Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.
Milestone Technologies, Inc. is seeking a Audio/Visual Operations Data Specialist to assist in the management of Audio/Visual conference room operations and support. This position is responsible for data quality and reporting for global Audio/Visual equipment and related processes.
Our goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. This position is part of the IT team, so candidates must be passionate about technology, highly skilled at providing amazing customer service, and have the ability to thrive in a fast paced and high-pressure environment.
Responsibilities:
● Act as the primary contact for managing data, data quality, and reporting related to the management of global Audio/Visual conference room infrastructure
● Remotely monitor live conference room data, like Google Calendar settings and Zoom Room settings data, for compliance with standard data practices
● Remotely monitor firmware and software version status of operational A/V equipment, via remote management tools (ie Zoom Admin, DTEN Orbit, NEAT Pulse, etc), manually, or by coordinating assistance from onsite teams
● Oversees handoff of equipment from Global IT Builds Team to Operations team, ensuring that data meets current operational compliance standards at time of commissioning, and equipment is properly enrolled for subsequent operational management
● Monitor and generate reports on required actions to maintain compliance with internal and external versioning requirements
● Collect data on, and perform quality assurance checks for, tickets assigned to A/V Operations technicians teams, to include SLA metric data and root cause analysis data
● Generate one-time or recurring reporting on all managed data, as requested, to include
spreadsheets/tables, slideshow presentations, and charts
● Generate reports from available data concerning conference room utilization
● Participate in discovery and reporting development. Identify innovative, proactive uses of
data and reporting to increase operational readiness, efficiency, and decrease downtime
● Assist in the enrollment, management, and compliance of asset tracking systems, in
conjunction with Supply Chain operations, for all operational audiovisual equipment
● Assist with the administration of the Audiovisual Operations team’s on-call rotation, to
include calendars as well as alert source management.
● Assist with Knowledgebase and documentation updates, especially for topics related to
managed data points
Technical Qualifications:
● 2 Years of experience in data collection and analysis within an enterprise IT/AV support environment, with involvement in compliance and quality assurance.
● Basic understanding of terminology and conventions for video conference room technology, especially Zoom Rooms
● A strong understanding of standard IT support metrics methodologies like KPIs, SLAs, and other data-driven standard practices
● Working knowledge of the following technologies:
○ Google Apps for Business, including Mail, Calendar, Drive, Docs, and Groups
○ Issue and bug tracking software platforms, preferably ServiceNow
○ Communications and video conferencing tools, including Zoom & Teams
○ Documentation tools such as Confluence
○ IT Asset Management platforms, preferably Teqtivity
○ Advanced realtime analytics tools (ie, Tableau)
○ On-Call/Escalation Management tools (ie, PagerDuty)
Skills
● Ability to deliver outstanding customer service and provide simplified explanations of complex technical data sets
● Ability to apply critical thinking to complex user requests, and provide as much context and information as possible in order to deliver the best possible solution.
● Excellent interpersonal communication skills, including the ability to support others in a team environment
● Ability to work with limited supervision and stay focused while performing repetitive tasks
● Ability to quickly adapt to changing needs, infrastructure, and evolving business
processes.
● Self-motivated and detail oriented
● Ability to work with multi-functional teams and external vendors.
● Strong documentation and communication skills
● Strong time management and prioritization skills
● Ability to follow through and execute on assigned tasks
● Ability to identify and report trends
● Must be fluent in both the local language and English.
Estimated Pay Range: Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.