Electronic Arts

JOB DESCRIPTION

 Location: Redwood Shores

Job Title: IT Specialist II

Reports to: Site IT Manager

Hours: Monday – Friday 8:30AM to 5:30PM

General Description

A full-time, on-site role based in our Redwood City, CA headquarters. Responsible for the day-to-day operations, maintenance, and support of conference room systems and technologies, and assisting with the AV coordination, setup, and support of events both virtual and in-person (All-hands meetings, webinars, conference room meetings, white glove). 

Support, maintain, and design in-house AV systems. This includes installing, commissioning, troubleshooting, diagnosing, repairing, working with system integrators, and upgrading all hardware and equipment while ensuring optimal performance and uptime.  

Provide end user training and assistance where required. Contribute to the operations, support, and continuing development of event AV and meeting room systems and technologies.  Identify areas for automation, leveraging AI within EAIT and focus on design, development, and evaluation of automation. This position is to participate in IT communities focused on future standards and knowledge sharing. 

Responsibilities

• Day-to-day AV and Zoom Room incident response, prioritizing and responding to service requests with a resolution.

• Perform routine preventive maintenance, maintaining functional aspects of A/V systems, ensuring a ready to use state.

• Enhance the reliability of our environment, ensuring continual improvement of existing and future deployments - conference room refresh.

• Maintain, refine, and create AV systems documentation in Confluence, Google Drive, Teams and EA World, promoting a World Class AV & conference room environment.

• Provide support and training on meeting rooms, AV systems, and tools to people with varying levels of technical proficiency.

• Provide hands-on operational support in the running of AV events both on-site/in-person and virtually, including the usage of any audio, video, or AV equipment used in the operation of the event.

• Place and escalate vendor service calls when necessary to resolve hardware or system failures.

• Perform analysis and diagnosis of complex AV issues for end users as well as our infrastructure and recommend and implement solutions.

• Provide exceptional AV support and a white glove service to our customers, primarily focused on C-Level, Executives, and other VIPs, for end-user meetings, conferences, and events.

• Build and maintain proactive relationships with key stakeholders (including C-Level, Executives and VIPs) within company business units that we support and work with, ensuring business objectives are met.

• Operate audio and video equipment during live and hybrid events (including Digital audio Mixers, wireless microphone management, screen switching, PTZ cameras, Lighting control, content management, remote participant management, etc.) 

• Support and maintain digital signage across sites, including content management, scheduling, system administration, licensing, provisioning, installation, and end user training.

Qualifications

• Bachelor’s degree or professional training/certifications related to areas of responsibilities or equivalent work experience.

• 5+ years of experience in all aspects of professional AV support.

• Experience with AV and conference room technology across multiple vendors and technologies. Example vendors: Zoom, Microsoft, Neat, Poly, QSC, Crestron, Extron. Example technologies: Digital signage, video conferencing, audio conferencing, webcasting, control systems, DSP, and more

• Knowledge, understanding, and hands-on experience of video conferencing including support for Zoom conference calls and webinars.

• Familiarity with product lines including Crestron, Extron, Samsung, BiAmp, Clearone, QSC / Q-SYS, D&B sound system, Shure, Yamaha (Digital Mixers), Barco (E2), High End Systems, ETC, Neat, Poly, Cisco, BrightSign, etc. 

• Ability to setup, test, calibrate and commission equipment and devices as required to build a fully functional AV system including displays, cameras, switchers, scalers, processors, transmitters, receivers, interfaces, microphones, mixers, amplifiers, controls, and other active and passive devices.

• Troubleshooting and support experience with DSP, control, digital signage and video wall systems, including a strong understanding of network engineering in support of low-latency AVoIP systems.

• Technical knowledge of equipment used in live events and broadcast.

• Live event and/or broadcast experience with an understanding of technical roles within an event production crew - A1, A2, V1, TD, LD, EIC, etc.

• Ability to manage vendors and ensure deliverables are met.

• Excellent Customer Support skills – A drive to help end-users get what they need to do their jobs the best they can. 

• Prioritization Skills – The ability to analyze requests and prioritize them based on impact

• Self-starter, self-motivated, able to work under minimal supervision.

• Thorough and organized, with a flexible approach to managing evolving workloads

• Able to lift 50 lbs.