Senior Engineer, Site Support & AV

Job location: Berlin, Germany

Company: Wiley

About the role:

As Senior Engineer, Site Support & AV, you will play a dual role in supporting our organization’s IT and AV services.

You will be at the forefront of implementing, managing, and supporting our AV infrastructure and live event production. This involves the setup and support of technology at high-profile events, engaging with both colleagues and external customers. You will lead efforts to ensure high-quality hybrid collaboration experiences, combining your expertise in Microsoft Teams meeting support and AV production engineering. Additionally, you will provide day-to-day maintenance, monitoring, and support of conference room equipment to ensure high performance and availability.

How you will make an impact:

1. Set up, manage and support the Microsoft Teams AV infrastructure.
2. Responsible for troubleshooting and routine monitoring and maintenance of conference room technology and ensuring availability, performance and issue resolution within defined SLAs.
3. Provide and deliver a pro-active, high-quality, customer-focused AV support service, with timely assistance and communication meeting the overall aims of the End User Services team.
4. Strong capabilities in planning projects/events, including defining goals and scope, developing schedules, creating estimates and engagement plans, authoring and negotiating run-of-show needs, and relationship management.
5. Thorough understanding of recording equipment, and conference room technologies, including multi-purpose and executive boardroom solutions.
6. Partner with third-party technology partners to design, configure and maintain conference rooms as per organizational standards.
7. A strong knowledge in Zoom call management and functionality.
8. Liaison with the business, on behalf of the AV team, to troubleshoot and resolve AV equipment issues.
9. Strong knowledge of Cisco video conferencing infrastructure, device settings and administration.
10. Working in collaboration with the AV Manager, regional Service Delivery management and support teams to manage events.
11. Directly lead AV production during rehearsals and live events.
12. Maintain knowledge of next-generation AV architecture and technology solutions and consistently bring new innovative ideas to the production of events.
13. Ability to record and produce high-quality renderings of major events (e.g. Town Halls) as well as adherence to defined deadlines.
14. Provide a high level of customer satisfaction by providing a great colleague experience, including prompt and effective support. Follow up with colleagues to ensure issues are resolved to their satisfaction.
15. Serve as a primary point of contact for both in-person and remote technical support, for colleagues in the region.
16. An ability to resolve complex IT issues, troubleshoot hardware and software problems, and ensure minimal disruption to daily business operations.
17. Train colleagues on new software and hardware to enable better productivity throughout the business.
18. Monitor system performance and ensure optimal operation. Conduct routine maintenance and updates on IT equipment. Ensure security measures are in place and up to date.
19. Work with other IT team members to resolve complex issues. Coordinate with vendors for hardware and software procurement.
20. Assist in IT projects, such as system upgrades, migrations, and new technology implementations.

Desired Skills:

1. Excellent communication skills, with fluency in both English and German languages, and the ability to interact with both internal employees as well as external customers of the business.
2. Ability to provide a high level of customer experience.
3. Previous experience in both IT technical support and AV production roles, especially in managing, supporting and producing live audio-visual events.
4. In-depth knowledge of Microsoft 365, in particular with Microsoft Teams.
5. In-depth knowledge of collaboration solutions, particularly Cisco and Logitech, Pexip CVI, Zoom, and troubleshooting of meeting and video platforms.
6. Proficiency in troubleshooting hardware and software issues.
7. Knowledge of administering and supporting Microsoft Windows, Apple macOS and iOS, plus Android operating systems.
8. Familiarity with technology infrastructure services such as network configurations and protocols, server and cloud technologies.
9. Ability to work independently and as part of a team.
10. A high level of composure and a sense of calm when managing events for the business.
11. Desirable but not necessary:
12. PowerShell scripting understanding.
13. Qualified to degree-level Diploma or Bachelor Education.

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world’s most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today’s biggest obstacles into tomorrow’s brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers‘ steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley’s good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.

When applying, please attach your resume/CV to be considered.

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