AV Support Lead

Principal, Av Support Lead

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

The Principal, AV support lead will be responsible for overseeing coordination with various stakeholders to ensure seamless A/V support experience. The support activities range from webcasts, board meetings, client meetings, executive town halls, other all staff meetings and engagements, as well as Microsoft Teams Room (MTR) meetings.

The right individual should have a solid understanding of the overall technology support landscape, network, and audio/video technologies. Such combinations skills are required considering the multi-vendor hardware and software dependency to support complex meeting rooms in our environment. He/she will have the oversight of the local A/V field teams and high-touch A/V support teams. He/she will also be the single point of contact for end-user stakeholders.

Job Responsibilities

Collaborate with the Multimedia Engineering team to identify A/V issues & ensure that they’re addressed timely with external vendors. Leverage onsite A/V support vendor to reduce downtime of equipment.

Implement proactive monitoring of A/V systems and device health, leveraging various tools.

• Microsoft Teams Admin Center & Microsoft Pro Portal
• NEAT Pulse
• Crestron Remote clien
• X2O remote Manager
• X2O and Triple play
• Wireless Mersive server

Review and recommend new technology tools for proactive monitoring

Oversee A/V support teams (Managed Services, High-tech A/V support) to track/update/resolve daily issues:

• Oversight of daily A/V conference room checks of 50+ high profile rooms to ensure up-time of equipment.
• Drive daily MTR meeting to ensure compliance and address/track open issues.
• Identify any systematic patterns which may require more specific actions.

Lead the A/V staff in providing guidance, assistance, & coordination. Follow-up on client inquiries.

Report system problems or malfunctions. Provide monthly status reports on issues, MTTR, etc.

Provides input on vendors and A/V staffing decisions.

Acts as a SME and technical resource; trains junior staff; assists staff with resolution of complex issues and exceptions.

Skills and Experience

• 10+ years of overall experience; 5+ years of relevant experience
• Requires an extensive knowledge of A/V technologies and operations, excellent communication skills, analytical ability, strong judgment and relationship management skills.
• Strong experience with IP networking. CCNP certification preferred
• Strong experience with ITSM tools (ServiceNow, SharePoint) for ticket tracking, documentation, daily dashboards.
• Technical expertise is required to resolve complex issues and train junior staff. Ability to work under pressure
• Ability to work effectively with high-profile clients, IT management and staff, and vendors. Leadership and organizational skills are needed to prioritize escalations, with the ability to provide feedback to team, vendors.

Salary Range:

$114,700 - 194,900 USD

Working with Us

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today.

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com.