AV And Event Operations Support Specialist

AV And Event Operations Support Specialist

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Visa's Corporate Technology Support is undergoing a strategic transformation in how we deliver operational support to our end-users. This evolution involves centralizing operational functions to provide world-class, white-glove service. The AV and Event Operations Specialist is a key technical role integral to both advanced audio-visual (AV) operations and high-profile event support. This position provides critical support to the Senior Event Operations Specialist and the Lead, Events and Video Production Specialist, ensuring flawless execution of all AV and event-related functions.

This role places the successful candidate at the forefront of end-user and executive interactions, demanding advanced technical versatility, exceptional customer service acumen, and the ability to perform under pressure in a dynamic, fast-paced environment. This position reports to the AV Operations Manager – L2 Global Support.

Key Responsibilities:

• Set up, configure, and maintain a wide range of professional AV equipment, including PTZ and broadcast cameras, digital audio mixers, various microphone types (lavalier, handheld, tabletop), professional lighting rigs, and large-format projection systems.
• Manage and execute live streaming and video production workflows, ensuring high-quality, uninterrupted streams to various platforms.
• Perform real-time, in-depth troubleshooting of complex AV and video teleconferencing (VTC) systems during high-stakes events and meetings, including systems from Poly and Cisco.
• Conduct routine and preventative maintenance, including firmware updates and system calibrations, to ensure all AV equipment meets the latest performance and security standards.

• Collaborate on the development of comprehensive event plans, with a focus on technical timelines, signal flow diagrams, and operational checklists.
• Coordinate all technical logistics, including vendor arrangements for specialized equipment, system setup, and crew scheduling.
• Provide on-site technical leadership and support during events, managing all operational and technical tasks from setup to breakdown.

• Act as a Level 2/3 escalation point for complex Teams-related issues that Level 1 support cannot resolve.
• Utilize the Microsoft Teams Admin Center (TAC) to manage and troubleshoot user profiles, device settings, and call quality issues.
• Analyze call analytics and use diagnostic tools within the TAC to identify and resolve issues related to network connectivity, device configuration, and service health.
• Manage and triage support tickets according to ITIL-based incident management principles, prioritizing based on impact and urgency to ensure efficient resolution.
• Create and maintain detailed documentation for recurring issues and their resolutions to build a knowledge base for L1 support.

• Serve as the primary technical liaison with AV and production vendors.
• Collaborate with venue technical staff to ensure all logistical and technical requirements, such as power distribution, network drops, and rigging points, are met.

• Lead the setup, execution, and teardown of event systems, ensuring all components are implemented according to detailed technical plans.
• Provide hands-on, on-site support, addressing and resolving any technical and operational challenges that arise during live events.

• Effectively communicate technical requirements and event status to internal teams, vendors, and venue staff to ensure complete alignment.
• Conduct pre-event technical briefings with all stakeholders and crew to meticulously review event plans and address any potential issues.

• Participate in post-event debriefs, gathering technical feedback from stakeholders, crew, and attendees.
• Analyze technical performance and identify areas for improvement to enhance the quality and efficiency of future events.
• Contribute to detailed reports on event performance, including metrics on technical uptime, audience engagement, and streaming analytics.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.