Senior Tech Support Analyst - AV Systems

• Evaluate and provide technical support for Atlassians through our support channels (Email, Slack, Jira and in-person) with a focus on support of macOS / Apple hardware, AV and SaaS based applications
• Manage relationships with internal Workplace tech teams, vendors and technicians, serving as an internal escalation point for troubleshooting and system repairs
• Coordinate with integrators and vendors for builds, refreshes, and maintenance
• Help plan and manage the AV component of major shows and events using Zoom Webinars and related technologies, both on-site and off-site, sometimes working with external production crews
• Working with a globally distributed team, sharing knowledge and mentoring junior members through both process and technical expertise
• Ability to work effectively within a team and autonomously as required, to meet deadlines
• Create, maintain and share documentation in Atlassian’s IT Knowledge Base and the teams internal Knowledge Base
• Provide lifecycle management of devices including hardware delivery and collections (Onboarding/offboarding employees), hardware sanitization and preparation for redeployment in office

• 6 years of experience in corporate IT organization, specifically in Internal/Customer facing Technical Support role with exposure to office support and supporting customer face to face
• 3+ years of Solid AV experience in a corporate IT organization, specifically in Corporate AV Engineering
• Expert-level understanding of video conferencing technologies
• 3+ years experience in Mobile Device Management systems such as Jamf & Omnissa Workspace ONE
• 3+ years experience in support and administration of SaaS applications
• Experience with IT/AV office builds, maintenance, and refreshes
• Experience with SSO/Okta implementations for SaaS applications
• Demonstrable understanding of ITIL Framework and Service Management
• Epic customer service skills, Problem-solving skills
• Highly developed communication, interpersonal and administrative skills
• Demonstrated skills in supporting and troubleshooting MacOS, Windows laptops both in-person and remotely
• Solid experience in supporting office infrastructure including networking infrastructure, conference and meeting room hardware, event spaces & printers
• The ability to act as a technology leader and subject matter expert on Workplace End user support services
• A strong passion for workplace collaboration tools and services
• Skills in translating complex problems or solutions into simple language for any audience
• A self-starter who can work independently and is comfortable in a distributed team environment
• An enthusiastic, technically proficient engineer with a thirst for knowledge and innovation
• 2+ years of Inventory and Vendor Management experience
• Relevant certifications or trainings (such as ACSP, MCSE/A, ITIL, CCNA, Google IT Support, gSuite, VM Workspace, etc.)
• Relevant AV certifications (such as CTS, Dante, QSYS, etc.) are a significant plus

Relevant AV certifications (such as CTS, Dante, QSYS, etc.) are a significant plus