Under general supervision, provide remote third-tier AV support for the conference room fleet, design AV systems and consult with various BUs to enforce IQVIA hardware and installation standards. This role requires the candidate to provide IT support to local and remote offices. Candidate will be required to provide white glove support as needed.   

Essential Functions
• Recreate issues to resolve operating difficulties and recommend system modifications to reduce problems
• Responsible for meeting specified service level standards.
• Escalate more complex problems to appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates.
• Delegate IT support tasks, provide training and advice to more junior team members.
• Develop and maintain technical support documentation and training materials and assist in the development of standard operating procedures.
• Adhere to established policies, procedures and standards and ensure conformance with information systems, goals and procedures
• Participate on global and regional project teams.
• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk and IT Operations procedures related to client services.
• Escalate more complex problems to appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates.
• Provide creative, effective solutions and recommend procedures and resources to enhance efficiency, productivity, and end user satisfaction
• May be asked to lead small projects and deliver quality results
• Provide training to end-users when indicated.
• Provide guidance to less experienced Local Office IT staff in areas such as problem resolution, communication, etc.
• Maintain a working knowledge of Service Desk and IT Operations procedures related to client services.
• Maybe required to run specific reports for upper management

• May be required to perform duties outside working hours. This will be managed according to the applicable country legislation.

• Perform other duties as required.

• Configures, installs, maintains and upgrades AV and IT hardware and software.
• Administers and maintains security of operating systems
• Restores files or systems by designing, writing and implementing back-up procedures
• Provides operational support for the organization's information systems and peripheral equipment such as application servers, database servers, web servers, desktops, printers and storage devices
• Performs recovery procedures, scheduling and back-ups and monitors batch processes

Qualifications
• Bachelor's Degree in Computer Science or related field
• 5+ years experience in enterprise audio and visual systems
• Working knowledge of Microsoft 365, workstation and networking technologies. Intermediate
• Working knowledge of industry standards with regards to AV systems and network administration. Intermediate
• Possess excellent verbal and written communication skills. Advanced
• Ability to establish and maintain effective working relationships with coworkers, managers and clients. Advanced
• Project management exposure. Intermediate

The potential base pay range for this role, when annualized, is $60,700.00 - $151,800.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.