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IT Hypercare Collaboration Engineer (HCE) 

Accountabilities: 
The HCE is the single point of contact for all Audio-Visual solutions in meeting rooms. These range from performing everyday proactive meeting rooms checks for AV equipment completeness and good order, through AV equipment testing, to providing advanced support for users having issues with AV during their meetings. 
Also, the HCE will ensure a good User Experience (UX) with these meeting rooms, this may include reporting issues outside of IT to the relevant parties to resolve and the HCE will chase and follow up where required on these issues. 
Reactively the HCE will efficiently address consumer requests for support whilst minimizing IT risk, keeping the users’ meetings down time at a minimum by providing an enhanced and personalized IT support service. These requests of support can range from adhoc to planned Skype meetings, videoconference calls, or face to face meetings. 
All activities are to be logged and kept track of, including tickets raised to other parties for adequate follow up. 
The principal accountabilities are: 
• To be continuously aware of the safety and security considerations required on site and to ensure that all work practices and procedures will be safe to her/him and others 
• Maintains effective and professional customer relations at all times 
• Understands the general sensitivity, priority and urgency around the issues raised 
• Prevents, troubleshoots and solves technical issues reported by end-users within the Audio visual and End User Computing infrastructure 
• Performs planned and unplanned activities including but not limited to proactive AV in meeting rooms checks and real-time, ad hoc, on-site support to tele- and videoconferences 
• Involved in the coordination of individual IT escalations 
• Provides sound advice and support to consumers on IT related requests or queries within the set boundaries of Information Risk Management, company Demand Policies and other available guidelines 
• Accurately documents the facts related to the incident or query, the troubleshooting steps taken and its resolution in the relevant ticketing database, as well as the associated time writing activities 
• Provides end-to-end planning and support for the IT requirements of the (virtual) meetings/events, including meeting room setup and event preparation, ensuring a smooth running of the event. Coordinates the follow up of any issues that may arise during the event. 
• Shares and documents knowledge, thus working in a professional manner and fostering team spirit 
• Adheres to a formal dress code and professional conduct at all times 
• Occasionally travels to support business needs when required, mainly in country 
• Fulfil the assigned shift during business hours. 

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