IT Support Engineer

Job Purpose

Intercontinental Exchange, Inc. (ICE) is a leading operator of global exchanges, clearing houses, data, and listings services. We connect businesses around the world to unique opportunities in markets that drive the global economy. We are a diverse and inclusive company that values innovation, collaboration, and excellence. ICE team members work across departments and traditional boundaries to innovate and respond to industry demand. A successful candidate will be able to multitask in a dynamic team-based environment demonstrating strong problem-solving and decision-making abilities and the highest degree of professionalism.

The Enterprise - Conferencing Technology team is looking for an experienced AV/VC IT Engineer to support local and global initiatives. This position requires applicants to have a solid experience and knowledge in design, installation, programming, and project engagement in Audio-Visual (AV) systems.

The requirements equally extend to a comprehensive background and expertise in Video Conferencing (VC) solutions and supporting platforms including Zoom and MS Teams.

Qualified candidates must demonstrate technical proficiency as well as an eager attitude, professionalism, and solid communication skills. A highly motivated engineer with the ability to work independently with minimal supervision is key for this role. Candidates must be self-starters and quick learners who are not afraid to ask questions. Performing in a high-pressure environment while resolving issues promptly is essential.

Responsibilities

• Troubleshoot and support Collaboration meetings - Zoom/Teams/Webex etc.
• Contribute to design, implementation and support of all conference rooms and meeting spaces
• Proactively provide local/remote technical support to all AV/VC services across the enterprise. This support also extends to local, virtual/cloud and large conferencing events
• Troubleshoot/remediate all firsts /second-line issues in a timely manner whilst ensuring all activities are entered in Service Now for additional tracking and incident management
• Support site installation/upgrades/normalization and decommissions of all AV and VC equipment. This includes coordinating physical access, network connectivity, power, general contractor work and other dependencies, as necessary
• Work with the AV vendors to ensure all devices are installed, configured, and tested appropriately
• Audit/maintain an inventory of all conference room data, hardware, and license management
• Ensure all applicable devices and services are monitored and alerts acknowledged/addressed within set SLAs
• Assist with preventative maintenance visits to review existing hardware software solutions to ensure all rooms are patched, serviced and consumables replaced to always remain in service
• Asset life cycle management and procurement of all AV/VC equipment in conference rooms
• Fully support companywide town-hall and events
• Participate in an on-call rotation for after hours and weekend support
• Working with other internal teams and Project Managers, run point with small scale projects
• Assist with Incident/BCP and Change Management activities and tasks
• Participate in POC (Proof of Concept) evaluations and assessment of new products and services as necessary
• Working with the UX and other applicable teams, ensure all training material for end users as well as operational documentation are frequently created, reviewed and updated

Knowledge and Experience

• College/University Degree in IT, Information Systems, Multimedia or related disciple in Audio/Video multimedia engineering is highly desirable
• Endpoint / Collaboration certifications in Zoom, Microsoft or Cisco platform or Polycom is highly desirable: Cisco Webex Certification, Zoom Certified Professional, Microsoft 365 Certified: Teams Fundamentals, Microsoft Certified: Teams Administrator Associate, Cisco CCNP, Polycom Certified Support Specialist (PCSS), Polycom Certified Telepresence Engineer (PCTE)
• Exposure in a medium to large sized organization supporting an AV/VC environment
• Solid on-site experience in contributing to conference room upgrades and new installations
• Familiarity with operation, installation principles of commercial audio-visual (AV) and Video Conferencing (VC) systems with Control Processors, Room Schedulers, Microphones, Video-wall displays, Matrix switchers, VC cameras & codec, Audio DSPs and Digital Signage
• Solid competency with system schematics, cable pull schedules and high level/Low level architectural drawings
• Solid competency at AV / DSP/ Microphone administration and audio tuning. Requirements also includes but not limited to configuration, scripting, audio/video calibration and support of Biamp/Shure/Crestron/Q-Sys/ Sennheiser/Extron/Lightware technologies
• Experience with installation and administration of Video Conferencing equipment including Cisco Room Kits, Poly (X50/X70/G7500), DTEN, Logitech and QSC endpoints
• Solid experience in administering and supporting cloud-based collaborations with Zoom and Microsoft Teams Rooms
• Solid experience in configuration and support of large audio and video townhalls and webinars
• Solid knowledge in remote monitoring, alerting and automation technologies and workflows

Desirable Knowledge and Experience

• AV device certifications in Crestron/Extron/Biamp/Lightware or an approved AV installation/integrator program is desirable
• Certification in Q-Sys Design & control and Audinate Dante level 1/2 or higher is desired
• Exposure to working with Service Now, SLAs, Change and Incident management practices
• Lua scripts, Python, Crestron Programming (SIMPL, S+, S#)
• Experience with REST APIs, JSON, scripting
• Solid on-site experience in contributing to conference room upgrades and new installations
• Solid understanding of commercial audio-visual (AV) and Video Conferencing (VC) systems. This includes Control Processors, Room Schedulers, Microphones, Video-wall displays, Matrix switchers, VC cameras & codec, Audio DSPs and Digital Signage
• Solid understanding of AV/SIP networking protocols including audio/video signal flow transmissions, SIP, Dante, AVB and AES76 protocol knowledge
• Strong knowledge in Microsoft Office and other collaboration tools
• Basic knowledge of AV / DSP/ Microphone administration and audio tuning Requirements also includes but not limited experience in configuration, scripting, audio/video calibration and support of Biamp/Shure/Crestron/Q-Sys/ Sennheiser/Extron/Lightware technologies
• Solid experience in administrating Video Conferencing equipment including Cisco Room Kits, Poly (X50/X70/G7500), DTEN, Logitech and QSC endpoints is desirable.
• Proficient understanding of TCP/IP, LAN, Firewalls, and multicast over IP network protocols and DHCP services
• Proficient understanding of client/server fundamentals with Windows/Linux and appliance-based platforms
• Foundational experience with Dante Domain Manager and Controller
• 1-2 years administration in Zoom admin portal
• 1-2 years administration in Webex Control hub portal
• 1-2 years administration in Microsoft Admin portal
• 1-2 years exposure with Poly Lens
• Foundational exposure with Lightware installation, administration and troubleshooting
• Foundational knowledge of QSC Designer/Administrator