IT Technology Services Specialist

at  SAP

WE HELP THE WORLD RUN BETTER

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• High school diploma or Bachelor Degree (preferred)
• Strong experience in a technical and support role
• Knowledge of audiovisual equipment
• Excellent problem-solving and troubleshooting skills
• Strong project management skills
• Strong and clear communication and interpersonal skills
• Certifications in audiovisual technology are highly desirable
• Ability to work independently and as part of a global team
• Willingness to learn and adapt to new technologies
• Strong computing skills, orientated towards - Windows, MacOS, iOS, Android, SharePoint and the Office 365 power suite.
• General IT knowledge on different technical areas with a high degree of technical aptitude and troubleshooting skills
• Strong project management skills and understanding of agile methodologies
• Technical leadership experience including excellent customer focus and communication skills

WORK EXPERIENCE

• More than 2 years of relevant experience in AV/Meeting Rooms equipment’s
• More than 3 years of relevant experience in the 2nd level IT support role, technical customer support or technical implementation roles
• Work experience in an international environment. Software Industry experience strongly preferred
• Experience with IT asset management systems and a strong competence with various job-relevant tools & processes.
• Proven ability to work independently and collaboratively to lead and drive successful implementation/ adoption of IT services.

PURPOSE AND OBJECTIVES

Client Services - Office Technology and EMEA (OTE) is a regional field IT organization but also a global provider for IT Infrastructure Services such as meeting rooms, printer rooms, server rooms, etc.
We ensure the Rock-Solid operations for the services in scope, across the globe, through a combination of Managed Service and internal experts.
We are looking for an IT Meeting Room Technology Specialist to join our global team.
The successful candidate will be responsible for monitoring and supporting the technology for our meeting rooms. This includes troubleshooting audiovisual meeting room equipment, ensuring that all technology is functioning properly.
This role is vital to operational support of our managed meeting room service, planning infrastructure changes with our central teams, creating, and maintaining documentation of all infrastructure, developing business process improvements for our support organization.
Alongside the standard operational topics, some of the current projects within the scope of the job are aimed at improving and developing our AV standards, meeting rooms, events, and supporting new installations. Developing AV support process through process automation using the O365 Power suite applications for critical business processes.
This role offers a fantastic opportunity to join a unique team that is committed to diversity, equity and inclusion whilst developing skills in project management, operational management, and other areas of IT.
As an IT Meeting Room Technology Specialist, you will be part of the Office Technology Experience unit.

TECHNICAL TASKS

You will be responsible for assisting the team with the administration of the operations, management, project management, infrastructure support, and administration. The main area of focus will be Meeting Room Technologies, Service Now Ticket Data, analytics and reporting. Drive testing, training, and documentation in relation to AV and Unified Communications technologies across the meeting room ecosystem.
You will be responsible for taking on relevant global IT projects and driving them to successful completion.

Process improvement and innovation are key requirements of the role that should be exercised at all opportunities.

• Monitor the technology in meeting rooms, including audiovisual equipment, computers, and other devices
• Provide technical support, including troubleshooting, and resolving issues with audiovisual equipment, computers, and other devices
• Keep track of equipment inventory and report any issues or needs to the IT department
• Stay up-to-date with the latest technology and trends in meeting room technology
• Contribute to the management and maintenance of meeting room equipment to maintain the business’ core meeting room portfolio
• Knowledge transfer to 1st and 2nd level engineers
• Produce comprehensive documentation for deployed systems and changes
• Collaborate with 3rd level technical teams to ensure robust network and meeting room solutions
• Build action plans to improve experience, processes, and product innovation.
• Build reporting, documentation and applications to enhance processes and transfer of knowledge to team and the business
• Drive improvements within 2nd Level IT Support utilizing new technologies, automation, agile methodologies and analytics to improve overall end-user experience
• Foster collaborative relationships with other functions across SAP and 3rd party vendors
• Monitor effectiveness of vendors, support procedures & escalate issue

ADDITIONAL ROLES IN MEETING ROOM SUPPORT:

• Management/Operational task of the Telephony Infrastructure
• Disaster recovery, planning and testing
• Plans, designs, documents, orders, implements, and leads installation projects (Working with external vendors)