Facilities IT (FIT) Operations belongs to Global IT Infrastructure Services. As such we are end to end accountable for services like Enterprise Video Conferencing, Webcast and Digital Signage. The Global FIT Operations Team is responsible for the remote support of customers during their events in real time. Furthermore we are responsible for the monitoring and the operating of the backend infrastructure and vendor management for the different services (partially cloud and/or hybrid). The team is located in Madrid and covers 24/5 for the services videoconferencing and webcast in close collaboration with regional and local teams.
Your main responsibilities are:
As a Facilities-IT operator you provide global support for all FIT Meeting Solutions including Meeting Room Technologies (PatternBook), Auditorium Technologies for large events and Digital Signage. This includes.
Operating video conferences remotely to ensure a flawless meeting experience for participants.
Monitoring of connected meeting room technology and proactive failure-management by:
Either remote management of equipment.
Or engaging local support/vendor by following the established support process.
Remote management of meeting room equipment (updates, patches, fixes) according to need.
1st level support in Real Time for standard based video enabled meeting rooms (remote manageable) by phone, chat and video.
Operating of webcast - live and recording - according to global demand.
2nd level support for Roche Webcast & Video Portal.
2nd level support for Roche Digital Signage standard solutions.
Active contribution on process and service improvements in the are of meeting services.
Who are you
As a Facilities IT Operator you bring the following qualifications:
Qualification in IT/AV-service and multi year (3+) experience (Cisco Video, Webcast,Google Meet, Digital Signage).
Teamplayer with strong communication skills and a distinct service orientation.
Good level of verbal and written English is a must, proficiency in other languages is beneficial.
Strong interest in learning more future technology for collaboration and meeting services.
Self managed and proactive thinking.
Flexible to work early and late to cover service peak times globally.
Knowledgeable in IT processes for Incident-, Problem-, Change- and Request-Management.