Our Connected Technology Group (CTG) defines and drives the digital, data and technology strategy for KPMG. We have an important advocacy role for technology in the market and across KPMG, working with our technology leaders to build our market presence. We cultivate collaboration and integrate tech execution across our business, driving a firmwide approach to how we go-to-market and build the capability of our people and attract new talent.
Job Description
As a senior team member of the National Digital Collaboration Team, this role represents the “face of AV/VC & IT” focused on providing the highest level of customer service. Using innovative solutions, the role is required to ensure that we service our customers as quickly and efficiently as possible.
Essential to the role is your fascination and love of technology and your desire to try new things and see how they work. You understand that it is important not only to help fix equipment, but to build positive customer relationships with free technical advice and timely repairs. This role is required to provide efficient, effective and timely delivery of local AV/VC & IT support Services.
Your Opportunity
- Ensure consistent and reliable Audio Visual, Video Conference Systems and IT equipment are maintained within Service Level Agreements.
- Ensure national processes and procedures are followed.
- Identify and locally escalate support requests that are symptomatic of an unresolved underlying problem in Audio Visual, Video Conference and IT services.
- Testing and maintenance coordination of all audio-visual equipment and back-end infrastructure including software, firmware and hardware upgrades.
- Record all relevant information including progress accurately Service Request in ITSM Tool (ServiceNow) in accordance with KPMG Policy and Processes.
- Accurate diagnosis of root cause – Incident or Request.
- Resolution actioned or assigned task(s) to appropriate Repair Authority(s) with the required info within agreed service level.
- Minimise customer impact by providing workarounds where possible.
- Collaborate with Level 2 (Network, Hosting & ITS) and third-party vendors.
- Proactive and reactive system maintenance when required.
- Maintain an accurate record of progress against requests for service using the “ServiceNow”.
- Constant liaison with various suppliers, such as audio visual vendors and service providers. Build a strong relationship with dedicated suppliers.
- Be customer, and delivery focused, organised and capable of delivering in full and on time.
- Actively identify areas for process improvement and make recommendations to Team Leaders.
How are you extraordinary?
- You enjoy working in the details, with a proactive attitude towards accuracy and deadlines.
- You get things done! You’re organized, efficient, and have a high attention to detail to deliver impactful outcomes.
- You are passionate about the importance of fantastic communication to share ideas, inspire, and create change. You are able to digest, distill, and communicate complex concepts in both written and verbal forms.
Qualifications
Your Experience
- Tertiary level qualification and/or relevant experience.
- Vendor certification/s highly regarded.
- MCP qualification and/or relevant experience.
- VC/AV qualifications, experience highly regarded.
- Video conferencing/AV experience/skills is essential.
- Experience exploring technical hardware.
- Videography experience desirable (cameras, mics, lighting, live web streaming)
- Crestron, XIO, Resource Manager, AMX, RMX/RPCS1800 experience
- Experience with Microsoft Teams, Zoom, Webex essential
- Client Relationship experience
- Sound communication skills
- Experience in audio visual support within a high demand hospitality environment.
- You enjoy solving problems.
- You can communicate technical concepts in layman’s terms.
- You have a sense of urgency—but also the ability to keep your cool.
- You have a foundational understanding of ITSM methodologies
- You share a passion for technology.
- You are passionate about sharing knowledge and developing others technical skills.
Additional Information
KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth.
Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.
At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.
Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Support Team.
At KPMG every career is different, and we look forward to seeing how you grow with us.
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