EY wavespace AV/Technology Support Specialist

Ernst & Young Advisory Services Sdn Bhd; Cleveland (OH); On-site; USD 60,000 - 110,000; Full time

Job summary

Join a forward-thinking company as an AV/Technology Support Specialist, where you'll play a vital role in enhancing client experiences through technology. This position offers the opportunity to work in a dynamic environment, providing on-site support for innovative wavespace functions. You'll engage with cutting-edge AV technologies and collaborate with diverse teams to ensure seamless operations. With a commitment to continuous learning and a culture that values your unique voice, this role is perfect for someone passionate about technology and client service. Be part of a team that is shaping the future of digital transformation!

Benefits

Medical and dental coverage

Pension and 401(k) plans

Flexible vacation policy

Paid time off options

Winter/Summer breaks

Personal/Family Care leave

Qualifications

• 3-5 years of experience in AV/end user technology support.
• Knowledge of AV industry standards highly recommended.
• Ability to communicate effectively with end users and IT personnel.

Responsibilities

• Assist with local on-site and off-site support for wavespace functions.
• Deploy hardware and software to end users, ensuring proper setup.
• Analyze network issues and track incidents in Ticket Management System.

Skills

Analytical Skills

Communication Skills

Customer Service

Interpersonal Skills

Time Management

Education

Bachelor's degree in computer related field

Tools

ServiceNow

MURAL

Miro

Bluejeans

Webex

Microsoft Teams

Zoom

Ventuz

Crestron

QSYS

Job description

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EY wavespace AV/Technology Support Specialist

Location: Cleveland

Other locations: Primary Location Only

Date: 1 May 2025

Requisition ID: 1586988

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities. At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Technology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours working efficiently. We have 400,000 people in more than 140 countries, all of whom rely on secure technology to be able to do their job every single day. Everything from the laptops we use, to the ability to work remotely on our mobile devices and connecting our people and our clients, to enabling hundreds of internal tools and external solutions delivered to our clients. Technology solutions are integrated in the client services we deliver and is key to us being more innovative as an organization.

EY Technology supports our technology needs through three business units:

Client Technology (CT) - focuses on developing new technology services for our clients. It enables EY to identify new technology-based opportunities faster, and pursue those opportunities more rapidly.

Enterprise Technology (ET) – ET supports our Core Business Services functions and will deliver fit-for-purpose technology infrastructure at the cheapest possible cost for quality services. ET will also support our internal technology needs by focusing on a better user experience.

Information Security (Info Sec) - Info Sec prevents, detects, responds and mitigates cyber-risk, protecting EY and client data, and our information management systems.

The opportunity

EY wavespaces are at the forefront of EY’s Digital Strategy and because of this EY has been identified as the Industry Leader in Digital Transformation. There are currently ~50 wavespace centers globally. The wavespaces are a crucial vehicle for EY business to engage with existing and connect to future clients. They are highly-connected, forming a powerful network for the EY business to connect sessions and teams. wavespace helps our clients to respond to disruptive forces and new digital challenges.

The EY wavespace AV/Technology Support Specialist will act as a dedicated on-site support wavespace specialist and technical first point of contact for meetings and events held in their respective geographic area. In this role, they should be able to deliver quality client service, be equipped with appropriate knowledge and be well-versed technically of EY’s technology landscape. They will also need to maintain ongoing relationships with Regional and Team Leads as well as the Global Event Enablement team, ensuring open communication and feedback. In addition, they’ll need the ability to build ongoing relationship with other EY Technology teams and Service Line functions to provide relevant services and opportunities.

Your key responsibilities

• Assists with local on-site and off-site support for firm sponsored wavespace functions/meetings, including a deep understanding and knowledge of network infrastructure, lab/wavespace internal networks and the EY network.
• Assist with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware)
• Assist with provisioning and de-provisioning processing, including setting up of hardware/software for the wavespace support team
• Assists with (or coordinates) the repair of end user hardware and/or lab hardware and the reinstallation of software as necessary to resolve end user incidents as well as wavespace specific technologies (e.g. MS Surface Hubs, iPads, Microsoft Surface Studios, Digital Signal Processors, Microphone systems, wireless presentation systems, etc.) including the maintenance of these technologies.
• Support of technology applications including MURAL, Miro, Slido, Co Create, and others etc.
• Additional applications – Bluejeans, Webex, Microsoft Teams, Zoom
• AV components – Planar video walls, Digital touch screens, HD Projectors; Video matrix switching; Digital Signal processors; IP/PTZ Cameras, Dante, BiAmp, BrightSign Players, Mersive Solstice, Sonos players, Lightbars, production/spot lights
• Additional AV Components – Raritan (KVM), Box computers, NVX Endpoints, ChromeSticks, Analogway, 360 Cameras, Video conferencing codecs,
• Support AV software – Ventuz, Light Key (Astera Lights, Titan Lights), AppSpace, Crestron, QSYS, Gitbash, OSC Designer, Chauvet lighting,
• Support Lab specific hardware - MS HoloLens/Meta Quest headsets; 3D Printers
• Operating System Support – Windows 10 & 11, Apple Mac OS (Both EY loadset and consumer) at an Intermediate Level
• Knowledge in utilizing NAS capabilities and secure storage
• Understand and interpret specialized network configurations (IE-enablement of AirCast for IOS devices on network)
• Maintain on-site servers for event use (Value Creation Tool) – Windows Kiosk mode and Kiosk mode on iPads
• Communicate and manage relationships with vendors
• Able to analyze network issues and report appropriately to have addressed quickly (IE – cisco proprietary)
• Track and resolves all related Incidents and Service Requests in Ticket Management System (ServiceNow); identify sources and trends of technical problems to prevent future occurrences
• Under minimal supervision, provides after-hours service for escalated issues from the Service Desk, Team Lead or wavespace stakeholder
• Maintain a thorough understanding of the EY Technology organization and service offerings in order to identify how best to address end user technology needs and incidents
• Understand the Firm’s business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel

Skills and attributes for success

• Analytical/Decision Making Responsibilities:
  • Strong analytical skills are required to address end-user incidents escalated from a customer in the wavespace session or capability to anticipate and resolve an issue.
  • Decision making responsibilities are generally limited to addressing a single end-user issue; need to be able to prioritize incidents being worked on and communicate those priorities to end users as necessary.
• Knowledge and Skills Requirements:
  • Excellent communication, interpersonal, organizational, and time management skills.
  • Excellent customer service attitude.
  • Ability to work effectively with all levels of end users and IT personnel.
  • Ability to communicate in English.
  • Deep understanding of all wavespace technologies, including IT and AV
• Supervision Responsibilities:
  • The EY wavespace AV/Technology Support Specialist will report to the Americas EY Technology wavespace Support Lead. In addition, there may be resources that will be shared among the functional group with numerous on-site staff that will indirectly be managed and motivated through matrix management.

To qualify for the role you must have

• Education:
  • Bachelor's degree in computer related field or equivalent work experience
• Experience:
  • Approximately 3-5 years of experience in AV/end user technology support
  • Event support and live event management/production
  • Knowledge of AV industry standards highly recommended
  • Experience with cloud technology e.g. MS Azure is beneficial
• Certification Requirements:
  • Certified Technology Specialist (CTS) or similar industry certifications desirable

What we offer

The compensation ranges below are provided in order to comply with United States pay transparency laws. Other geographies will follow their local salary guidelines, which may not be a direct conversion of published US salary ranges. We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The salary range for this job in most geographic locations in the US is $60,400 to $109,600. The salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $72,500 to $124,500. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

EY is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.

EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, type Option 2 (HR-related inquiries) and then type Option 1 (HR Shared Services Center), which will route you to EY’s Talent Shared Services Team or email SSC Customer Support at [e-mail]

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EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.

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SAP as service provider

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• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor