Analyst, IT

OverviewJob PurposeIntercontinental 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 Analyst to support local and global initiatives. This position requires applicants to have a foundational knowledge and experience in supporting a commercial AV environment.The requirements equally extend to a foundational background and exposure to 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 analyst 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.ResponsibilitiesTroubleshoot and support Collaboration meetings - Zoom/Teams/Webex etc.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 first line issues in a timely manner whilst ensuring all activities are entered in ServiceNow for additional tracking and incident managementSupport 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 necessaryWorking with the AV vendors, assist with configuration and testing of products and servicesAudit/maintain an inventory of all conference room data, hardware, and license managementEnsure all applicable devices and services are monitored and alerts acknowledged/addressed within set SLAsAssist with preventative maintenance visits to review existing hardware / software solutions to ensure all rooms are patched, serviced and consumables are replaced to always remain in serviceAssist with asset life cycle management and procurement of all AV/VC equipment in conference roomsFully support companywide town-hall and eventsParticipate in an on-call rotation for after hours and weekend supportAssist in local small/medium sized projects as neededAssist with Incident/BCP and Change Management activities and tasksWorking with the UX and other applicable teams, ensure all training material for end users as well as operational documentation are frequently created, reviewed and updatedKnowledge And ExperienceCollege Degree in IT, Information Systems/Multimedia or related disciple in Audio/Video multimedia engineering is highly desirableCollaboration certifications in Zoom, Microsoft or Cisco Webex platform is highly desirable: Microsoft 365 Certified: Teams FundamentalsFamiliarity with DSPs and how they function in complex conference roomsMinimum of 1-2 years exposure in a medium to large sized organization supporting an AV/VC environmentFamiliarity with operation, functions and features of commercial audio-visual (AV) and video conferencing (VC) systemsExperience with installation and administration of Video Conferencing equipment including Cisco Room Kits, Poly, DTEN, Logitech and QSC endpointsBasic experience in administering and supporting cloud-based collaborations with Zoom and Microsoft Teams RoomsBasic experience in support of large audio and video townhalls and webinarsBasic knowledge in remote monitoring, alerting and automation technologies and workflowsDesirable Knowledge and ExperienceExposure to working with ServiceNow, SLAs, Change and Incident management practicesFundamental on-site experience in contributing to conference room upgrades and new installationsFamiliarity with commercial audio-visual (AV) equipment. This includes Control Processors, Room Schedulers, Microphones, Video-wall displays, Matrix switchers, VC cameras and codec, Audio DSPs, and Digital Signage/IPTVBasic understanding of system schematics, cable pull schedules and high level/Low level architectural drawingsStrong knowledge in Microsoft Office and other collaboration toolsBasic understanding of TCP/IP, LAN, Firewalls, multicast over IP network protocols and DHCP servicesBasic client/server fundamentals with windows/Linux and appliance-based platformsIntercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.