Analyst, IT

Job Purpose

Intercontinental 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.

Responsibilities

• Troubleshoot 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 management
• Support 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 necessary
• Working with the AV vendors, assist with configuration and testing of products and services
• Audit/maintain an inventory of all conference room data, hardware, and license management
• Ensure all applicable devices and services are monitored and alerts acknowledged/addressed within set SLAs
• Assist 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 service
• Assist with asset life cycle management and procurement of all AV/VC equipment in conference rooms
• Fully support companywide town-hall and events
• Participate in an on-call rotation for after hours and weekend support
• Assist in local small/medium sized projects as needed
• Assist with Incident/BCP and Change Management activities and tasks
• Working with the UX and other applicable teams, ensure all training material for end users as well as operational documentation are frequently created, reviewed and updated

Knowledge and Experience

• College Degree in IT, Information Systems/Multimedia or related disciple in Audio/Video multimedia engineering is highly desirable
• Collaboration certifications in Zoom, Microsoft or Cisco Webex platform is highly desirable: Microsoft 365 Certified: Teams Fundamentals
• Familiarity with DSPs and how they function in complex conference rooms
• Minimum of 1-2 years exposure in a medium to large sized organization supporting an AV/VC environment
• Familiarity with operation, functions and features of commercial audio-visual (AV) and video conferencing (VC) systems
• Experience with installation and administration of Video Conferencing equipment including Cisco Room Kits, Poly, DTEN, Logitech and QSC endpoints
• Basic experience in administering and supporting cloud-based collaborations with Zoom and Microsoft Teams Rooms
• Basic experience in support of large audio and video townhalls and webinars
• Basic knowledge in remote monitoring, alerting and automation technologies and workflows

Desirable Knowledge and Experience

• Exposure to working with ServiceNow, SLAs, Change and Incident management practices
• Fundamental on-site experience in contributing to conference room upgrades and new installations
• Familiarity 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/IPTV
• Basic understanding of system schematics, cable pull schedules and high level/Low level architectural drawings
• Strong knowledge in Microsoft Office and other collaboration tools
• Basic understanding of TCP/IP, LAN, Firewalls, multicast over IP network protocols and DHCP services
• Basic client/server fundamentals with windows/Linux and appliance-based platforms