IT AV Support Specialist (Hybrid)

Job Description This role functions as an IT professional serving as an Audio‑Visual (AV) and Conference Rooms Support Specialist with global scope. The position is responsible for the design, delivery, operation, and continuous improvement of AV and conference room services, ensuring a high‑quality, customer‑centric experience across locations. The Specialist acts as a single point of coordination between onsite IT teams, product teams, vendors, business stakeholders and end users, supporting both hands‑on AV operations and service management activities aligned with global strategy. Responsibilities Design, deliver, manage, and continuously improve AV and conference room services supporting global business operations. Provide onsite and remote diagnosis, troubleshooting, resolution, and maintenance of AV technologies across global conference rooms. Own and document problem diagnosis, solution implementation, administration, and lifecycle maintenance of AV technologies. Define and support escalation models between onsite IT support teams and advanced AV expertise to ensure timely resolution. Act as a liaison between technical teams, business users, management, and vendors regarding service requests, usage standards, security, and compliance. Manage external AV suppliers, ensuring adherence to SLAs, KPIs, quality standards, and agreed service targets. Define, analyze, and report operational metrics and customer satisfaction indicators related to AV services. Manage operational relationships with suppliers, proactively identifying and resolving risks, issues, or conflicts. Ensure services are implemented and executed in line with company technical, security, and quality standards, with a strong focus on continuous improvement. Align AV and Video Conferencing services with product lines, anchor services, and business capabilities. Collaborate with BTPs and related IT product teams to ensure integrated AV/VC service delivery. Contribute to global AV service strategy, documentation, standards, and knowledge management. Support high‑visibility meetings and executive events, ensuring service readiness and rapid response. Maintain and govern AV standards, runbooks, and knowledge articles to drive consistency and efficiency. Participate in incident, problem, and change management processes related to AV services. Qualifications Education Minimum Requirement High School Diploma required. Required Minimum of 3 years of working experience in supporting AV systems in conference rooms or IT operations. Strong knowledge of end‑user AV environments, including Microsoft Teams Rooms, WebEx Rooms, and related AV components. Solid understanding of IT service management principles, preferably ITIL or similar frameworks. Understanding and working knowledge of project management principles. Proficiency in ITIL or similar IT service management framework. Experience operating in a matrix environment. Customer centricity as a core mindset, prioritizing user experience, satisfaction, and service quality in every interaction. Experience supporting hybrid workplace and collaboration technologies in global environments. Ability to translate technical topics into business‑friendly language for non‑technical stakeholders. Preferred Demonstrated ability to build and maintain effective partnerships with internal teams and external vendors. Proven influence and collaboration skills within cross‑functional teams. Demonstrated influence in a team setting. Demonstrated emotional intelligence in a professional environment. Track record of execution excellence and operational discipline. Ability to act as a change catalyst in evolving service models. Understanding of product‑based operating models. Bachelor's Degree preferred. Other Requirements U.S. and Puerto Rico residents only. San Francisco residents only. Los Angeles residents only. U.S. Hybrid Work Model: Employees in office‑based positions will work a hybrid schedule consisting of three total days on‑site per week (mon‑thu, with Friday remote) unless business critical tasks require an on‑site presence. The hybrid model does not apply to field‑based, facility‑based, or research‑based positions; the same applies to roles that have been designated as “remote.” Salary range: $87,300.00 – $137,400.00. Travel requirement: approximately 10%. Shift: Not indicated. Valid driving license: No. Hazardous materials: N/A. Benefits We offer a comprehensive package of benefits, including medical, dental, vision, health‑care and other insurance benefits (for employee and family), retirement benefits including 401(k), paid holidays, vacation, compassionate and sick days. EEO Statement As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. #J-18808-Ljbffr Merck