Technical Support Specialist

Department 0943 - Back Office Relationship & IT We are seeking a tech-savvy, customer-focused Meetings Technical Services Specialist to join our Engineering & IT team. In this role, you will provide support in planning and executing the hybrid components of conferences and meetings. You’ll leverage your experience in IT and audio-visual production to coordinate with internal teams and external vendors. You will be responsible for providing technical support and hardware maintenance in ICANN conference rooms, on-site during meetings and events, meeting spaces to support a seamless global hybrid work environment. Key Responsibilities & Duties: Support the planning and execution of the hybrid component of meetings and conferences. Support assigned tasks for meeting technology projects from concept through completion. Stay up to date on emerging meeting technologies and best practices. Recommend technical implementations for continuous service improvement. Ensure reliable performance and life cycle management of hardware and AV systems that are part of the ICANN Meetings shipment, hybrid meeting kits, and global conference rooms. Manage daily operation, tech support, and maintenance for all ICANN office conference room technology. Coordinate with contractors and vendors for management of conference rooms and meetings. Act as lead Meeting Technical Services (MTS) technician for assigned events and meetings. Provide administration and tech support for MTS managed platforms. Work within rigid deadlines to produce and support ICANN meetings. Make correct decisions in the high-pressure situations presented by live broadcast events. Research, identify and implement appropriate Project Management Methodologies, Policies and Procedures. Direct the preparation of business cases which clearly identify Project Scope, Objectives, Costs and Benefits. Ensure adherence to Project Timelines, Budgets, Methods, Guidelines and Compliance with Applicable Laws and Regulations. Direct timely communications of Project Management Policies and Procedures, as necessary. Participate in the Development of Company Strategic Business Plans. Develop and cultivate strong Business Relationships with End-Users and other Project Stakeholders. Work within rigid deadlines to produce and support ICANN meetings. Make correct decisions in the high-pressure situations presented by live broadcast events. Other duties as assigned or requested. Required Knowledge, Skills, and Abilities (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions) Strong interpersonal communication skills and the ability to maintain effective working relationships with co-workers, partners, vendors and the public are required Must be a team-oriented person Must work independently and be a self-starter. Proven results leading and overseeing customer and / or partner success stories in the following domains: front and back-end solution architecture, development, and release management strategies, change management, and direct leadership in designing solutions that meet or exceed customer needs. A strong understanding of outsourcing environment, computer systems management, business principles, systems improvement, and project management Excellent analytical skills Excellent presentation, verbal communication, and written English skills; English as a first language or native speaker-level English skills Must be flexible to travel at short notice. Must be able to travel up to 40% of working time. Must be able to adapt to working internationally, including the challenges presented by varying time zones, environments, business culture, and other circumstances. Education and Experience Requirements: Bachelor's Degree required, Study in Computer Science, EE, Audio-Visual Production, or a related field desired Minimum of 5–7 years of experience, with a Bachelor’s degree in Computer Science or Audio-Visual Production Experience working with video conferencing and AVoIP required. Experience establishing and maintaining relationships with individuals at all levels of the organization, in the business community, and with vendors Experience managing cross-functional and/or matrix teams Experience diagnosing, isolating, and resolving complex issues and recommending and implementing strategies to resolve problems Experience identifying operational issues and recommending and implementing strategies to resolve problems Experience interacting at the executive level Experience with demand management Experience aligning resource capacity with work Experience challenging and pushing back on key stakeholders when work does not align with priorities Experience partnering with business leaders to understand upcoming demands Experience managing live events globally, in diverse environments and circumstances. Language Fluency, both written and spoken, in English is required ICANN is a global organization that values diversity; preference will be given to candidates with demonstrated skills in additional languages besides English Working Conditions & Physical Requirements: International travel may be required to support ICANN related meetings as requested for lengths of 14-16 days for each trip, approximately three times per year, likely on different continents. Willingness and ability to travel domestically and internationally 30% of the time, or as needed Ability to travel without restrictions globally, frequently with limited notice is required Comfort level with an international work environment that requires availability at times outside normal business hours, Work is sometimes performed in a normal office environment with limited privacy and some exposure to background noise Willingness to work in the Los Angeles office a minimum of 2 days per week and based on demand for support. Work is often performed in spaces which do not offer privacy or protection from background noise, both indoor and outdoor. While performing the duties of this job, the employee is frequently required to stand and walk. The employee regularly is required to sit. The employee is frequently required to talk or hear; use hands and arms to reach, handle or feel. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. The employee may occasionally lift and/or move up to 50 pounds The salary range provided here is a general estimation for the position at the time of posting based on the primary location. Salary ranges vary based upon geographic regions and countries. Final compensation packages take into consideration of a variety of factors including but not limited to a candidate’s location, work experience, knowledge, skills and other compensable factors. #J-18808-Ljbffr