A full time, mostly site-specific position focused on AV solutions and support for our AV infrastructure, meetings, and events. Support and maintain in-house AV systems, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal performance and uptime. Troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required. Identify areas for automation within EAIT and focus on design, development, and evaluation of automation. Contribute to the operations, support, and continuing development of event AV and meeting room systems and technologies. This position is to participate in IT communities focused on future standards and knowledge sharing. Providing after-hours support for the local studio desktop team when needed is a requirement. Due to the nature of the support role, the work is 100% on-site.

Key Skills & Responsibilities

• Provide exceptional AV support and white glove service to C-Level, Executives, and other VIPs for meetings, conferences, and events. This would include being present for said meetings and coordinating with a backup desktop technician for coverage/extra hands.
• Perform analysis and diagnosis of complex AV issues for end users, demonstrating expertise in AV signal flow and systemic troubleshooting methods to efficiently identify root cause and resolve issues for end users as well as our AV infrastructure, and recommend and implement solutions.
• Create schematics for complex meeting rooms.
• Perform routine preventive maintenance, maintain functional aspects of AV systems, and maintain an inventory of equipment, ensuring a ready-to-use state for meeting rooms.
• Evaluate, prioritize, and respond to service requests with a resolution, as well as taking ownership of ticket escalations from the desktop team.
• Build and maintain proactive relationships with key stakeholders (including C-Level, Executives and VIPs) within company business units that we support and work with, ensuring business objectives are met.
• Place and escalate vendor/integrator service calls when necessary to resolve hardware or software failures.
• Project management of new builds. Keeping stakeholders informed and ensuring minimal downtime of AV systems
• Management of budget. Scoping, placing, and managing purchase orders of AV equipment.
• Knowledge, understanding, and hands-on experience of video conferencing including support for Zoom conference calls and webinars.
• Knowledge of production equipment and broadcast.
• Understanding of production terms and roles within live events, including A1, V1, Technical Director.
• Operating audio and video equipment during live and hybrid events (including Digital audio Mixers, wireless microphone management, screen switching, PTZ cameras, Lighting control, content management, remote participant management, etc.)
• Familiarity with product lines including Crestron, Extron, Samsung, BiAmp, Clearone, QSC / Q-SYS, Shure, Neat, Poly, BrightSign, etc.
• Management of digital signage software and hardware. Including custom content management and uncommon aspect ratio management.
• Familiarity/certification with IP network audio systems (such as Dante).
• Provide support and training on meeting rooms, AV systems, and tools to end users with varying levels of technical proficiency.
• Maintain, refine, and create AV systems documentation in Confluence or EA Google Drive.
• Identify opportunities to improve existing processes through refinement and/or automation.
• Ensure compliance with company processes, methods, and procedures.
• Comfortable working with other trades and mentoring less experienced technicians.
• Valuing being a part of a best-in-class service team.
• Develop AV upgrade solutions based on current or projected business needs, conduct proof-of-concept testing, meet with other site AV engineers to vet solutions and gain consensus or feedback for modifications.
• Recommend meeting room upgrade priorities to the Desktop Support and Site IT Manager.
• Thoroughly test meeting room upgrades before going into production for the studio user base.
• Familiarity in AV programming (e.g. Crestron) and signal flow to support interconnectivity between technologies.
• Monitor room health dashboards daily and contact Workplace Experience (Facilities) immediately regarding rooms whose AV equipment state would impact user experience. Investigate with high priority and arrange with our AV vendor (integrator) for hardware repairs/RMA and resolution where necessary.
• Review meeting room check findings by the desktop support team and address required fixes asap, as well as coach the desktop support team if their room checks aren’t up to standards.
• Lead new L2 desktop technicians’ training for AV support as well as training for the whole desktop team for changes in hardware configuration and procedures.
• Keep a dedicated L2 AV support technician (SME) in the loop and ready for said meetings, to provide coverage in case of illness or PTO.

Required Qualifications

• Bachelor’s degree or professional training/certifications related to areas of responsibilities or equivalent work experience.
• 7+ years of experience in all aspects of professional AV support.
• Experienced in AV design engineering.
• Strong experience with audio and video conferencing technologies.
• Superior client relationship management (i.e. exhibiting the ability to create an atmosphere of tension relief during high stress encounters).
• Troubleshooting and support experience with AVoIP, DSP, control, digital signage and video wall systems.
• Excellent communication and client service skills, with consistent follow-through.
• Understanding of development and consumer game consoles.
• Ability to coordinate and communicate at all levels within the organization.
• Ability to manage vendors (integrators) and ensure deliverables are met.
• Tech Savvy – Ability and passion for learning new technology and tools.
• Excellent Customer Support skills – A drive to help end-users get what they need to do their jobs the best they can.
• Prioritization Skills – The ability to analyze requests and prioritize them based on impact.
• Self-starter, self-motivated, able to work under minimal supervision.
• Able to lift 50 lbs

Preferred Qualifications

• CTS Certification
• Dante L2 or higher certification
• Crestron programming certification (CTI-P101 or above)
• QSYS programming certification
• Shure Technical Enablement Training

Pay Transparency - North America

COMPENSATION AND BENEFITS 

The ranges listed below are what EA in good faith expects to pay applicants for this role in these locations at the time of this posting. If you reside in a different location, a recruiter will advise on the applicable range and benefits. Pay offered will be determined based on a number of relevant business and candidate factors (e.g. education, qualifications, certifications, experience, skills, geographic location, or business needs). 

PAY RANGES

* British Columbia (depending on location e.g. Vancouver vs. Victoria) *$91,100 - $126,900 CAD

Pay is just one part of the overall compensation at EA.

For British Columbia, we offer a package of benefits including vacation (3 weeks per year to start), 10 days per year of sick time, paid top-up to EI/QPIP benefits up to 100% of base salary when you welcome a new child (12 weeks for maternity, and 4 weeks for parental/adoption leave), extended health/dental/vision coverage, life insurance, disability insurance, retirement plan to regular full-time employees. Certain roles may also be eligible for bonus and equity.

About Electronic Arts

We’re proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.

We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life. Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more. We nurture environments where our teams can always bring their best to what they do.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.