Systems Operations Specialist

Systems Operations Specialist

ESI Design is seeking a Systems Operations Specialist. The studio is seeking someone who can work independently and collaboratively with our Creative Technology Director and Operations Leader to manage our media maintenance contracts with various clients. The successful candidate will have excellent communication and problem solving skills to deliver outstanding results for our clients as well as a passion for experience design.

In your new role, you will:

1. Responsible for maintenance operations for all completed projects under active maintenance contracts, including tier-1 troubleshooting, escalation to software developers, hardware integrators, and any other necessary vendors through issue resolution
2. In some cases, act as the primary user of the CMS on completed projects, updating and scheduling content as needed for the client, or assisting and training them on how to manage the CMS themselves and intervening when necessary
3. Renew and negotiate maintenance contracts with clients, involving NBBJ legal when necessary
4. Review billing statements and ensure invoices are paid
5. Manage changes in client ownership, stakeholders, or billing structures
6. Maintain comprehensive documentation by recording tickets and tracking resolutions, as well as compiling detailed installation records including manuals, as-built drawings, IP address tables, and contact information for all personnel involved in the installation and ongoing maintenance of the project
7. Take ownership in customer relations, ensuring all clients under contract are receiving service in a timely fashion and see value in the contract
8. Conduct on-site maintenance visits at some sites on an annual basis to meet with clients, review equipment, and make recommendations as needed on future budgeting and planning for upgrades.
9. Interest in expanding beyond system operations to better understand—and potentially contribute to—the software and technical systems behind ESI's experiential work

What you will need to succeed:

• A minimum of 5 years of demonstrated experience for an experience design firm or A/V integrator
• Strong understanding of audio visual technology systems
• Must have excellent communication (verbal/written) skills with respect to clients, team members, peers, and management
• Demonstrated experience with troubleshooting and analytical problem solving for complex A/V installations
• Comfortable interacting with clients, building managers, vendors, and internal teams
• Proven ability to work in cross-functional environments including corporate, retail, and commercial real estate
• Working knowledge of Brightsign, Crestron, Q-sys and equivalent media servers and AV platforms
• This position requires occasional travel to client locations for maintenance visits
• Detail oriented, tracking resources, contacts, and Helpdesk tickets across multiple projects simultaneously

The annual base pay range for this role is anticipated to be between $95,000 - $120,000. Actual compensation for successful candidates will be carefully determined based on a number of factors, including their skills, qualifications and experience.