Description

Location:Kuala Lumpur, MY

Are you looking for an opportunity to work in a dynamic and growing environment? Do you like to work for the collective success of the team and the organisation? Field Services in Digital Workplaces (DWP) is seeking a passionate and experienced Audio-Visual Support Engineer to join our Global Multimedia Operations Team.

As a Field Services 'AV Multimedia Engineer', you will:

• Together with the team, ensure daily operations of the global AV Multimedia service.

• As required, provide remote or hands-on dedicated AV support for high profile business meetings and large scale local or global live events.

• Ensure integrated AV systems are operated in accordance with systems specification and to ensure maintenance schedule is rigidly adhered to.

• Work closely with internal engineering teams and external partners to develop, test and implement / install the future road map of meeting room technologies in line with the evolving ways of working.

• Together with internal stakeholders, coordinate the implementation of new meeting room technologies for new or changing office locations, in addition to handling the respective decommissioning tasks for office closures, changes and moves.

• Assist in or take ownership of Incidents and escalations for our services to ensure coordination of resolving parties, effective and transparent communication to stakeholders, and mitigation against future reoccurrence.

• Ensure high quality of operational service (SLA's) and high levels of performance for Multimedia services on a global level, based on service metrics (KPI's) and customer experience insights, including related steering and oversight of service providers and delivery teams.

• Work with external service providers to ensure that objectives and service levels are met, and any internal regulations are complied with.

• Support in the education and training for customers and provide technical support guidance to Field Services team members in relation to AV room technologies.

• Develop an understanding about our locations, the key stakeholders and our customers, it's not just about knowing who they are, but also in identifying, validating and supporting their needs.

• Take ownership for the life-cycle management activities for all AV Multimedia Hardware assets within your responsible areas and office location

• Support the work of the wider Field Services community as directed by your direct management teams, including activities required to support business continuity.

• Provide input into improving our standard operating procedures & documentation.

• Ensure mandatory compliance with information security policies, standards and procedures.

About the Team

The AV Multimedia Operations team is situated within the Field Services Area, under the Digital Workplace Service (DWP) division in Swiss Re.

Our mission in Field Services is to meet and exceed customer expectations, through the provision of a timely, professional and an efficient onsite local support service at every customer interaction, underpinning our Digital Workplace strategy. We ensure our customers can use our services and products from day one (onboarding) and to provide end user support when needed while ensuring minimal interruptions and productivity loss.

We actively leverage a global environment that fosters an open, collaborative, and unifying culture, enabling us to support our customers and each other in a manner which is efficient, effective and friendly.

About You

• You have a sound know-how and technical knowledge of physical Video Conferencing and Audio-Visual systems, including how to install and maintain them.

• You have a wide knowledge of major web conferencing platforms and hands-on experience of supporting Microsoft Teams and MS Teams Townhall.

• You are passionate about operational excellence and known by a positive "can do attitude" with a customer-centric support approach.

• You will have a track record in establishing and building credibility quickly and maintaining relationships with internal and external clients, direct reports and peers.

• You have a good command of cross functional working and cultural sensitivity.

• You are a great team player and can collaborate effectively with team members.

• You can openly express your own views and ideas while keeping open to different opinions.

• You can prioritise tasks and work well on your own under pressure.

In addition, you can demonstrate the following expertise and experience:

• Education / Relevant work experience: Degree or qualification in an IT/AV Media Production related discipline or equivalent technical and business experience such as CTS (D/I), Q-Sys Level 1 or Level 2.

• Ownership and initiative: You can take ownership of problems and proactively work with the relevant parties to resolve issues and conflicts.

• Relationship management: You can identify, analyse, manage and monitor relationships with and between stakeholders. You know how to clarify mutual needs and commitments through consultation and consideration of impacts.

• Using Own Initiative: You can drive topics on your own, be a strong team player with a critical results-oriented attitude.

• Communication Skills: You can communicate well with peers and stakeholders across all levels of an organisation, with excellent command of English (and any other local language if relevant).

• Flexible and adaptable in a changing and challenging environment; working well under pressure, can think 'out of the box' when unexpected or unplanned events arise.

• Experience of cross functional working and cultural sensitivity.

• Preferred knowledge of IT Service Management and reporting tools such as Service Now (SNOW), Jira, MySpend, Power BI etc.

Please apply with your detailed documentation (CV, cover / motivation letter, etc.).

About Swiss Re

Swiss Re is one of the world's leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 15,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability.

If you are an experienced professional returning to the workforce after a career break, we encourage you to apply for open positions that match your skills and experience.

We may use AI-powered tools to support the review and evaluation of applications for this position. These tools provide additional insights to our recruitment teams, but all hiring decisions are carefully reviewed and made by people. To learn more about how we use AI in recruitment and how we handle your personal data, please review our Data Privacy Statement before applying.

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