AV and Event Operations Support Specialist

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Visa's Corporate Technology Support is undergoing a strategic transformation in how we deliver operational support to our end-users. This evolution involves centralizing operational functions to provide world-class, white-glove service. The AV and Event Operations Specialist is a key technical role integral to both advanced audio-visual (AV) operations and high-profile event support. This position provides critical support to the Senior Event Operations Specialist and the Lead, Events and Video Production Specialist, ensuring flawless execution of all AV and event-related functions.

This role places the successful candidate at the forefront of end-user and executive interactions, demanding advanced technical versatility, exceptional customer service acumen, and the ability to perform under pressure in a dynamic, fast-paced environment. This position reports to the AV Operations Manager – L2 Global Support.

Key Responsibilities:

Advanced AV Operations:

• Set up, configure, and maintain a wide range of professional AV equipment, including PTZ and broadcast cameras, digital audio mixers, various microphone types (lavalier, handheld, tabletop), professional lighting rigs, and large-format projection systems.
• Manage and execute live streaming and video production workflows, ensuring high-quality, uninterrupted streams to various platforms.
• Perform real-time, in-depth troubleshooting of complex AV and video teleconferencing (VTC) systems during high-stakes events and meetings, including systems from Poly and Cisco.
• Conduct routine and preventative maintenance, including firmware updates and system calibrations, to ensure all AV equipment meets the latest performance and security standards.

Event Planning and Technical Support:

• Collaborate on the development of comprehensive event plans, with a focus on technical timelines, signal flow diagrams, and operational checklists.
• Coordinate all technical logistics, including vendor arrangements for specialized equipment, system setup, and crew scheduling.
• Provide on-site technical leadership and support during events, managing all operational and technical tasks from setup to breakdown.

Microsoft Teams Triage and L2/L3 Support:

• Act as a Level 2/3 escalation point for complex Teams-related issues that Level 1 support cannot resolve.
• Utilize the Microsoft Teams Admin Center (TAC) to manage and troubleshoot user profiles, device settings, and call quality issues.
• Analyze call analytics and use diagnostic tools within the TAC to identify and resolve issues related to network connectivity, device configuration, and service health.
• Manage and triage support tickets according to ITIL-based incident management principles, prioritizing based on impact and urgency to ensure efficient resolution.
• Create and maintain detailed documentation for recurring issues and their resolutions to build a knowledge base for L1 support.

Vendor and Venue Technical Coordination:

• Serve as the primary technical liaison with AV and production vendors.
• Collaborate with venue technical staff to ensure all logistical and technical requirements, such as power distribution, network drops, and rigging points, are met.

Logistical and Technical Execution:

• Lead the setup, execution, and teardown of event systems, ensuring all components are implemented according to detailed technical plans.
• Provide hands-on, on-site support, addressing and resolving any technical and operational challenges that arise during live events.

Stakeholder and Crew Communication:

• Effectively communicate technical requirements and event status to internal teams, vendors, and venue staff to ensure complete alignment.
• Conduct pre-event technical briefings with all stakeholders and crew to meticulously review event plans and address any potential issues.

Post-Event Technical Analysis:

• Participate in post-event debriefs, gathering technical feedback from stakeholders, crew, and attendees.
• Analyze technical performance and identify areas for improvement to enhance the quality and efficiency of future events.
• Contribute to detailed reports on event performance, including metrics on technical uptime, audience engagement, and streaming analytics.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

• 2 or more years of hands-on work experience in a technical AV role.
• Bachelor's degree in Event Management, Communications, Media Production, or a related technical field.
• A minimum of 2 years of experience in advanced AV operations and event support.
• Dante Certification (Level 1, 2, or 3) is highly preferred.
• Proven success in supporting high-stakes, technically complex events and delivering exceptional results.
• Extensive experience with live streaming, video production, and VTC systems is a significant advantage.

Skills:

• Event Planning and Technical Coordination:
• Demonstrated experience in technical event planning and operations, with a strong emphasis on logistical and signal flow coordination.
• Exceptional organizational and multitasking skills to manage multiple complex tasks and projects simultaneously.

Technical Proficiency:

• Expert-level skills with professional AV equipment and live streaming platforms (e.g., YouTube Live, Facebook Live, Twitch, Zoom, Microsoft Teams).
• Advanced knowledge of video production software such as Adobe Premiere Pro and Final Cut Pro.
• Deep understanding of industry-standard video codecs (H.264, H.265), audio formats (AAC, Dolby Digital), and streaming protocols (RTMP, HLS, DASH).
• Proficiency with video resolution standards including HD, Full HD, and 4K.
• Experience with control systems such as Crestron and Extron is highly desirable.
• Microsoft Teams Administration: Proficiency in the Microsoft Teams Admin Center for managing users, teams, policies, and devices. Experience with configuring and managing Teams policies for meetings, messaging, and guest access in line with security best practices. Familiarity with Microsoft 365 security and compliance standards such as HIPAA, ISO 27001, and SOC 2. Ability to utilize Teams reporting and analytics to monitor usage and troubleshoot performance issues. Knowledge of troubleshooting Teams client issues, network connectivity problems, and live event configurations.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.