Job Description:

Rakuten International oversees 7 businesses with over 4,000 employees globally. The brand is recognized for its leadership and innovation in e-commerce, digital content, advertising, entertainment and communications, bringing the joy of discovery and access to more than 1 billion members across the world. Our teams deliver on the company's mission to delight merchants and customers through innovation, optimism, and teamwork.

Job Description

Rakuten International is seeking an IT Support and AV Administrator with experience in operating and supporting audio-visual systems. This person will be focused on providing user support, troubleshooting technology issues, maintaining audio-visual systems, and assisting with administrative tasks related to technology resources. The Administrator will work closely with the IT Support Manager and collaborate with the communications and events teams to ensure seamless technology integration, support company events and all-hands, and provide a positive user experience. This role requires working in the office at least three days a week.

• AV Integration: Set up, configure, and troubleshoot audio-visual equipment in meeting rooms, and event spaces.
• Maintain AV systems in coordination with vendors to ensure optimal performance and functionality.
• Help Desk Support: Assist with managing the Technology Services help desk, logging and tracking support tickets, and escalating complex issues as needed.
• Provides on-site support, setup, and recommendations for company events, meetings, and all-hands.
• Ensures live sound reinforcement and lighting support by coordinating and operating video, audio, music matrix and paging systems.
• Installing and operating appropriate AV equipment for various locations, on-site events and all-hands, and conducting regular maintenance and troubleshooting as needed.
• Assists IT Operations Manager by completing special projects as assigned.
• Coordinates with event organizers to understand their requirements and ensure all technical needs are met.
• Maintain documentation, including operational procedures, knowledge articles, user reference guides, and project plans.
• Actively collaborates with information technology staff, project managers, and end-users to gather, develop, and implement customer requirements.
• Train and support IT staff as needed

• Proficiency with audio and video systems, cabling, troubleshooting, and repair.
• Working knowledge of sound, monitor, and recording equipment.
• Working knowledge of wireless video systems and theatre lighting.
• Passionate about delivering excellent customer service.
• Strong organizational and documentation skills.

• Bachelor's degree, previous experience in a technical support role or working with audio-visual equipment
• 3-5 years' experience in a corporate environment with integrated equipment
• 2+ years' experience with Unified Communications (Zoom)
• Experience with Zoom Rooms to support pre-cast, webcasts, and streaming
• Technical Proficiency and previous experience Operating troubleshooting AV and videoconferencing systems effectively. (i.e., Crestron, Cisco, DSP's and Unified Communications)
• Experience with C-level delivery of white glove customer service
• Experience with ticketing systems (Jira or Zendesk)
• 2+ years with Audio Visual Troubleshooting
• Familiarity with common software applications and operating systems
• Strong problem-solving and troubleshooting skills
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team