Technical Support Analyst

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. 

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. 

Skills and Competencies

• Knowledge of SIP, VoIP, MPLS, AVoIP, and related network protocols. 
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users. 
• Ability to work both independently and collaboratively within a team in a fast-paced environment with demanding timelines. 
• Proficiency in audio visual technologies, including but not limited to Cisco, Polycom, Neat, Crestron, and Extron. 
• Strong working knowledge of Microsoft Teams and Teams Rooms environments, including troubleshooting and administration. 
• Hands-on experience with AV hardware, including video conferencing systems (e.g., Neat Bars, Poly), camera systems, displays, and audio equipment.
• Familiarity with AV control systems, preferably Crestron, including basic operation and troubleshooting. 
• Understanding of professional audio systems, ideally with some exposure to Biamp or similar audio processing platforms. 
• Experience supporting live production events, including managing audio, video, and camera systems. 
• Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues. 
• Familiarity with remote management and monitoring tools for UCC systems. 
• Basic understanding of video switching and routing concepts. 
• Any relevant certifications in AV or UCC technologies (e.g., Crestron, Biamp, Microsoft). 
• Experience with ServiceNow is advantageous. 
• Possess experience with Communication Hub and/or SaaS environments. 
• General knowledge of DNS, Active Directory, SCIM provisioning, authentication protocols, and SAML response with network troubleshooting related to UCC devices. 
• Understanding of SSO (OKTA) and VPN split tunneling. 
   

Education 

• An associate degree or equivalent experience in a relevant field, with 2-4 years of experience in Audio Visual Support or a related discipline. 

Responsibilities

The (UCC) Support Analyst role is highly responsive and requires a proactive individual with strong technical and customer service skills. 

• To provide onsite Audio-Visual meeting room support services, including system operation, troubleshooting, and maintenance of electronic communication systems such as video conferencing, meeting room support, event support, and control systems.
• Diagnose faults accurately and operate all aspects of audio visual, video conference, display, and presentation technologies safely and correctly.
• Ensure efficient and effective operation of meeting room AV systems to minimize downtime and maximize performance.
• To ensure a prompt, courteous, and appropriate response to all customer requests for assistance, support, urgent needs, and room administration, the role involves adhering to defined service level agreements while collaborating closely with other front-of-house services.   
• Maintain the general tidiness, cable management, safety, and order of the service area and meeting rooms, ensuring the highest room standards at all times.
• Diagnose and remedy faults and problems with AV, VC, and TP systems accurately and swiftly.
• Engage in heavy customer interaction, frequently working with supervisors and/or functional peer group managers on matters involving different functional areas, other company divisions or units, or customers and the company.
• Provide support for high-profile meetings including executive leadership team, external clients with regular meetings with internal partners to help implement customer-driven updates.
• Facilitating problem-solving and collaboration, meeting with internal partners, and gathering feedback.
• Accurately connecting and configuring all AV components to ensure seamless operation, including power, video, audio, and network connections.
• Accurately following ITIL process and procedure guidelines for managing workload 

Work hours: 

The position requires 40 hours of work per week, from Monday to Friday. Onsite support hours are from 08:00 to 18:00. Occasionally, a late shift may be necessary, and flexibility to work additional hours outside of the standard work schedule to support events or critical issues, including weekends, which are required to meet business needs. There may also be occasional travel requirements. 

About the team

With 400 employees and 800 contractors worldwide, Moody's TSG is the largest department of Moody's Shared Services. It provides end-to-end technology solutions for Moody's Investors Service and Moody's Shared Services, as well as infrastructure for Moody's Analytics. The development and ongoing support of key ratings and enterprise systems ensure the company's premier standing among credit rating agencies and enable its evolution among regulatory and business demands. TSG continuously seeks talented individuals to drive the execution of its technology roadmap, which offers exciting career opportunities in program management, business analysis, enterprise architecture, software development, quality assurance, IT risk management, vendor management, technology operations, and service management.  

#LI-Hybrid

Annual base salary gross: 26,200 EUR  to 41,800 EUR. Applicable to Lithuania candidates: The base salary range represents the low and high end of the Moody’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, and competencies. The salary is one component of Moody’s total compensation package for employees. Other rewards and benefits include the following: Medical, Personal Accident, Life Insurance and Time Off.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.

For more information on the Securities Trading Program, please refer to the STP Quick Reference guide on ComplianceNet

Please note: STP categories are assigned by the hiring teams and are subject to change over the course of an employee’s tenure with Moody’s.