UCC (Audio Visual) Sr. 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

• 2-4 years of experience in Audio Visual Support or a related discipline.

• Knowledge of SIP, VoIP, MPLS, AVoIP, and related network protocols.

• 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.
• Knowledge of digital audio mixers and Dante audio.

• Knowledge of Vmix, BlackMagic Studio Cameras and switchers.

• Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.

Education

An associate degree or equivalent experience in a relevant field

Responsibilities

The (UCC) Support Engineer role is highly responsive and requires a proactive individual with strong technical and customer service skills. In addition to the core responsibilities, the role also involves the following:

• To provide onsite Audio-Visual meeting room support services, including system operation, troubleshooting, and maintenance of video conferencing, meeting room support, event support, and control systems.
• Diagnose faults accurately and operate all aspects of audio visual, video conference, display presentation technologies, 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. 
• 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 following ITIL process and procedure guidelines for managing workload.

• Equipment Moves and Physical Setups for Events: The role also has physical demands where the team handles transporting, setting up, and dismantling AV hardware such as (but not limited to) projectors, screens, speakers, microphones, lighting rigs, and associated cabling. This often involves lifting and moving heavy items like large displays and sound systems. Responsibilities include ensuring all systems function properly, minimizing downtime through troubleshooting, and adapting to various situations to deliver event solutions independently or under direction.
• Pre Event: Thoroughly testing all AV systems prior to events to identify and resolve any technical issues, ensuring all equipment is fully functional and optimized for performance.
• Event Support: The team will assist in the planning, coordination, and execution of various events. The role requires excellent communication skills, attention to detail, and the ability to work under pressure. This includes providing exceptional VIP support to executive leaders, coordinating events, and ensuring we have resources to enhance their overall experience.
• Collaboration and Customer Interaction: Work closely with the UCC towers of Operations and Engineering, following agreed processes and engaging in a collaborative approach.  Provide excellent customer service managing incidents, service requests, customer interactions and troubleshooting of a range of cutting-edge UCC technologies.

The key competencies for this position include:

• Provide support for high-profile meetings including executive leadership team, external clients with regular meetings with internal partners to help implement customer-driven updates.
• Collaborate with Information Security to implement security architectures that protect data beyond company network boundaries.
• Demonstrate initiative and accountability in resolving day-to-day challenges and consistently improving the production environment.
• Prioritize tasks efficiently, perform well under pressure, and demonstrate strong organizational skills in managing and resolving escalated incidents.
• Identify, test, reproduce, report, and collaborate with engineers to resolve bugs and verify fixes.
• Implement and configure back-end technology for conference rooms and A/V setups.
• Understand workflows for client-side provisioning processes such as network, firewall, and Active Directory requests.

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/early 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. Perform all other duties and responsibilities as required by the immediate manager/supervisor.

About the team

We are seeking a highly motivated and experienced Unified Communications & Collaboration (UCC) Support Analyst to join our dynamic team. In this senior role, you will be instrumental in providing exceptional technical support for our meeting rooms and live production-style events, ensuring seamless communication and collaboration experiences for our internal teams, executive leadership, and external partners. You will be responsible for the setup, maintenance, and troubleshooting of a range of cutting-edge UCC technologies, playing a vital role in the success of critical business events. This role requires a proactive individual with strong technical acumen, excellent customer service skills, and the ability to thrive under pressure. Additionally, you will leverage your expertise in live event production to ensure high-quality execution of events, from planning to post-event analysis.

For US-based roles only: the anticipated hiring base salary range for this position is $82,400.00 - $119,450.00, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for incentive compensation. Moody’s also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion or creed, national origin, ancestry, citizenship, marital or familial status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law. Moody’s also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email accommodations@moodys.com. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications

For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.

This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.

Click here to view our full EEO policy statement. Click here for more information on your EEO rights under the law. Click here to view our Pay Transparency Nondiscrimination statement. Click here to view our Notice to New York City Applicants.
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.