IT Officer Client Services

Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. 

Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty and promote shared prosperity in a sustainable way by delivering transformative information and technologies to its staff working in over 150 locations.

Our vision is to transform how the Bank Group accomplishes its mission through information and technology. In this fast-paced, ever-changing world, the formulation and implementation of the ITS strategy is an ongoing, iterative process of learning and adaptation developed through extensive consultations with business partners throughout the World Bank Group.

ITS shapes its strategy in response to changing business priorities and leverages new technologies to achieve three high-level business outcomes: business enablement, by providing Bank Group units with innovative digital tools and technologies to transform how they deliver value for their clients; empowerment & effectiveness, by ensuring that all Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally; and resilience, by equipping the Bank Group to provide risk-based cybersecurity and robust data protection for a global network and a growing cloud platform.

Implementation of the strategy is guided by three core principles. The first is to deliver solutions for business partners that are customer-centric, innovative, and transformative. The second is to provide the Bank Group with value for money with selective and standard technologies. The third principle is to excel at the basics by providing a high performing, robust, and resilient IT environment for the organization.

The Global Telecoms & Client Services (ITSGC) department within ITS provides global communications and client services, products, and support for all member organizations across the World Bank Group. Services provided by ITSGC include global network, unified communications (Telephony, Audiovisual, and Videoconferencing), end-user device and mobility service provisioning, IT support (Helpdesk, front-line IT support and IT training), for the entire World Bank Group, as well as coordination and implementation of all infrastructure projects facing World Bank Group country offices.

This position is a part of the ITS Unified Communications (ITSCU) unit under ITSGC. The Senior Media Systems Technician provides advanced audiovisual technical support and exceptional customer service for high-level multimedia events in state-of-the-art conference rooms, control rooms, multi-purpose rooms, and event spaces. This role works collaboratively as a member of the ITSCU AV Operations team to provide thoughtful, strategic, and appropriate solutions for clients, while providing timely and clear communication to stakeholders and management.

Essential Job Functions:

• Lead a small team of AV technicians in support of events in special event spaces, including the performance of the following tasks:
• Daily room-readiness checks, power up/down procedures, equipment set-up, troubleshooting and testing for executive level meetings, conferences, and special events with live, virtual and hybrid elements.
• Set up, operation, and striking conference room systems including varying types of microphones and sound amplification systems, data/video displays, projection systems, and AV control systems.
• Respond to client inquiries, monitor conference room systems remotely and in-person, participate in end-to-end testing and systems verification.
• Verify, test, troubleshoot, and monitor virtual connections prior to and during meetings.
• Set up and play back presentations, connect laptops and/or desktops with display interfaces to portable and data projectors; adjust images for maximum visibility and size correctly.
• Set up standard audio systems consisting of microphones, mixer, amplifier, and speakers, calibrating, and adjusting for level and intelligibility without feedback.
• Set up, playback, stream, and record from a variety of video and audio sources.
• Lead implementation of AV/VC support model in a global capacity.
• Develop, document, and update standard operating procedures and business processes.
• Work closely with virtual platform teams to manage hybrid meetings.
• Understand signal flow and provide basic troubleshooting for audiovisual equipment.
• Report system anomalies, equipment problems, customer incidents, or any other discrepancies that may arise. Work with management to resolve.
• Other duties as assigned.

Selection Criteria:

• Master’s degree with 5 years relevant experience or Bachelors Degree with a minimum of 7 years relevant experience in communications, audio/music, electronic engineering, or technical school with electronics and audiovisual training.
• 2+ years of experience with the setup, operation, and troubleshooting of conference rooms, control rooms, auditoriums, theaters, hotels and/or broadcast environment.
• AVIXA CTS certification preferred.

Skills & Qualifications:

• Best-in-class customer service skills with a patient and professional presence.
• Projecting calmness while urgently solving customer requests to ensure timely resolution is critical, balanced by the situational awareness to know when to act independently and when to ask for help.
• Proficient knowledge of current AV industry practices, standards, and procedures.
• Solid experience with integrated and ad hoc AV and conference systems, digital audio consoles, streaming, virtual meeting platforms, video systems, lighting equipment, computers, device control systems, etc.
• Strong work ethic; interest and enthusiasm for growing skills in the AV and event industry.
• Basic familiarity with computers, networks, and connecting devices to a network.
• Capability to read and understand wiring diagrams, CAD drawings and schematics is a plus.
• Advanced audio or video production skills such as live audio mixing and recording, camera operation, editing, installation, or field experience are desirable.
• Ability to thrive in an international organization with diverse clientele located globally.
• Must be a self-starter and a team player that takes pride in their craft.

Source:  https://worldbankgroup.csod.com/ats/careersite/JobDetails.aspx?id=27398&site=1