Associate Service Operations Engineer

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

This position is based in the following office location:

Manchester, NH

The opportunity

The Associate Service Operations Engineer reports directly to the Director of Service Delivery Operations. You will provide engineering services to support all Field, AV and Media Services projects for SNHU's campus and offices, including engineering services for major projects and capital projects, managing the daily operation of SNHU's security camera system, and Global Viewer Enterprise (GVE) for university-wide AV system resource management. The Associate Service Operations Engineer solves business problems using technology, collaborating with the Senior Service Operations Engineer, Director of Service Delivery Operations, SNHU Public Safety representatives, multiple IT staff and the extended Media and Field Services team to support technical project planning and problem resolution and ongoing AV system management and knowledge transfer. The Associate Service Operations Engineer provides support to SNHU technology users regarding the use of computer hardware and software and helps resolve technical issues with network infrastructure related to AV technologies. You will be on-site for this role in Manchester, NH. #LI-Onsite

What You'll Do:

• Maintain the SNHU Network and AV systems, ensuring operation and addressing incidents, requests, changes, and problems.
• Maintain the SNHU security camera system including inventory, network connection, firmware updates, access control, 90-day data retention, and future growth plans. Meet with Public Safety partners to review camera systems, data collection, and related policies and to ensure understanding and planning. Work with networking team to ensure adequate bandwidth capacity, server and database connections. Partner with field services to confirm proper procedures are in place for camera maintenance. Conduct camera validation following power outages.
• Manage the Global Viewer Enterprise system to provide efficiencies for AV system resource management across the organization. Provide programming for Extron panels to control rooms and ensure that panels and equipment communicate with GVE.
• Manage all aspects of networking for AV infrastructure, including configuration, installation, replacement, inventory, organization, and decommissioning of equipment.
• Implement and support new projects, upgrades, and operational projects, providing technical knowledge and guidance.
• Manage the inventory of the SNHU security camera system and Global Viewer Enterprise system. This includes tracking all equipment, performing regular audits, ensuring accurate records, and planning for future inventory needs.
• Enter Help Desk tickets into the ITS ticketing system according to established procedures to track progress / resolution of technical issues, monitor for trends, and identify training opportunities.
• Oversee integrity of computer systems and associated networks.
• Collaborate with University members, vendors, and service providers to ensure solutions and support.
• Support Media Services and extended IT team in technical project planning and execution. Provide technical knowledge, control system programming, capacity planning, configuration, tuning, testing and guidance for AV and Media related technologies.
• Provide technical assistance, troubleshooting, and support for network, voice, AV systems, and related conferencing technologies.
• Provide expert AV system support services including helping and educating co-workers in troubleshooting, configuration, repair/replace recommendations.
• Manage critical issues and deep dive into technical problems to identify long-term solutions for complex AV system problems.
• Maintain technical knowledge, create technical documentation, and communicate technical support to non-technical personnel.
• Maintain high quality records of designs, as-built system documentation, QA test results, versioning.
• Maintain and upgrade each AV system over its lifetime.
• Conduct technology research and contribute to documentation and knowledge base.
• Perform appearance and preventive maintenance visits to conference rooms (VC connections, wires, peripherals, and speakers).
• Other responsibilities as assigned. Job responsibilities can change at any time, wit