Overview
The role ensures the seamless and efficient use of technology in planning, executing, and evaluating events and meetings, vital for maximizing engagement, streamlining operations, managing content, and minimizing technical disruptions.
Key Responsibilities
- Providing on-demand technical assistance for hardware, software, network connectivity, and audio-visual (AV) equipment.
- Managing technological aspects of event logistics, including digital floor plans, check-in systems, and communication systems.
- Implementing technologies like live streaming, virtual platforms, and live captioning.
- Handling service calls and escalations.
- Ensuring the smooth and secure daily operation of ICT systems and applications.
- Automating routine tasks using event management software.
- Supporting the identification of opportunities to automate tasks and streamline processes.
- Supporting ICT Asset inventory tracking.
- Providing end-user training and support.
- Coordinating with WFP-TEC team for level 3 support.
- Assisting with the development, management, and display of digital content.
- Utilizing technology to support interactive and immersive experiences for attendees.
- Ensuring applications and data are secure and compliant with policies.
- Performing regular maintenance and updates on applications and platforms.
- Supporting the collection and analysis of data on attendee behavior and event success.
Required Experience
- A minimum of 6 years of professional experience in IT Support or IT Customer Service and related enterprise systems environment is required.
- Experience in assisting users on IT/ Business products and services and use of applications and diagnostic tools is required.
- Working experience with Live Event support by managing related tasks such as the flow of content on the day of the event, coordinating AV teams, and handling last-minute, speaker-related changes is required.
- Working experience with enterprise content management (ECM), content management systems (CMS), event management systems, and virtual/hybrid event platforms (Digital Proficiency) is an asset.
- Working experience in Post-Event Evaluation with analysis of audience feedback and session performance to improve future events is an asset.
- Strong analytical and problem-solving skills are essential.
- Good knowledge of Microsoft suite such as MS365, MS Sharepoint, MS Teams, MS Copilot etc. is an asset.
Qualifications
- Completion of secondary education is required.
- Professional and/or university/professional courses related to System Engineering, Computer Science, Programming or equivalent specialized training is an asset.
- ITIL Foundation Certificate or equivalent customer support certification is an asset.
