Systems Operations Specialist
Description
ESI Design, an NBBJ Studio, transforms places into experiences that drive excitement and create a unique invitation for personal interaction and empathy. We experiment and collaborate to develop new ideas for high-profile, visionary clients. We are a community of makers that design, develop and construct large-scale, novel ideas. As a studio within the highly regarded NBBJ Design firm, we are uniquely positioned within the experience industry. We partner with pioneers like Barclays, eBay, Beacon Capital Partners, the Statue of Liberty Museum, and WarnerMedia to create solutions for tomorrow guided by our vision: we design for life.
ESI Design’s approach to experience design combines the physical, digital and behavioral to create memorable moments. We believe the most compelling experiences are born from interdisciplinary collaboration. As a result, our eclectic team and user-first approach allows us to provide a range of experience solutions and a depth of service that’s unique in the world of design. We don’t do off-the-rack solutions – we create custom experiences that are tailor made for every individual client’s needs.
The role at a glance:
ESI Design is seeking a Systems Operations Specialist. The studio is seeking someone who can work independently and collaboratively with our Creative Technology Director and Operations Leader to manage our media maintenance contracts with various clients. The successful candidate will have excellent communication and problem solving skills to deliver outstanding results for our clients as well as a passion for experience design.
In your new role, you will:
- Responsible for maintenance operations for all completed projects under active maintenance contracts, including tier-1 troubleshooting, escalation to software developers, hardware integrators, and any other necessary vendors through issue resolution
- In some cases, act as the primary user of the CMS on completed projects, updating and scheduling content as needed for the client, or assisting and training them on how to manage the CMS themselves and intervening when necessary
- Renew and negotiate maintenance contracts with clients, involving NBBJ legal when necessary
- Review billing statements and ensure invoices are paid
- Manage changes in client ownership, stakeholders, or billing structures
- Maintain comprehensive documentation by recording tickets and tracking resolutions, as well as compiling detailed installation records including manuals, as-built drawings, IP address tables, and contact information for all personnel involved in the installation and ongoing maintenance of the project
- Take ownership in customer relations, ensuring all clients under contract are receiving service in a timely fashion and see value in the contract
- Conduct on-site maintenance visits at some sites on an annual basis to meet with clients, review equipment, and make recommendations as needed on future budgeting and planning for upgrades.
- Interest in expanding beyond system operations to better understand—and potentially contribute to—the software and technical systems behind ESI’s experiential work
What you will need to succeed:
- A minimum of 5 years of demonstrated experience for an experience design firm or A/V integrator
- Strong understanding of audio visual technology systems
- Must have excellent communication (verbal/written) skills with respect to clients, team members, peers, and management
- Demonstrated experience with troubleshooting and analytical problem solving for complex A/V installations
- Comfortable interacting with clients, building managers, vendors, and internal teams
- Proven ability to work in cross-functional environments including corporate, retail, and commercial real estate
- Working knowledge of Brightsign, Crestron, Q-sys and equivalent media servers and AV platforms
- This position requires occasional travel to client locations for maintenance visits
- Detail oriented, tracking resources, contacts, and Helpdesk tickets across multiple projects simultaneously
The annual base pay range for this role is anticipated to be between $95,000 - $120,000. Actual compensation for successful candidates will be carefully determined based on a number of factors, including their skills, qualifications and experience.
Why choose NBBJ?
We believe that all NBBJ employees should love their work. This means not only loving what you do but having pride in your workplace. We strive to be that irresistible place to work by enhancing your employee experience with customized programs and comprehensive benefits. In addition to 100% covered employee healthcare costs and 401k contributions, we offer unique professional development opportunities, volunteer opportunities and access to leading technology and resources to further help you love your work and advance your career.
- NBBJ has been named three times by Fast Company as one of the most innovative architecture firms.
- Founded in 1943, our first office opened over 75 years ago in Seattle, Washington. We now have over 10 office locations around the globe.
- We are a transdisciplinary, cross-practice focused firm with a deep portfolio of Civic & Cultural, Commercial, Corporate, Healthcare, Higher Education, Science and Technology, Sports, and Urban Environment projects. We also have several areas of service expertise including: Architecture, Environmental Graphic Design, Interior Design, Lighting Design, Workplace Consulting and more.
- In the past decade, NBBJ has received more than 300 awards from leading global, national and regional award programs across the business, real estate and design communities.
- We work with 5 of the top global high-tech companies, 14 of the U.S. News and World Report Top Hospitals, and 4 of the top 10 highest-ranked learning institutions.
- Our clients include institutional leaders such as Cambridge University, Google, Samsung, Cleveland Clinic, Tencent, and Stanford University.
NBBJ is an Equal Opportunity Employer. M/F Disabled and Vet EEO/AA Employer.
NBBJ does not accept unsolicited resumes or similar submissions from third party recruiters or employment agencies. Any unsolicited materials received by NBBJ from a source other than an individual candidate will be considered NBBJ property and NBBJ reserves the right to pursue and hire candidates referred to us without any financial obligation to the third party in question. If you are interested in becoming an approved NBBJ external recruiter, please contact a member of the NBBJ Talent Acquisition Team.