About this role
To assist in the deployment and support of SANS network and audio-visual systems at live training events in the META region, as well as supporting the live online streaming platforms utilised during these events. Events & Audio Visual (AV) Operations Assist the Senior or Lead Operations Technician in the setup, configuration, and delivery of SANS training events across the META region. Install and support network infrastructure at events, including router, managed switches, wireless access points and controllers. Set-up and maintain audio-visual equipment including projectors, screens, microphones, speakers, and video conferencing systems (Zoom, Teams Rooms, Webex). Provide on site technical support during events, training sessions and meetings to instructors, TAs, VTAs, and students. Troubleshoot network, AV, and streaming platform issues during live events. Carry out pre-event testing and daily room checks. Support recording, uploading, and validation of course content. Assist with virtual lab environments and VM functionality. Escalate complex technical issues where required. IT Support & End User Services Provide first- and second-line technical support for hardware, software, and systems. Diagnose and resolve issues across Windows/macOS, Microsoft 365 (Outlook, Teams, SharePoint), and Endpoint devices (laptops, desktops, mobile devices). Manage user accounts, access rights and permissions (Active Directory / Entra ID). Perform device setup, imaging, configuration, onboarding and offboarding. Configure and maintain employee laptops in line with SANS standards. Maintain asset inventory and lifecycle management. Provide Service Desk triage and response. Network, Systems & Infrastructure Support Support LAN/WAN connectivity and Wi-Fi networks. Perform basic network troubleshooting (IP, DNS/DHCP, connectivity and latency issues). Monitor network performance and escalate issues. Assist with setup and maintenance of network hardware (switches, routers, patching). Develop knowledge of networking technologies and concepts. Systems Maintenance & Security Perform routine system checks and preventative maintenance. Apply patches, updates, and security fixes. Monitor alerts and respond to incidents. Ensure backup processes are functioning correctly. Follow IT security policies and support MFA, endpoint protection, and access control. Identify and escalate security risks or incidents. Ensure compliance with internal IT and data protection standards. Incident, Service & Vendor Management Log, track, and resolve tickets using ITSM tools. Prioritise issues based on impact and urgency. Meet SLAs and escalate complex issues. Liaise with external vendors for hardware support and repairs. Liaise with external vendors for Network/ISP issues. Track and manage procurement and maintenance of IT/AV equipment. Documentation, Continuous Improvement & Collaboration Maintain accurate documentation of systems and procedures. Create and update knowledge base articles. Document recurring issues and contribute to improvements. Identify opportunities to improve user experience, system performance and support processes. Collaborate with IT, facilities, and event teams. Communicate clearly with technical and non-technical users. Support cross-functional initiatives. Stay up to date with new technologies, tools and best practices.