EY wavespace - AV Technology Support Specialist, EY Technology

Technology has always been at the heart of what we do and deliver at EY.  We need technology to keep an organization the size of ours working efficiently.  We have 400,000 people in more than 140 countries, all of whom rely on secure technology to be able to do their job every single day.  Everything from the laptops we use, to the ability to work remotely on our mobile devices, to enabling hundreds of internal tools and external solutions delivered to our clients, technology solutions are integrated in the client services we deliver and are key to us being more innovative as an organization.

EY Technology supports EY’s technology needs through three business units:

• Client Technology (CT) focuses on developing new technology services for our clients.  It enables EY to identify new technology-based opportunities faster and pursue those opportunities more rapidly.
• Enterprise Technology (ET) supports our Core Business Services functions by delivering fit-for-purpose technology infrastructure at the cheapest possible cost for quality services.  ET also supports our internal technology needs by focusing on a better user experience.
• Information Security (Info Sec) prevents, detects, responds and mitigates cyber-risk, protecting EY and client data as well as our information management systems.  

The opportunity 

EY immersive client experience centers are at the forefront of EY’s Digital Strategy, contributing to EY’s status as an industry leader in Digital Transformation.  There are currently 25 flagship centers and approximately 25 satellite centers, and the number of locations is growing.  These centers are a crucial vehicle for EY to engage with existing and connect to future clients.  They are highly-connected, forming a powerful network for the EY business to connect sessions and teams, helping our clients to respond to disruptive forces and new digital challenges.

The EY-Nottingham Spirk Innovation Hub (EYNSIH) – launched in 2021 – is one of EY’s flagship centers:  Established in collaboration with alliance partner Nottingham Spirk, EYNSIH – set within a 90-year old temple near Cleveland’s University Circle – helps EY’s clients design and launch new products, platforms, and businesses.  This requires seamlessly bringing the physical and digital together, from upstream strategy and ideation through downstream manufacturing and supply chain operations.  Hundreds of client sessions have been hosted at EYNSIH since opening, ranging from relatively straightforward discovery sessions to more complex, multi-day ideation and roadmapping workshops.  Regardless of the session format, the goal for each experience is for every client to leave with a better understanding of the art-of-the-possible and a higher propensity to partner with EY to bring their transformation vision to life.

The EY wavespace™ AV/Technology Support Specialist will act as a dedicated on-site support specialist with responsibility for day-to-day technology operations, serving as the first point of contact for tech-based aspects of client experience delivery at EYNSIH.  In this role, they will ensure that the Hub’s advanced technology – spanning immersive A/V, digital demos, and emerging tech experiences – operates reliably, securely, and at executive-ready standards.  The role will blend technology operations, experiential support, and applied innovation, support high-profile client sessions while continuously advancing the Hub’s technical capabilities.

They will operate with a high degree of autonomy but will require close partnership with wavespace designers & facilitators, account & engagement teams, and solution developers within Client Technology to deliver seamless, differentiated client experiences.  In addition, they will need to build and maintain ongoing relationships with regional leaders, Global Event Enablement, On-Site Tech Support, and wavespace operations, ensuring open communication and feedback around both opportunities and issues impacting the tech landscape at EYNSIH.

Your key responsibilities 

Client Session Tech & A/V Support

• Deliver best-in-class customer service/hospitality for engagement and account teams throughout the event planning and execution process, embodying the EYNSIH team’s desire to consistently go “above and beyond” for EY clients and stakeholders
• Act as the primary onsite technology lead, providing hands-on technical and A/V support for executive-level client workshops and wavespace sessions
• Proactively prepare environments through testing and dry runs – having plan B’s (and plan C’s) appropriately in place as circumstances require
• Troubleshoot issues in real time to ensure client confidence in EY’s abilities as a tech transformation journey partner is not compromised
• Assist with local on-site and off-site support for firm-sponsored wavespace functions/meetings, including a deep understanding and knowledge of network infrastructure, lab/wavespace internal networks and the EY network.
• Occasionally provide remote and/or in-person assistance for roadshow events hosted by the EYNSIH team at offsite locations (e.g., other EY locations, client sites, conferences, etc.)

Onsite Technology Asset & Environment Management

• Proactively manage and maintain all onsite technology assets from procurement through sunset, including (but not limited to):
  • AV components, including screens, projectors, Audio/Visual matrix, Digital Signal Processors, Raritan (KVM), Box computers, NVX Endpoints, ChromeSticks, Analogway, 360 Cameras
  • AV software, including Ventuz, Light Key (Astera Lights, Titan Lights), AppSpace, Crestron, QSYS, Gitbash, Solstice, OSC Designer, analogway
  • Lab-specific hardware, including Surface Hubs/Studios, Samsung Flips, MS HoloLens, Oculus Rift, 3D printers, digital fabrication machines, drones, robotics
  • Collaboration applications, including Microsoft Teams, Zoom, Miro, Slido, Lucid Chart
  • NAS and secure storage
  • On-site servers for event use
  • Operating Systems, including Windows 11 and Apple Mac OS
  • Specialized network configurations (e.g., enablement of AirCast for IOS devices on network)
• Maintain accurate asset inventories, configurations, and documentation aligned with EY technology, security, and risk standards
• Coordinate with wavespace tech, Event Enablement, On-Site Tech Support, Cyber and Risk Management teams to ensure compliance while preserving flexibility for the live innovation environments
• Communicate and manage relationships with tech vendors
• Identify network issues and report appropriately to have addressed quickly
• Identify operational risks and recommend/implement improvement and/or engage correct contacts to discuss refresh plans as necessary

Skills and attributes for success 

Analytical/Decision Making Responsibilities:

• Strong analytical skills are required to quickly anticipate, diagnose, and resolve issues/incidents escalated from stakeholders during wavespace sessions
• Decision making responsibilities include setting priorities when faced with multiple simultaneous issues/incidents and clearly communicating those priorities to stakeholders as necessary
• Decision making responsibilities also include proactively making the call as to if/when technology assets within the environment will need to be repaired or replaced (as opposed to waiting and reacting only once break-fix is needed)

Knowledge and Skills Requirements:

• Excellent written and verbal communication, interpersonal, organizational, and time management skills
• Excellent customer service attitude
• Ability to work effectively with all levels of end users and IT personnel
• Ability to communicate in English
• Deep understanding of all wavespace technologies, including IT and A/V

Supervision Responsibilities:

• The EY wavespace™ AV/Technology Support Specialist will report to the Americas EY Technology wavespace Support Lead. In addition, there may be resources that will be shared among the functional group with numerous on-site staff that will indirectly be managed and motivated through matrix management.

To qualify for the role you must have

Education:

• Bachelor's degree in computer-related field or equivalent work experience

Required Experience:

• Approximately 6-10 years of experience in end user technology support, A/V systems, and/or innovation environments
• Event support and live event management/production
• Experience supporting executive-level clients
• Strong understanding of enterprise/end-user IT fundamentals
• Hands-on experience with immersive and collaboration technologies

Preferred Experience:

• Experience supporting innovation hubs and/or experience centers
• Knowledge of A/V industry standards
• Familiarity with supply chain, ERP and/or Industry 4.0 concepts
• Exposure to IoT, AR/VR, and/or physical AI platforms
• Experience with cloud technology e.g. MS Azure

Certification Requirements:

• Certified Technology Specialist (CTS) or similar industry certifications desirable