Job Purpose

Intercontinental Exchange, Inc. (ICE) is a leading operator of global exchanges, clearing houses, data, and listings services. We connect businesses around the world to unique opportunities in markets that drive the global economy. We are a diverse and inclusive company that values innovation, collaboration, and excellence. ICE team members work across departments and traditional boundaries to innovate and respond to industry demand. A successful candidate will be able to multitask in a dynamic team-based environment, demonstrating strong problem-solving and decision-making abilities and the highest degree of professionalism.

The New York Stock Exchange (NYSE), a subsidiary of Intercontinental Exchange, Inc. (ICE), is seeking a full-time candidate to support AV (Audio and Visual) and IT end-user support. The role serves as the primary on-site technical point of contact and operates with limited direct supervision, coordinating closely with centralized AV/Multimedia and IT teams.

This role requires late day and afterhours work to support critical updates, maintenance, and high visibility events with minimal business disruption. You will ensure a variety of environments - such as conference rooms, studios, podcast rooms, control rooms, and common area technologies - remain secure, operational, and ready for use. The position also involves close collaboration with engineers, operations teams, vendors, and business stakeholders.

Responsibilities

• Support the full engineering lifecycle of AV/IT systems - including Digital Signage, AV/Broadcast platforms, IPTV/music streaming, Video Walls, and collaboration technologies - through configuration, integration, testing, performance analysis, and continuous improvement.
• Conduct system performance reviews by analyzing logs, telemetry, and monitoring data; identify issues, support root cause investigations, and recommend enhancements to stability, scalability, and reliability.
• Create and maintain engineering documentation, including system diagrams, configuration records, technical procedures, and workflow documentation.
• Assist with engineering project activities such as planning, requirements gathering, documenting design decisions, coordinating implementation tasks, and supporting vendor engagements and equipment lifecycle management.
• Participate in QA/testing cycles for new platforms, software updates, hardware integrations, and proof of concept validations; contribute to technology development through design, prototyping, testing, and implementation support.
• Communicate technical impacts, root cause summaries, and corrective actions to cross functional IT and operational teams.
• Manage relationships with AV integrators, system designers, business units, and executive leadership.
• Perform routine checks of conference rooms and digital media systems to ensure availability and proper content playback; provide daily support for collaboration spaces and conferencing technologies (Teams, Zoom, Webex) and related AV equipment.
• Troubleshoot and resolve Firstline issues promptly while documenting all actions in the Ticketing System; manage tickets, incidents, escalations, and related documentation.
• Support installation, upgrades, normalization, and decommissioning of AV/VC systems, coordinating physical access, network requirements, power, and contractor dependencies.
• Ensure proper monitoring of all systems and respond to alerts within SLA expectations.
• Provide technical support for customers facing conference meetings and special events.
• Onboard and train new internal and external users; support hardware, software, and network needs across Windows, macOS, and virtual environments.
• Oversee hardware inventory, mobile device support, purchasing activities, and file/print/DHCP services; maintain asset tracking and inventory records.
• Participate in pre and post maintenance checkouts for network windows, server maintenance, and scheduled site power down/up events.
• Coordinate service issues, escalations, and vendor interactions to ensure timely resolution and operational continuity.

Knowledge and Experience

• Bachelor’s degree in Information Technology, Computer Science, Media/Multimedia Engineering, or related technical field.
• 2–5 years of experience in technical support across IT, AV/Multimedia, broadcast, or similar engineering environments, including exposure to medium‑ or large‑scale organizations.
• Foundational understanding of multimedia workflows such as streaming video, digital signage, video distribution, encoding/decoding, and AV/VC signal paths.
• Familiarity with system monitoring tools, log analysis, troubleshooting methodologies, and structured incident investigation processes.
• Strong analytical and problem-solving skills with the ability to interpret system data and understand technical architectures.
• Working knowledge of networking fundamentals (DHCP, DNS, NTP, SNMP, TCP/IP, multicast/unicast, VLANs, firewalls, web filtering) and their application to AV over IP environments.
• Experience with Windows, macOS, and basic Linux; Microsoft Office Suite; and enterprise tools such as Active Directory, Azure, Intune, and Exchange Online.
• Experience with networking technologies including Cisco or Juniper.
• Comfort with cabling, patching, and basic hardware installation.
• Understanding system schematics, cable pull schedules, and high/low-level AV architectural drawings.
• Basic knowledge of remote monitoring, alerting, and automation tools.
• Strong documentation, communication, organizational, and customer service skills; ability to work independently in fast-paced, high availability environments.
• Ability to stand, kneel, bend, and lift 50+ pounds as needed.
• Willingness to adhere to company standards, follow defined procedures, and support after hours or scheduled maintenance work when required.

Desirable Knowledge and Experience

• Experience in studio, broadcast, live event, podcast, or other production environments, as well as enterprise collaboration and room-based AV/VC systems.
• Familiarity with ServiceNow or similar ticketing, incident, SLA, and change management systems.
• Ability to work independently on technical research and collaborate effectively with engineers, vendors, PMs, and technical operations teams.
• Working knowledge of AV over IP, control room technology, signal routing, multimedia workflows, and a wide range of commercial AV/VC technologies (control processors, room schedulers, microphones, video walls, matrix switchers, cameras/codecs, DSPs, digital signage).
• Experience supporting executive meetings or other high visibility, customer-facing environments.
• Handson involvement in conference room upgrades, installations, and interpreting system schematics, cable schedules, and AV architectural drawings.
• Strong proficiency with Microsoft Office and collaboration tools, plus foundational understanding of TCP/IP, LAN, firewalls, multicast, DHCP, and Windows/Linux client-server fundamentals.
• Demonstrates strong time management, organization, teamwork, problem-solving, and communication skills, with a focus on process improvement and clear technical documentation.
• Demonstrates a foundational understanding of AI‑powered productivity and analytics tools, including their capabilities, limitations, and appropriate use cases.
• Familiarity with AI-enabled tools for troubleshooting, system insights, and operational efficiency, with an understanding of data quality, security, and governance considerations.