Description

Location:Mexico City, MX

About the Role

Are you passionate about delivering outstanding audio-visual experiences in a global, dynamic environment? Join Swiss Re's Field Services team within Group Technology Services (GTS) and play a key role in ensuring seamless collaboration across our offices worldwide.

As an AV Multimedia Service Engineer, you'll help maintain, support, and continuously improve our global AV Multimedia services. You'll partner with colleagues and external providers to deliver reliable, high-quality meeting and event experiences that enable our people to connect and perform at their best.

Your Key Responsibilities

Operations & Support

• Ensure daily operations of global AV Multimedia services and meeting-room technologies.
• Provide remote and on-site AV support for high-profile meetings and large-scale local or global events.
• Manage incidents and escalations, coordinating resolution, clear stakeholder communication, and root-cause follow-up.
• Monitor and maintain operational service quality in line with SLAs, KPIs, and customer experience feedback.

Implementation & Collaboration

• Work closely with internal engineering teams and external partners to test, deploy, and improve integrated AV systems.
• Coordinate installation, upgrade, and decommissioning of meeting-room technologies for office openings, relocations, and closures.
• Support the rollout of new collaboration tools in line with Swiss Re's evolving Digital Workplace strategy.
• Contribute to continuous improvement of standard operating procedures and documentation.

Customer Engagement & Training

• Build strong relationships with key stakeholders and customers, understanding and supporting their needs.
• Provide guidance and training for users and Field Services colleagues on AV room technologies and best practices.
• Promote a proactive, customer-centric service culture.

Asset & Compliance Management

• Take ownership of AV Multimedia hardware life-cycle management within your area of responsibility.
• Ensure compliance with Swiss Re's information-security policies, standards, and procedures.
• Oversee external service providers to ensure adherence to objectives and internal regulations.

About the Team

The AV Multimedia Operations team is part of the Field Services area under Swiss Re's Group Technology Services (GTS) division.

Our mission is to deliver timely, professional, and efficient onsite support at every customer interaction, empowering our colleagues to collaborate effectively from day one and minimizing productivity loss.

We foster a global, inclusive, and collaborative culture, enabling our teams to support each other and our customers with efficiency, empathy, and excellence.

About You

You are an experienced AV professional who combines strong technical skills with a service-oriented mindset.

Your skills and experience include:

• Proven knowledge of audio-visual and video-conferencing systems (installation, operation, and maintenance).
• Hands-on experience supporting Microsoft Teams and Teams Live events, plus familiarity with other major web-conferencing platforms.
• Degree or qualification in IT, AV, or Media Production - or equivalent technical and business experience.
• Experience using IT Service Management tools such as ServiceNow (SNOW), Jira, or Power BI (advantageous).
• Excellent communication skills in English (additional languages an asset).
• Strong ownership, initiative, and the ability to prioritize under pressure.
• Effective collaboration across cultures and teams, with a positive, "can-do" attitude.
• Flexible and adaptable in changing environments; able to think creatively when challenges arise.

Why Join Us

At Swiss Re, you'll be part of a global technology community that values innovation, learning, and collaboration. You'll have the opportunity to shape the future of workplace technology and make a tangible impact on how our employees connect and perform every day.