AV Service Technician

JOB DESCRIPTION:

The AV Service Technician is responsible for providing technical support of audio-visual, as well as broadcast equipment and systems located within the following types of environments: business/corporate, government, educational, houses of worship, arenas, theaters, multipurpose rooms, control room environments, and military.

Field Service resources are dispatched by our Global Service Center Agents in response to service & warranty support requests. The tech will deliver world class service, meet & exceed Agreement SLA’s, optimize Service resources and troubleshoot & resolve issues with minimal client impact. The tech is responsible to meet and exceed client business productivity outcomes including optimizing system performance and maximizing client technology up-time.

This is an entry level position and will require a higher level of supervision and on the job training during its tenure.

Primary Duties & Responsibilities

• Provide customers an elevated level of AV, Broadcast and UC support.
• Develop an on-going customer relationship, resulting in future customer loyalty.
• Complete Preventative Maintenance visits to ensure all client rooms and systems are operating in an optimum fashion.
• Troubleshoot system issues to determine and find resolutions, ability to use a wide range of test equipment to troubleshoot and verify and document performance.
• Adjust Digital Signal Processor configuration files as needed.
• Adjust and Load Control Programming Files as needed.
• Escalate issues for further support through Global Service Center Agents, Field Service colleagues and internal Engineering and/or Manufacturers as necessary.
• Work with manufacturers to develop relationships related to equipment servicing. (technical support, securing return authorizations, complete repair functions required to resolve customer issues)
• Leverage ConnectWise service ticket system and Global Service Center partners to track all time including travel (to and from), troubleshooting actions, next step actions, recommendations and/or resolution. (prior to leaving client site where possible)
• Provide operational support for meetings and events as required.
• Able to read and understand functional design drawings as well as cable riser diagrams and all architectural drawings.
• Fiber optic and other types of cable testing and troubleshooting.
• Responsible for maintaining their toolkit, company vehicles and installation materials inventories. Keeping things clean, orderly, and well documented.
• Responsible for maintaining their personal licenses, certifications, and qualifications. (Some states have specific requirement in this area)
• Maintain daily record of time worked on specific projects for timesheet entry and work performed reports.

Complexity:

This level of technician will be responsible for performing tasks on client's job sites with little supervision. This position may be responsible for the coordination with clients, other internal tech ops employees, contractors, and subcontractors. This position requires a wide range of technical skills to perform successfully.

Decision Making Authority:

This position is occasionally alone on the job sites and requires making good judgement about decisions that need to be made. Shadowing other technicians and working on lower-level technical problems will be commonplace. This position requires good diplomacy in working with our clients and other key stakeholders on the job sites.

Physical Working Environment:

The physical demands described here are representative of those that may be met by an employee. The employee may be exposed to construction site conditions regularly. Employees will be responsible for their safety while on job sites and comply with all safety regulations in place by the GC. Use of PPE is usually required on job sites. The employee can typically spend at least 60% of their time on their feet and be required to mobile around the construction site. The employee must be able to occasionally climb ladders, use stairs and lift and/or move materials up to 40 pounds in construction areas. The individual is regularly required to use keyboards, test equipment and controls required for technology projects. Specific vision abilities required for this job include close vision, distance vision, peripheral vision, and depth vision. When not on construction sites, the employee will experience normal office and building conditions and be required to use office equipment such as computers, peripherals, etc.

Education/Certifications:

• High school or GED equal.
• AVIXA CTS Certification is desired within first year.
• One or more years as an associate technician and/or fabrication technician or related industry experience.
• Must have a valid driver's license and adhere to our insurance requirements.
• OSHA 30 Certificate is desired. (NYC OSHA30 is desired)
• Other relevant certifications may be required or preferred based on the technology focus of the position. (To be discussed with director.)

Required/Desired Knowledge, Experience and Skills:

• Familiarity with a wide range of audio, video, and networking equipment.
• Knowledgeable of low voltage electrical concepts.
• Possess basic to advanced networking skills.
• Proficient use and safety with power tools.
• Good verbal communication skills and good customer service skills.
• Ability to diagnose, troubleshoot and resolve technical problems.