5-7 years of experience in AV/VC technical support
Proficient in Cisco, Crestron, Extron, Shure, and Clearone hardware
Strong customer service and conflict resolution skills
Ability to work independently and in a team environment
Physical capability to lift heavy equipment and perform maintenance tasks
Creative and methodical problem-solving skills
Familiarity with video conferencing software and hardware configurations
Responsibilities
Serve as the primary on-site technician for AV/VC issues
Monitor and resolve automated VC conference room alerts daily
Act as an escalation point for unresolved Tier 1 AV/VC issues
Provide Tier 2 support for in-person, hybrid, and virtual events
Assist with new builds, design support, and asset management
Support AV events team with live productions and streaming
Maintain accurate records of tasks and projects performed
Benefits
Opportunity for professional growth in a fast-paced environment
Exposure to high-profile events and executive-level support
Collaborative work culture with a focus on client satisfaction
Hands-on experience with cutting-edge AV/VC technology
Training and mentorship opportunities for skill enhancement
Full Job Description
WHAT YOU WILL DO:
The AV Technician supports Tier 2 video conferencing equipment and provides ongoing Video Conferencing Technical Support to the client. This position is responsible for resolving issues related to in-room technology; AV/VC equipment failure, physical malfunction and software configurations and conduct root cause analyses to improve processes and trend reoccurring issues to improve service. The AV Technician II provides Level-2 support.
KEY RESPONSIBILITIES:
Primary on-site technician with the knowledge and skillset to fix 99% of issues in rooms
Daily monitoring and resolution of automated VC conference room alerts (ARSE) for executive and specialty spaces (site specific)
Escalation point for all AV/VC needs that cannot be resolved at the Tier 1 level
Tier 2 event support assistance and kickoff for in-person, hybrid, and virtual events and webinars (Zoom)
Assisting the client with new builds support, design support, asset management, commissioning and testing as needed
Assisting the AV events team with broadcast events, live productions, video switching, A1, streaming, and other event support items as needed
Primary user-facing POC for all VC related issues
Provide strong client level support to users, with a predisposition to de-escalate technical fails
Perform maintenance and repair tasks on all VC gear to maintain 99% uptime and address all primary issues
Maintain accurate tagging and data entry of all tasks, projects, and requests performed
White glove VC technical support for C-suite and high level management
Provide VC focused support for high profile events
RCA reported network related call escalation issues
Active monitoring of local and global VC Endpoints and related hardware
Assist, train, and advise Tier 1 technicians of signal flow and inspections best practices
Initiate Cisco TAC cases and vendor RMA's for equipment
Advise and QC integrators of client installation standards
Partner with OTD New Builds DPM's to provision and deploy all VC and VIO related equipment in new office locations
Track inventory of on-site supplies, consumables, and assets
Maintain up to date knowledge of relevant industry standard hardware as well as client proprietary tools
ESSENTIAL CRITERIA:
Ability to be self-motivated and accountable in a fast-pace, independent environment
Ability to think creatively as well as methodically regarding technical issues
Knowledge of Cisco, Crestron, Extron, Shure, Clearone, and other AV/VC related hardware and signal flow
Strong interpersonal, customer service, and conflict resolution skills
Willingness to learn and adapt to client culture
Ability to work both independently as well as with a team
Ability to handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work
The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.
