How You'll Contribute: This position will provide three main functions. Technical support for: Video Teleconferencing; Audio (Program and Speech, DSP based systems); Projection and Display Devices; Video Wall Display Systems; Crestron / AMX Source Control Devices; Lenovo room computing; Wireless Microphones / RF Systems; Biamp Nexia / Biamp Tesira; PTZ Wall Cameras; Sony and Samsung displays. Ability to work with the client and 3rd party integrator stakeholders during project. Assist with commissioning conference room systems for room sign-off and use. And be able to support the client's AV team during live events, as needed.
The Support Services Technician will be required to be on site Monday-Friday for eight (8) hours per day. Typical daily schedule will be 8am - 5pm. These hours may be adjusted based on meeting and event needs, including earlier starts, later end times, and overtime will be required. This role will support over 100 rooms across 4 campuses.
What You'll Do:The job responsibilities of the Senior Audio-Visual Support Services Engineer include the following:
AV Technical Support and Break-fix: - Exercising advanced technical skill level abilities to perform routine maintenance of advanced AV/technology related systems - including preventive maintenance, troubleshooting and break/fix repair of faulty systems and equipment.
- Oversight for planning and implementation of process improvement principles required to maintain AV technologies in critical areas such as training rooms, video walls, meeting rooms, conference rooms, and AV spaces.
- Support executive level meetings with tasks such as meeting start up, monitoring, and active troubleshooting.
- Oversee repair and service of all AV equipment while planning and implementing improvements in AV equipment. Act as the technical escalation point for all AV equipment and related issues.
- Preventative maintenance of rooms at the designated client site.
- Identify defective or failed equipment and take ownership to resolution. Provide support for troubleshooting and maintenance of AV/multi-media systems. Provide problem identification, diagnosis and resolution of problems pertaining to medium to high complexity AV/multi-media systems.
- Interface with equipment manufacturers, developers, engineers, and project managers on the client's behalf to provide resolutions for highly complex systems.
- Conduct safe and correct diagnosis of faults - including removal, repair, tests, implementation, and operation of all aspects of audio visual, video conference, display and presentation technologies.
- Manage the daily activities of configuration and operation of AV/multi-media systems.
- Participate in and drive continuous improvement activities across AV technologies and collaborate with client to improve/evolve technology solutions.
- Provide assistance to users in accessing, using, and diagnosing AV/multi-media systems.
- Track, update, and report on AV ticket issues and support requests - showing progress as reported issues transfer from initial reporting date/time through final resolution date/time. Provide regular reporting of current and historical analytical data to meet measured client metrics.
- Interface with client executive and "C" level personnel in a highly professional manner.
- Ability to find creative in the moment solutions to break fix problems, so meetings can continue to operate while searching for a long term solution.
- Provide onsite user training for AV equipment and technologies.
Project Coordination and Commissioning: - Work with programmer group on system function based on the scope of work for the project.
- Ability to determine, configure and test advanced audio environments.
- Responsible for system testing & escalation of issues both design, operation, or equipment related until they are resolved.
- Maintenance of the project records.
- Provide documentation for quotes & bid packages detailing equipment, cost, labor estimates, pre-installation requirements, and site survey results.
- Develop detailed BOM, detailed infrastructure drawings for architect, GC and electrical contractor use, and create final engineering drawings for rack layout, system wiring and custom plates or cabling assemblies.
- Maintain awareness of emerging technology that can fit the budget without sacrificing quality or reliability.
- Create, and manage changes order to assist with increasing profitability on projects.
Company Compliance: - Ensure compliance with client HR and Labor regulations, benefits, PTO, safety rules, etc.
- Communicate effectively with clients to ensure that all technical issues are resolved promptly and satisfactorily.
- Participate, as needed, in Client escalations/analysis requests.
- Follow all safety procedures and always adhere to the customer's security and confidentiality policies.
Technologies to Support: - Logitech rallybar + Samsung/Sony display
- BiAmp - forte x with parlay
- Crestron control and matrix
Physical Requirements:- Must be able to stand, kneel and/or crouch for long periods of time
- Must be able to work in high places, as well as small, cramped places
- Must be able to work in hot humid places, as well as cold places
- Must be able to properly use hand/power tools, ladders, and subsequent safety equipment
- Must be able to lift/maneuver up to 75 lbs, use hand tools, ladder, and have the physical ability to frequently: bend, kneel, stand, and walk for extended periods of time
What You'll Bring:Education & Certifications:- High School Diploma or equivalent
Required Skills/Qualifications:- 5+ years of experience in enterprise level AV support
- Competencies in AutoCAD / Visio adequate to read drawings for rack layout & cabling
- Competencies in Video Conferencing products
- Competencies in Crestron control systems (trouble shooting, basic communication concepts and protocols)
- Experience testing and troubleshooting complex AV systems, as well as strong knowledge of proper equipment rack wiring standards and event best practices
- Experience with major industry manufacturers including QSC, Crestron, Cisco, Microsoft, Biamp, Shure, and/or Poly
- Experience with Advanced AV Signal Flow Diagramming and Advanced Troubleshooting
- Knowledge of signal flow for: audio, video, control systems, lighting, networking, access control, phone systems, and camera systems
- General proficiency with computers and specialized software applications specific to the AV industry (i.e. Crestron; the use of programs such as MS Excel, Outlook, Project, Word)
- Must present well as client facing and working with high level executives within high pressure meeting situations
- Proactive personality when it comes to finding issues, staying busy, and supporting the onsite clients
- If taking public transit, you will still be responsible for arriving at work at your designated start time. Ensure you have reliable backup transportation if necessary.
Desired Skills/Qualifications:- CTS certification from AVIXA and/or manufacturer certifications (QSC, Cisco, Clear One, Crestron, Extron, etc.)
- Preference given to three (3) years of experience conducting site surveys; constructing racks; pulling cable; installing projectors & sub-mounts; crimping / punch-down connections
What We Offer:We believe great people deserve great benefits. In addition to competitive compensation, we offer a comprehensive benefits package designed to support your health, financial wellbeing, and work-life balance:
- Multiple medical plan options to fit you and your family's needs
- HSA & HRA company contributions
- Dental coverage, including orthodontic benefits, and vision plans
Company-paid benefits- Basic Life, AD&D
- Short-Term and Long-Term Disability insurance
- Employee Assistance Program (EAP)
- Generous paid time off - 3 weeks PTO plus company holidays and floating holidays
- 401k with company match
- Paid maternity leave
- Healthcare and Dependent Care Flexible Spending Accounts (FSA)
- A wide range of voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services
- Commuter benefits
- And much more
