How You’ll Contribute:

The AV Support Services Technician provides technical and operational support for audio-visual equipment and systems located within the following types of environments: Business/corporate offices, single and divisible conference rooms, training rooms, collaboration rooms, and open areas (digital signage).  This position will also serve as the on-site liaison between the client, Diversified, and the other members of the on-site team.  Diversified provides continued education leading to industry certifications and employee career development.

 

The Support Services Technician will be required to be on site Monday-Friday for eight (8) hours per day.  Start and end times will be determined by Diversified and the client.  Overtime may be required upon request.

 

What You’ll Do:

The job responsibilities of the Audio-Visual Support Services Technician include the following:

 

Daily on-site AV system troubleshooting, maintenance, and repair. Phone and email support as requested/required. Meeting/Event support including set-up, in-meeting assistance, and break down/post meeting support. Preventative maintenance and daily AV system and conference room checks to ensure high levels of operational readiness. Leadership or participation in systems test planning and test execution. Leadership and participation in the validation of operational readiness through documentation, training, monitoring, etc. Compliance with the established Client change management processes for AV software and firmware updates. Resolution of AV Room/system technical issues by communicating with the Client’s AV Engineering team as well as Diversified Engineering and remote support teams. 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. Act as liaison with Diversified Support Management, Account Representative and Sales Teams - to move forward on any client requested or necessary room upgrades and issues. If applicable, collects and reports all service activities through the Client’s service ticketing system. Performs additional responsibilities as assigned and agreed to by the client and Diversified. Collaborate with the site POC/AV Manager to plan and implement technology solutions. Develop designs that meet customer functional and budgetary requirements. Responsible for always maintaining a professional attitude and delivering excellent customer service. Generate functional and connection-level drawings for audio, video, control, and communications systems. Help define functional requirements for control systems programmer as required. Help support the on-site installation efforts of the team. Troubleshoot and debug AV systems. Complete training programs from manufacturers, industry associations, and the companies as required. Troubleshoot issues with technology and AV equipment, and repairs as necessary. Serve as on-call escalation for issue resolution. Participate in and successfully complete all required client training as required. Perform other job-related duties and special projects as assigned.

 

Physical Requirements

Must be able to stand, kneel and/or crouch for long periods of time. Must be able to work within 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, ladders, 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 CTS certification from AVIXA is preferred

 

Required Skills/Qualifications:

Three to Five years of experience in enterprise level AV support. Experience with troubleshooting and repair of integrated AV systems. Competencies in Video Conferencing products (Cisco, Logitech, etc.) Competencies in QSC control systems (trouble shooting, basic communication concepts and protocols). Competencies in Crestron control systems (trouble shooting, basic communication concepts and protocols). Basic wiring skills. Experience testing and troubleshooting complex AV systems, as well as strong knowledge of proper equipment rack wiring standards and events best practices. Experience with major industry manufacturers equipment - including QSC, Crestron, Cisco , Microsoft, Biamp, 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). Knowledge and experience in computer networking configuration/troubleshooting. Must present well when in client-facing situations and when working with high-level executives. Must be able to work calmly within high pressure meeting situations. Must maintain a valid driver’s license with clean driving record. Must pass a background screen and drug test.

 

Preferred Skills/Qualifications:

Manufacturer’s certifications (QSC, Cisco, Clear One, Crestron, Extron, etc.) are preferred Competencies in AutoCAD / Visio adequate to read drawings for rack layout & cabling is a plus. Preference given to three (3) years of experience conducting site surveys; constructing racks; pulling cable; installing projectors & sub-mounts; crimping / punch-down connections.