AV Service Support Specialist Site Lead

Diversified•Milwaukee, WI

1d•Onsite

About The Position

This position provides technical and operational support of audio-visual equipment and systems located within various environments including business/corporate offices, conference rooms, training rooms, collaboration rooms, and open areas (digital signage). The role serves as the on-site liaison between the client, Diversified, and other team members. Diversified offers financial support and paid time for continued education, industry certifications, and employee career development. The Support Services Technician is required to work on-site Monday-Friday for eight (8) hours per day, excluding lunch. Specific start and end times will be determined by Diversified and the client. Overtime may be required upon request.

Requirements

3 to 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 (Cisco preference)
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 event best practices
Experience with major industry manufacturers 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 as client facing and working with high level executives within high pressure meeting situations
Must maintain a valid driver’s license with clean driving record
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 pounds, use hand tools, ladder, and have the physical ability to frequently: bend, kneel, stand, and walk for extended periods of time
Must pass a background screen and drug test.

Nice To Haves

Preferences given to AVIXA CTS-I certification
AVIXA CTS certifications will be considered (as an effort of working towards an AVIXA CTS-I certification)
Manufacturers certifications (QSC, Barco, Cisco, Crestron, Logitech, etc.)
Preference given to three (3) years of experience conducting site surveys; constructing racks; pulling cable; installing projectors & sub-mounts; crimping / punch-down connections
Installation and field engineering experience
Experience with audiovisual systems, ranging from conference room technology to control center environments
Light Design Engineer knowledge is a plus.
Experience (hands-on or prior exposure is a plus) with the following brands and technologies: Logitech Shure QSC Ross Tripleplay Dante Audio TV One EDC Speakers Matrox

Responsibilities

Responsible for daily operations, process, and workflow.
Lead on-site point of contact for issues and service fulfillment.
Assist with customer meetings, Town Halls, and executive white glove service.
Serve as the first responder to customer issues.
Conduct staff trainings and coordinate with the client for any staff needed to run meetings.
Capture metrics to be provided upon request, documenting tickets and activities.
Identify customer issues and needs by maintaining excellent relationships.
Track activities and team utilization.
Provide Tier 3 support to troubleshoot and resolve issues for existing technology spaces.
Maintain professional appearance appropriate for an office/corporate environment.
Demonstrate a helpful, service-oriented attitude.
Be approachable and easy to work with.
Work under client staff direction for weekly assignments and tasks.
Communicate proactively rather than waiting for direction or issues to arise.
Lead small teams and manage your own schedule effectively.
Work closely with on-site personnel and internal customer teams, acting as an extension of the client team.
Notify the Diversified manager of any on-site issues, changes, or customer feedback.
Schedule and coordinate weekly room cleanings and spot checks.
Maintain and provide a troubleshooting checklist of rooms serviced.
Provide bi-weekly updates to the Diversified management team and client (as requested).
Perform daily on-site AV system troubleshooting, maintenance, and repair.
Provide phone and email support as requested/required.
Provide meeting/event support including set-up, in-meeting assistance, and break down/post-meeting support.
Perform preventative maintenance and daily AV system and conference room checks to ensure high levels of operational readiness.
Lead or participate in systems test planning and test execution.
Lead and participate in the validation of operational readiness through documentation, training, monitoring, etc.
Ensure compliance with the established Client change management processes for AV software and firmware updates.
Resolve AV Room/system technical issues by communicating with the Client’s AV Engineering team as well as Diversified Engineering and remote support teams.
Act as the liaison with the Diversified Account Representative and Sales Teams to move forward on any client requested or necessary room upgrades.
Collect and report all service activities through the Client’s service ticketing system (if applicable).
Collaborate with the AV Manager to plan and implement technology solutions.
Support the on-site installation efforts of the team.
Troubleshoot and debug AV systems.
Complete training programs from manufacturers, industry associations, and the company as required.
Troubleshoot issues with technology and AV equipment, and repair as necessary.
Serve as on-call escalation for issue resolution.
Participate in and successfully complete all required client training as required.
Maintain and support on-site audiovisual equipment.
Operate under client staff direction for weekly assignments and tasks.
Assist with AV room troubleshooting, cleaning, and general preventative maintenance.