AV Service Support Specialist Site Lead

Diversified • Milwaukee, WI

14h • Onsite

About The Position

This position provides technical and operational support of 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 financial support and paid time for continued education leading to industry certifications and employee career development.
The Support Services Technician will be required to work on site Monday-Friday for eight (8) hours per day (noting that lunches are not included in the 8-hour total). 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
• Ideal candidate to have 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.
• First responder to customer issues.
• Ability to conduct staff trainings and coordinate with the client for any staff needed to run meetings.
• Capture metrics to be provided upon request documenting ticket and activities.
• Identify Customer issues and needs by maintaining excellent relationships.
• Be engaged in tracking activities and team utilization.
• Provide Tier 3 support to troubleshoot and resolve issues for existing technology space.
• 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
• Ability to 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 (as a Diversified employee)
• 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)
• 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.
• Act as the liaison with the Diversified Account Representative and Sales Teams to move forward on any client requested or necessary room upgrades.
• If applicable, collects and reports all service activities through the Client’s service ticketing system.
• 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 company 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.
• Maintain professional appearance appropriate for an office/corporate environment
• Demonstrate a helpful, service-oriented attitude
• Be approachable and easy to work with
• Work closely with the Site Lead
• 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

Benefits

• Multiple medical plan options to suit your family’s needs
• Dental (including orthodontic coverage) and vision plans
• Company paid Basic Life, AD&D, Short-Term and Long-Term Disability Insurance, and Employee Assistance Plan (EAP)
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401k with Employer Match
• Paid Time Off and Paid Holidays
• Voluntary Benefits: Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Term and Dependent Life and AD&D, and Legal Services
• Commuter Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees