AV Support Services Technician

Diversified•Frisco, TX

2d•Onsite

About The Position

The AV Support Services Technician will be responsible for providing day-to-day support, troubleshooting, maintenance coordination, user assistance, and incident resolution for in-scope AV technologies to ensure a reliable and seamless meeting room and event experience. The tech will also provide onsite support for production and collaboration technologies and be responsible for diagnosing, troubleshooting, and resolving issues across the supported AV environment. This position will also serve as the on-site liaison between the client, Diversified, and the other members of the on-site team. 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. Diversified provides financial support and paid time for continued education leading to industry certifications and employee career development.

Requirements

HS Diploma or equivalent
Avixa CTS Certification is required
Three to Five years of experience in enterprise level AV support
Experience testing and troubleshooting complex AV systems
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
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
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.
Must pass a background screen and drug test.

Nice To Haves

Preferred additional certifications from: Qsys, Dante, Shure, Crestron and/or manufacturer certifications (QSC, Cisco, Clear One, Crestron, Extron, Planar, etc.)
Competencies in Video Conferencing products
Competencies in QSC control systems (trouble shooting, basic communication concepts and protocols)
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

Responsibilities

Perform routine maintenance of advanced AV/technology related systems – including preventive maintenance, troubleshooting and break/fix repair of faulty systems and equipment.
Support executive level meetings with tasks such as meeting start up, monitoring, and active troubleshooting.
Interface with client executive and “C” level personnel in a highly professional manner.
Communicate effectively with clients to ensure that all technical issues are resolved promptly and satisfactorily.
Participate, as needed, in Client escalations/analysis requests.
Respond to incidents and service requests.
Configure, troubleshoot, and restore AV services.
Support Microsoft Teams Room operations.
Perform equipment health checks and room readiness inspections.
Coordinate with IT, Facilities, and AV vendors as required.
Escalate issues requiring OEM/vendor support.
Maintain incident and resolution documentation.
Support executive meetings, client meetings, training sessions, and special events as required.
Assist with content management and support for immersive display environments and digital signage.
Validate functionality following repairs, network changes, or system updates.
Provide end-to-end operational support during live events, including real-time switching of audio/visual feeds, slide and presentation management, video playback, digital signage updates, and troubleshooting display outputs across all event screens.
Resolve user-induced issues caused by devices being moved or disconnected, cables unplugged or improperly connected, incorrect display input selections, user configuration changes, room system misconfigurations, meeting room setup issues.
Resolve and coordinate network connectivity issues where AV devices are unable to connect to the local network, devices lose connectivity following network disruptions, devices become deregistered from core management platforms, Teams Room systems require reactivation or re-registration, and coordination with local IT/network teams is required.
Provide hardware break/fix support including failed or damaged equipment, peripheral replacement, hardware diagnostics, warranty support coordination, vendor escalation and repair management, and equipment replacement validation and testing.