AV Support Technician (Onsite - Backend Support) - Level 1
About The Position
This position is for remote assistance, but stationed at the client's headquarters in Indianapolis, IN. It is responsible for collaborating with the client’s management team and other company employees to deliver customer service focusing on post-integration and installation assistance in conference rooms. The role involves providing remote assistance and training to end-users on AV systems, performing routine remote maintenance and troubleshooting, and operating/testing daily functionality of AV and integrated conference rooms. The technician will also perform remote testing for local and regional offices and assist with company meetings/functions requiring AV infrastructure. Interaction with the client's Customer Help Desk ticketing system is required, as is coordination with client staff on AV infrastructure requirements for new designs. Escalation of break-fix issues to management is also a key responsibility.
Requirements
- Knowledge of Logitech, Microsoft Teams Rooms, Rally Cameras, Intel Unite, and other videoconference applications
- Knowledge of Crestron Toolbox and Crestron Remote, Windows 10 RDP preferred
- Basic knowledge of MS Intune and MS Teams Admin Center and Biamp Tesira SW preferred
- Exceptional knowledge and experience with MS Teams and MS Teams Live Direct end user support on the operation and use of collaboration tools
- Effective communication and interaction with employees, clients and colleagues and the ability to work effectively with all levels of the organization
- Ability to test equipment and perform basic troubleshooting
- Ability to work and think independently and ensuring to meet deadlines
- Basic computer knowledge
- Knowledge of basic signal flow for audio video and control
- Ability to balance multiple tasks with changing priorities
- Strong organizational skills and excellent attention to detail
- Excellent communication and interpersonal skills both verbal and written
- Demonstrated customer service focus and client communication skills
- Minimum high school diploma or equivalent
- Demonstrated working knowledge of AV practices and procedures
- Videoconferencing experience including operation call set-up and equipment
- Demonstrated AV Control experience including Crestron Extron and/or AMX
Nice To Haves
- Familiar with MS MTR Flex and TAP systems is a plus
- Experience and knowledge of web conferencing tools such as WebEx and Cisco meeting place a plus
Responsibilities
- Provide remote assistance and training to end users in the operation of AV systems user controls
- Perform routine remote maintenance checks & services on AV systems
- Perform remote basic troubleshooting on AV systems for break fix resolutions
- Operate and test daily functionality of all AV and integrated conference rooms
- Perform routine remote testing and problem diagnosis for projectors microphones speakers amplifiers & LCD/Plasma Displays
- Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer
- Troubleshoot AV/V problems last minute as required as well as non-critical situations
- Assist with company meetings/functions that require use of AV infrastructure (audio video conferencing webcasting visual display or projection and control system (AMX Crestron) operations
- Interact with client Customer Help Desk ticketing system to respond to end user requests
- Coordinates with client staff to determine AV basic infrastructure requirements for any new conference room or media design
- Responsible for escalating all “next level” break fix issues to their manager for resolution
- Perform remote testing for local and regional offices
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
