AV Support Technician

ET Group • Toronto, ON

21h • CA$70,000 - CA$85,000 • Onsite

About The Position

The AV Support Technician provides both in-person and virtual support to users across the office and region. Servicing clients in government and enterprise sectors, our team members may require various clearances. We seek team players ready to assist and support in other areas, including Staging and/or installations when necessary.

Accountabilities:
Offering prompt response, assessment and resolution to assist with L1 and L2 AV incident resolution in accordance with service levels.
Connecting to, managing and diagnosing potentially defective hardware while facilitating on-site response when L3 troubleshooting and engineering support is required.
Delivering white-glove (in-person, hands-on) support to a small user base for on-site support of meetings and meeting rooms on an as-needed basis.
Documenting events and communications associated with service incident response in designated incident-management tools.
Owning and completing all field team processes, Onsite Task requirements
Ensuring Core responsibilities are followed daily, which would include, Pre-visit preparation, confirm all necessary parts, tools, are available and packed for the site visit. Thoroughly researching the assisted service call and room details to understand the scope and history of the issue.
Conducting routine inspections of meeting rooms to ensure they are ready for use.
Maintaining onsite service inventory control.
Assisting with technical service team task overflow when required.
Following L2 – L3 request processes, maximizing all possible internal options first before engaging dispatch for additional resources.
Continuing knowledge development, maintain up-to-date expertise on new and existing technologies relevant to ETG systems. Actively complete all required certifications and training courses as directed or needed to support current and future projects.
Working hours may include evenings or weekends depending on business and client needs.

Requirements

• Knowledgeable in the use and back-end management of AV technology, including: Crestron DM/NVX, Biamp Tesira/QSC, Cisco codecs / video conferencing systems, Video conferencing platforms (MS Teams, Zoom etc), Wired and wireless microphones.
• Several years of AV installation/support experience.
• You can read and understand AV design drawings.
• General networking knowledge (network protocols like TCP/IP, network switch configurations, etc).
• Experience working in a MS Windows and Office 365 environment, with proficiency in MS Teams.
• A service-oriented team member who has experience providing great customer service in a B2B environment.
• Willingness and ability to obtain required security clearances and confidentiality agreements.
• Physical capability to lift moderate to heavy materials and stand for extended periods.
• Ability to work at height and regularly climb and work on ladders.
• A personal vehicle and G license.
• Eligible to work in Canada and located in the Greater Toronto Area.

Nice To Haves

• Certifications from manufacturers would be an asset.

Responsibilities

• Offering prompt response, assessment and resolution to assist with L1 and L2 AV incident resolution in accordance with service levels.
• Connecting to, managing and diagnosing potentially defective hardware while facilitating on-site response when L3 troubleshooting and engineering support is required.
• Delivering white-glove (in-person, hands-on) support to a small user base for on-site support of meetings and meeting rooms on an as-needed basis.
• Documenting events and communications associated with service incident response in designated incident-management tools.
• Owning and completing all field team processes, Onsite Task requirements
• Ensuring Core responsibilities are followed daily, which would include, Pre-visit preparation, confirm all necessary parts, tools, are available and packed for the site visit. Thoroughly researching the assisted service call and room details to understand the scope and history of the issue.
• Conducting routine inspections of meeting rooms to ensure they are ready for use.
• Maintaining onsite service inventory control.
• Assisting with technical service team task overflow when required.
• Following L2 – L3 request processes, maximizing all possible internal options first before engaging dispatch for additional resources.
• Continuing knowledge development, maintain up-to-date expertise on new and existing technologies relevant to ETG systems. Actively complete all required certifications and training courses as directed or needed to support current and future projects.

Benefits

• Comprehensive medical and dental coverage.
• 3 weeks of paid vacation in your first year, with additional days accrued for tenure.
• 6 personal emergency leave days.
• Personal development opportunities with 20 days allocated for training and skill enhancement.
• Extensive onboarding, mentoring, and growth potential.
• A workplace built on trust, empowerment, and a positive atmosphere.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed