AV Support Technician - Boston, MA

Merge IT•Boston, MA

1d•Onsite

About The Position

The AV Support Technician is a foundational part of the IT Services team that supports all employees. This position is responsible for providing high quality customer service and technical support to all users. This position will be providing Tier 1 and Tier 2 assistance concerning the use of all aspects related to the audio visual and unified communications needs.

Requirements

Strong background in troubleshooting and customer service, as well as excellent communication skills are necessary.
Experience with event AV and live event planning
Ability to troubleshoot signal path for audio and video
Read and interpret AV drawings
Strong understanding of unified communications platforms
Candidates must have clear and effective verbal & written communication skills.
Excellent Customer Service Experience Required.
Excellent follow through and attention to detail.
Expertise with Windows and Mac computing resources.
Experience with IT Knowledge Base and ticketing system.
Experience applying ITSM best practices to Incident and Requests management.
Working knowledge in the use and support of audio/visual equipment.

Nice To Haves

2-5 Years Exp supporting AV Customers
Bachelor's degree in Computer science or IT related field.
Strong expertise with the Office 365 suite and toolsets.
History of working on a progressive IT Service Desk team.
Proven track record of teamwork, good communication, and the ability to multi-tasking/prioritizing.

Responsibilities

Support of clients, via telephone, email, chat, and any other supported technologies.
Provide excellent customer service concerning all aspects of related technology provided by the IT department.
Use of IT Service Management tools to track and record customer contacts.
Effectively multitask and manage priorities in a fast-paced setting.
Experience setting up MS Teams meetings.
Provide high quality customer service for all onsite/virtual meetings and events.
Process customer support requests via AV Support mailbox and phone number, EMS and/or IT ticketing platform.
Provide primary technical support for all Audio/Visual related systems including but not limited to display devices, projectors, video teleconferencing (VTC) and Crestron control systems using documented procedures and tools.
Assist users with connecting to foundation preferred Unified Conferencing solutions.
Daily maintenance and testing of conference room audio/visual systems, PC's, guest devices and hallway interactive displays.
Use of IT ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.
Conduct front line troubleshooting using documented procedures and available tools.
Act as customer advocate/liaison with other supporting staff.
Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
Provide status to customers of assigned tickets.
Provide timely updates and status information to manager and end users.
Assist in the support of audio/visual equipment while leveraging our third-party service provider.
Perform IT-related setup, support, and breakdown for large on-site meetings, including audio/visual equipment.
Keep abreast of emerging technologies and provide proactive options on how to effectively solve for common issues.
Create and document routine IT processes and procedures.
Balance the demands of daily and routine assignments with long-term projects.
Develop strong relationships with internal customers, vendor, affiliates, and peers.