AV Technician II

Mouser•Mansfield, TX

About The Position

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS Diagnose and resolve software and hardware related incidents related to audio visual systems and their associative components. Assist all users with any logged AV related incident when called upon. Accurately record, update and document requests using the IT service desk system Escalate incidents and requests to other support teams as necessary. Install and configure new AV equipment, including necessary cabling. Coordinate services from vendors related to installation and support. Perform AV software and hardware upgrades. Ensure a daily checklist is performed against high profile conference rooms and systems. Maintain good verbal communication skills; communicate effectively with technical and non-technical colleagues at all levels in the organization. Attend internal training as necessary to keep up to date with the latest technology and internal system processes. Work within the relevant legislation, policies, and procedures SKILLS & CERTIFICATIONS Working knowledge of Microsoft Windows and Mac client operating systems Knowledge of mobile phone and tablet capabilities and apps Knowledge of ticketing tools Knowledge of Crestron and or AMX control systems Knowledge of video conference solutions like MS Teams and Zoom Knowledge of cable, satellite, and streaming services Knowledge of networking systems General hardware and software troubleshooting skills Able to communicate effectively in a professional manner on the phone, in writing, and in person. Able to prioritize, manage and perform under pressure to meet SLA’s. Knowledge and adherence of customer service best practices AV Technician I Bachelor’s degree in computer science is a plus. Previous experience of working in an IT support role AV Technician II Take ownership of AV related issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary. Provide technical guidance to their peers in areas they have achieved mastery, to maintain a consistent experience for the end users. Work closely with vendors and other teams to quickly complete projects and resolve issues. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization. Create, publish, and maintain AV related support documentation to assist all staff in the quick resolution of their incidents/service requests and enable users to become more self-sufficient.

Requirements

Working knowledge of Microsoft Windows and Mac client operating systems
Knowledge of mobile phone and tablet capabilities and apps
Knowledge of ticketing tools
Knowledge of Crestron and or AMX control systems
Knowledge of video conference solutions like MS Teams and Zoom
Knowledge of cable, satellite, and streaming services
Knowledge of networking systems
General hardware and software troubleshooting skills
Able to communicate effectively in a professional manner on the phone, in writing, and in person.
Able to prioritize, manage and perform under pressure to meet SLA’s.
Knowledge and adherence of customer service best practices
General proficiency in Microsoft Windows and Macintosh operating systems
General proficiency with mobile phone and tablet capabilities and apps
General proficiency in the use of ticketing tools
General proficiency in the support of Crestron and or AMX control systems
General proficiency of video conference solutions like MS Teams and Zoom
General proficiency of cable, satellite, and streaming services
General proficiency in the support of networking systems
General proficiency in hardware and software troubleshooting skills
General proficient knowledge and adherence of customer service best practices
Meets established SLA’s.
Strong knowledge of AV standard processes and business applications
2+ years AV Technician I or Desktop Technician I experience required.
For internal candidates, experience can be a combination of internal and external experience.

Nice To Haves

Bachelor’s degree in computer science is a plus.
AV Technician I Bachelor’s degree in computer science is a plus.

Responsibilities

Diagnose and resolve software and hardware related incidents related to audio visual systems and their associative components.
Assist all users with any logged AV related incident when called upon.
Accurately record, update and document requests using the IT service desk system
Escalate incidents and requests to other support teams as necessary.
Install and configure new AV equipment, including necessary cabling.
Coordinate services from vendors related to installation and support.
Perform AV software and hardware upgrades.
Ensure a daily checklist is performed against high profile conference rooms and systems.
Maintain good verbal communication skills; communicate effectively with technical and non-technical colleagues at all levels in the organization.
Attend internal training as necessary to keep up to date with the latest technology and internal system processes.
Work within the relevant legislation, policies, and procedures
Take ownership of AV related issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.
Provide technical guidance to their peers in areas they have achieved mastery, to maintain a consistent experience for the end users.
Work closely with vendors and other teams to quickly complete projects and resolve issues.
Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
Create, publish, and maintain AV related support documentation to assist all staff in the quick resolution of their incidents/service requests and enable users to become more self-sufficient.