AV/VC Onsite Support Technician

Covestic, Inc.•Sunnyvale, CA

33d•Onsite

About The Position

Milestone Technologies, Inc. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services, Internal IT Support, Data Center Operations, Workforce Solutions, and IT Professional Services. Milestone is looking for passionate and motivated professionals who go above and beyond to solve the world's biggest problems through innovation and technology. Our vision is to revolutionize the way technology is deployed and supported worldwide. This role serves as a key member of the Desktop Support team for our technology customer. You will be an experienced Onsite AV/VC Operations Technician with excellent Video Conferencing, event coordination and troubleshooting skills and happy to work in a dual role. You will provide first line AV client support and will be the initial contact for telephone, email and direct requests from customers and field technicians for AV/VC services, provide VC and telephone support to users, VC booking and scheduling services, assist in conference setup and troubleshooting. The ideal candidate will have a track record of supporting successful events and having excellent interpersonal and written communication skills. This is a unique opportunity to play a highly visible role in an exciting, industry-leading technology business.

Requirements

Strong verbal and written communication skills
Proficiency with computers, ITSM software, and strong typing skills
Demonstrated success in event coordination and project coordination
Ability to work independently and autonomously
Time management and ability to work under pressure with a high sense of urgency
Must demonstrate a positive and professional behavior towards clients and colleagues at all times
Be passionate about the job and tasks at hand and be self-motivated and energetic
IT knowledge of Android, iOS, Mac, Windows, and Linux operating systems
Excellent understanding of signal flow in both audio and video installations
Advanced knowledge
Must have excellent problem solving and troubleshooting skills with the ability and to provide advanced troubleshooting on any device

Nice To Haves

Bachelor's degree from an accredited institution or 5+ years of relevant work experience in event support
Certified Technology Specialist (CTS) or 2+ years of AV VC support
A career path that demonstrates increasing levels of responsibility and proven success delivering measurable results
Skilled negotiator with proven experience finding creative ways to do more with less
Experience working in a fast-paced and highly cross-functional organization
Proficiency with any helpdesk support ticket management software
Proficiency in Google Apps (Docs, Sheets, Slides and Cal)

Responsibilities

Provide white-glove onsite event support with the client's representatives
Initiate technical audio, video, video conferencing, and live streaming support for events
Liaise with cross-functional teams and internal users regarding the exact audio-visual requirements for events
Oversee planning and execution of events from large events to small user groups
Carry out pre-event checks, ensuring all technical elements are working correctly
Use chat, voice, and video communication systems to coordinate event logistics
Provide onsite support for customer meetings and executive level events
Communicate effectively with executive level clients to identify needs and evaluate solutions, while representing Milestone
Communicate any foreseeable problems to supervisor or manager at the earliest opportunity
Participate in regular weekly meetings to discuss upcoming events and their requirements
Diagnose infrastructure problems impacting one or many internal platform activities
Conduct trainings on equipment and spaces to users and support personnel
Intake customer service request and manage them to completion
Utilize client provided tools and systems to successfully complete team tasks