Onsite AV Service Support Technician
About The Position
The Service Support Technician is a highly visible point of contact between the client and Diversified. Working closely with our onsite team and our Service Delivery Manager you will hold multiple responsibilities, similar to project administration, inventory management while maintaining hands on skills working with our team who are responsible for onsite maintenance and support of AV equipment while performing white glove executive and event meeting management in a mostly Zoom/Teams/Crestron environment. Prior corporate or high-level event management experience is a plus. Work would be performed onsite daily at client located in Boston MA. Prior experience in onsite corporate AV management, field technician, project administrator would be a plus. Must be professional in dress and communication skills. You will be a key member of a Global AV team gaining experience in all facets of Corporate AV skills. This is a full-time permanent position with Diversified.
Requirements
- High School diploma or equivalent
- Familiarity with a wide range of audio, video and networking systems and equipment, including but not limited to: Zoom, Teams, WebEx, Polycom, Logitech, DTEN, Crestron/Extron, Shure, Cisco, Brightsign/Appspace content management
- Good working knowledge of Excel
- Ability to think independently and make informed decisions
- Possess basic to advanced networking skills.
- Good verbal communication skills and good customer service skills
- Ability to diagnose, troubleshoot and resolve technical problems.
Nice To Haves
- Prior corporate or high-level event management experience is a plus.
- Prior experience in onsite corporate AV management, field technician, project administrator would be a plus.
Responsibilities
- Provide customers with an elevated level of AV, Broadcast and UC support.
- Develop an on-going customer relationship, resulting in future customer loyalty.
- Manage inventory flow for onsite global A/V Team.
- Work with project teams and design teams to ensure all client rooms and systems are designed to customer requirements and are installed to a professional level
- Troubleshoot system issues to determine and find resolutions, ability to use a wide range of test equipment to troubleshoot, verify and document performance.
- Escalate issues for further support through Global Service Center Agents, Field Service colleagues and ultimately internal Engineering and/or Manufacturers as necessary.
- Work with manufacturers to develop relationships related to equipment servicing (technical support, securing return authorizations, complete repair functions required to resolve customer issues)
- Leverage service ticket system and Global Service Center partners to track all time including travel (to and from), troubleshooting actions, next step actions, recommendations and/or resolution.
- Manage hardware and inventory for customer’s Content Management system
- Coach and develop less experienced members of the team on technical skills
- Produce accurate, detailed support documentation
Benefits
- Multiple medical plan options to fit you and your family’s needs
- HSA & HRA company contributions
- Dental coverage, including orthodontic benefits, and vision plans
- Company-paid benefits
- Basic Life, AD&D
- Short-Term and Long-Term Disability insurance
- Employee Assistance Program (EAP)
- Generous paid time off — 3 weeks PTO plus company holidays and floating holidays
- 401k with company match
- Paid maternity leave
- Healthcare and Dependent Care Flexible Spending Accounts (FSA)
- A wide range of voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services
- Commuter benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
