Onsite AV Support Technician

AVI-SPL•Boston, MA

1d•$26 - $39•Onsite

About The Position

The Onsite Support Technician will work in partnership with the customer, management team, global helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience. WHO WE ARE AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services. Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward. WHAT YOU’LL DO The Technician reports to the AV Supervisor; Assists in daily operation of the AV service components. Provides high level service to clients, including meeting setup of audio and video conferences as directed. Ensuring the workload is cared for while providing best in class customer satisfaction. Services the client via the helix ticketing system and responds to the AV Support Hotline ("The Hotline") Communicates status of pending issues to the client and assists in minor repairs to AV equipment throughout the MFS footprint. A Self-driven team player. Must communicate problem escalation and resolution to the AV Supervisor/Manager as needed. Day-To-Day Responsibilities: Incident Management Monitors AV Queue for unassigned and Short-notice tickets Self-assigns incident/task tickets as needed Breach Prevention aligning with MFS predetermined SLA's Assigns Asia/Europe only tickets to Asia/Europe techs following SOP Takes on tickets due to staff changes (illness, short notice day off) Sending client confirmation emails (Exceptions: daily reoccurring) Must be sent to before 3:00pm day before with message attached to work info. Same day: time permitting send email add to work info Same day: within 30 minutes reach out via phone Respond to the client and the AV DL – no exceptions Task Management Monitor the AV Task queue Ensure Tasks are closed in a timely manner or escalated as needed Answers and responds to AV Hotline calls Asks fact-finding questions, including caller name, location and issue Creates Remedy ticket INC Assigns ticket to self or locates available team member to assist Back up response to AV hotline (multiple calls from 33 for example) Identifies VIP's and new employee e.g.; EA's providing education on AV processes where needed. TEAMS, ZOOM and meeting room functionality training provide user training for quick adoption of the technology. Provides full support for meetings and event type functions held on premises in the Multi-Purpose meeting rooms and café areas (setting up tables and chairs per client’s direction and needs) Provide 33rd Floor Control room backfill when needed Morning /evening walkthrough and shutdown to determine room readiness/condition per checklist Alerts team and vendor (AV Vendor) to ensure repair requests are attended to. Reserves rooms for service, and tests item after repair is completed Professional appearance and demeanor when interacting with clients (phone and in person). This list is not limited to the following and is at the discretion of the AV Team Supervisor. On-time and ready to work at start of shift – communicates to DL when late/out Ability to work overtime as needed depending on needs to support client’s needs. No headphones are allowed in conference rooms during the 15 minutes prior to start No sneakers without express approval of the supervisor Casual Business attire Items to Consider: AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account. This position will generally work on customer sites and may deal with a construction site type of work environment.

Requirements

Effectively communicate with employees, customers, and colleagues
Ability to use hand and power tools in a safe and efficient manner
Ability to work and think independently and ensuring to meet deadlines
Advanced computer knowledge (WIN/Mac)
Knowledge of signal flow for audio, video, and control
Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL driving standard
Minimum of a High School Diploma or equivalent
Must be flexible to work after hours and weekends when required
Ability to regularly climb and work from ladders, lifting equipment, tools, and materials
White Glove Service: Demonstrated ability to provide high-level support to director-level executives and above in a corporate setting, ensuring smooth and professional AV experiences.
Problem-Solving: Strong troubleshooting skills across various AV and networking systems, ensuring quick resolution of technical issues.
Customer Service: Committed to delivering exceptional customer service, with a focus on meeting the needs of corporate clients and stakeholders.
Crestron Systems: Proficient in setting up, configuring, and troubleshooting Crestron systems, ensuring reliable connectivity and performance.
Extron Systems : Extensive experience with deployments, integration, and troubleshooting of Extron NAV and associated S/W.
Cisco Systems : Proficient in setting up, configuring, and troubleshooting Cisco Systems, ensuring reliable connectivity and performance.
Networking: Skilled in setting up, configuring, and troubleshooting networked devices, with experience in LAN/WAN and VLans.
Crestron, Poly, Biamp, Cisco, Extron NAV experience
UC Platforms - Teams, Zoom, Webex

Nice To Haves

Formal education in Electronics or related field preferred
Preferred external training:
AMX Intro to Networking for AV Professionals
Crestron Professional Installation
Exton AV Associate Certification
AVIXA Quick Start to the Audio-Visual Industry
AVIXA CTS General Certification
Dante 1-3

Responsibilities

Monitors AV Queue for unassigned and Short-notice tickets
Self-assigns incident/task tickets as needed
Breach Prevention aligning with MFS predetermined SLA's
Assigns Asia/Europe only tickets to Asia/Europe techs following SOP
Takes on tickets due to staff changes (illness, short notice day off)
Sending client confirmation emails (Exceptions: daily reoccurring)
Monitor the AV Task queue
Ensure Tasks are closed in a timely manner or escalated as needed
Answers and responds to AV Hotline calls
Asks fact-finding questions, including caller name, location and issue
Creates Remedy ticket INC
Assigns ticket to self or locates available team member to assist
Back up response to AV hotline (multiple calls from 33 for example)
Identifies VIP's and new employee e.g.; EA's providing education on AV processes where needed.
TEAMS, ZOOM and meeting room functionality training provide user training for quick adoption of the technology.
Provides full support for meetings and event type functions held on premises in the Multi-Purpose meeting rooms and café areas (setting up tables and chairs per client’s direction and needs)
Provide 33rd Floor Control room backfill when needed
Morning /evening walkthrough and shutdown to determine room readiness/condition per checklist
Alerts team and vendor (AV Vendor) to ensure repair requests are attended to. Reserves rooms for service, and tests item after repair is completed
Professional appearance and demeanor when interacting with clients (phone and in person).
On-time and ready to work at start of shift – communicates to DL when late/out
Ability to work overtime as needed depending on needs to support client’s needs.