Senior AV Support Services Technician

Diversified • Atlanta, GA

1d • Onsite

About The Position

The Senior AV Support Services Technician provides technical and operational support for audio-visual equipment and systems located within various environments including business/corporate offices, conference rooms, training rooms, collaboration rooms, and digital signage areas. This role also serves as the on-site liaison between the client, Diversified, and the on-site team. The technician will be required to be on-site Monday-Friday for eight hours per day, with specific start and end times determined by Diversified and the client. Overtime may be required, particularly during the first quarter of the year to align with the Georgia legislative session hours. Diversified supports continued education and career development through financial assistance and paid time for industry certifications.

Requirements

• High School Diploma/ GED
• Three to Five years of experience in enterprise level AV support
• Competencies in AutoCAD / Visio adequate to read drawings for rack layout & cabling
• Competencies in Crestron control systems (trouble shooting, basic communication concepts and protocols)
• Basic wiring skills
• Experience testing and troubleshooting complex AV systems
• Strong knowledge of proper equipment rack wiring standards and live-event best practices
• Experience with major industry manufacturers including QSC, Crestron, Cisco, Microsoft, Biamp, and/or Poly
• General proficiency with computers and specialized software applications specific to the AV industry (i.e. Crestron; the use of Microsoft software programs such as Excel, Outlook, Project, Word)
• Knowledge and experience in computer networking configuration/troubleshooting
• Must present well as client facing and working with high level executives within high pressure meeting situations
• Must maintain a valid driver’s license with clean driving record
• Must be able to stand, kneel and/or crouch for long periods of time
• Must be able to work in high places, as well as small, cramped places
• Must be able to work in hot humid places, as well as cold places
• Must be able to properly use hand/power tools, ladders, and subsequent safety equipment
• Must be able to lift/maneuver up to 75 lbs., use hand tools, ladder, and have the physical ability to frequently bend, kneel, stand, and walk for extended periods of time
• Must pass a background screen and drug test.

Nice To Haves

• CTS certification from AVIXA
• Manufacturer certifications (QSC, Cisco, Clear One, Crestron, Extron, etc.) are preferred
• Competencies in the following technologies which have been deployed at the site: Titan microphone systems, Panasonic Cameras, QSC ACPR, Nanolumens video walls
• Three (3) years of experience conducting site surveys; constructing racks; pulling cable; installing projectors & sub-mounts; crimping / punch-down connections
• Competencies in Video Conferencing products (Cisco preference)
• Competencies in QSC control systems (trouble shooting, basic communication concepts and protocols)
• Experience with Advanced AV Signal Flow Diagramming and Advanced Troubleshooting
• Knowledge of signal flow for: audio, video, control systems, lighting, networking, access control, phone systems, and camera systems

Responsibilities

• Perform routine maintenance, troubleshooting, and break/fix repairs of advanced AV/technology systems.
• Act as the liaison between the on-site team and Diversified Service management.
• Oversee planning and implementation of process improvements for AV technologies in critical areas.
• Oversee repair and service of all AV equipment, acting as the technical escalation point for AV/UC equipment issues.
• Work with the client team on scheduling meetings and preparing meeting room accommodations.
• Perform daily/weekly preventative maintenance scheduling and execution, reporting to the client.
• Identify and resolve defective or failed equipment, providing support for AV/multi-media systems.
• Diagnose and resolve medium to high complexity AV/multi-media system problems.
• Interface with equipment manufacturers, developers, engineers, and project managers for highly complex systems.
• Conduct safe and correct diagnosis of faults, including repair, testing, and operation of AV, video conference, display, and presentation technologies.
• Manage daily activities of configuration and operation of AV/multi-media systems.
• Participate in and drive continuous improvement activities across AV technologies and collaborate with the client to evolve technology solutions.
• Aid users in accessing, using, and diagnosing AV/multi-media systems.
• Track, update, and report on AV ticket issues and support requests, showing progress from reporting to resolution.
• Provide regular reporting of analytical data to meet client metrics.
• Interface with client executive and "C" level personnel professionally.
• Ensure compliance with client HR and Labor regulations, benefits, PTO, and safety rules.
• Collaborate with local Service management on actions, including end-user training.
• Assist with support of live-event spaces and requirements, especially for large meetings in auditoriums or other large venue spaces.
• Maintain high availability/visibility within event and meeting spaces.
• Maintain an accurate and regular incident ticketing management routine.
• Provide end-users with consistently smooth support experience/operation of installed technology.
• Perform regular/daily walk-arounds executing routine systems checks.
• Take ownership of site location technology solutions, developing a keen knowledge and understanding of deployed technology.
• Develop work-around solutions for alternative options if systems are faulty.
• Communicate daily scheduling and time off planning with the local client POC.
• Report daily to an onsite client POC, providing regular updates to the client.

Benefits

• Multiple medical plan options to suit your family’s needs
• Dental (including orthodontic coverage) and vision plans
• Company paid Basic Life, AD&D, Short-Term and Long-Term Disability Insurance, and Employee Assistance Plan (EAP)
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401k with Employer Match
• Paid Time Off and Paid Holidays
• Voluntary Benefits: Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Term and Dependent Life and AD&D, and Legal Services
• Commuter Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees