Senior AV Support Services Technician

Diversified•Atlanta, GA

2d•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 open areas with digital signage. This role also serves as the on-site liaison between the client, Diversified, and other team members. The position requires on-site presence 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 due to higher demand associated with the Georgia legislative session. Diversified supports continued education and career development through financial assistance and paid time for industry certifications.

Requirements

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.)
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, preventive 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 the planning and implementation of process improvements for AV technologies in critical areas.
Oversee repair and service of all AV equipment and plan/implement improvements.
Serve as the technical escalation point for all AV/UC equipment and related issues.
Collaborate with the client team on meeting scheduling and room preparation.
Perform and schedule daily/weekly preventative maintenance, reporting to the client on equipment and space functionality.
Identify and take ownership of defective or failed equipment resolution.
Provide support for troubleshooting and maintenance of 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 complex system resolutions.
Conduct safe and correct diagnosis of faults, including repair, testing, implementation, and operation of AV, video conference, display, and presentation technologies.
Manage the daily activities of configuration and operation of AV/multi-media systems.
Participate in and drive continuous improvement activities for AV technologies and collaborate with the client to evolve technology solutions.
Assist users in accessing, using, and diagnosing AV/multi-media systems.
Track, update, and report on AV ticket issues and support requests, showing progress from inception to resolution.
Provide regular reporting of analytical data to meet client metrics.
Interface professionally with client executive and "C" level personnel.
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 venues.
Maintain high availability/visibility within event and meeting spaces.
Maintain an accurate and regular incident ticketing management routine.
Provide end-users with a consistently smooth support experience.
Perform regular/daily walk-arounds executing routine systems checks.
Own site location technology solutions, developing a keen understanding and management of deployed technology.
Develop work-around solutions for alternative options if systems are faulty.
Demonstrate a high sense of urgency when dealing with issues.
Communicate daily scheduling and time off planning with the local client POC.
Report daily to an onsite client POC, providing regular updates.