Senior AV Support Services Technician

Diversified•Los Angeles, CA

4d•Onsite

About The Position

This position provides technical and operational support of audio-visual equipment and systems located within various environments including business/corporate offices, conference rooms, training rooms, collaboration rooms, and open areas (digital signage). The role involves working independently on client sites as a representative of Diversified, with the company providing financial support and paid time for continued education and career development. The Support Services Technician is required to be on-site Monday-Friday for eight hours per day, typically from 8 am to 5 pm, with potential adjustments for meeting and event needs, including earlier starts, later end times, and overtime.

Requirements

High school diploma or equivalent
CTS certification from AVIXA and/or manufacturer certifications (QSC, Cisco, Clear One, Crestron, Extron, etc.)
5+ years of experience in enterprise level AV support
Experience with AutoCAD / Visio adequate to read drawings for rack layout & cabling
Experience with commercial AV technology including Dante, Cisco, Crestron, Legrand, Netgear, QSC, Samsung, Shure, Sony
Experience with Video Conferencing products (Cisco preference)
Experience with QSC control systems (trouble shooting, basic communication concepts and protocols)
Experience with Crestron control systems (trouble shooting, basic communication concepts and protocols)
Experience testing and troubleshooting complex AV systems
Strong knowledge of proper equipment rack wiring standards and event best practices
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
General proficiency with computers and specialized software applications specific to the AV industry (i.e. Crestron; the use of programs such as MS Excel, Outlook, Project, Word)
Must pass a background screen and drug test.

Nice To Haves

Three (3) years of experience conducting site surveys; constructing racks; pulling cable; installing projectors & sub-mounts; crimping / punch-down connections
Must present well as client facing and working with high level executives within high pressure meeting situations
Proactive personality when it comes to finding issues, staying busy, and supporting the onsite clients

Responsibilities

Perform routine maintenance, preventive maintenance, troubleshooting, and break/fix repair of advanced AV/technology related systems.
Collaborate with existing onsite Diversified technicians and the client.
Oversee planning and implementation of process improvement principles for AV technologies in critical areas.
Support executive-level meetings, including setup, monitoring, and troubleshooting.
Oversee repair and service of all AV equipment and plan improvements.
Act as the technical escalation point for all AV equipment and related issues.
Work with the client team in scheduling meetings and preparing meeting room accommodations.
Schedule and execute daily/weekly room sweeps to ensure equipment and space functionality, reporting to the client.
Perform bi-annual preventative maintenance of rooms at the designated client site.
Identify and take ownership of defective or failed equipment until resolution.
Provide support for troubleshooting and maintenance of AV/multi-media systems.
Diagnose and resolve problems pertaining to medium to high complexity AV/multi-media systems.
Interface with equipment manufacturers, developers, engineers, and project managers on the client's behalf for complex systems.
Conduct safe and correct diagnosis of faults, including removal, repair, testing, implementation, and operation of audio visual, 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 across AV technologies and collaborate with the client to improve/evolve technology solutions.
Provide assistance to 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 current and historical 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 concerning actions, including end-user training.
Communicate effectively with clients to ensure prompt and satisfactory resolution of technical issues.
Participate in client escalations/analysis requests as needed.
Follow all safety procedures and adhere to customer security and confidentiality policies.
Communicate effectively with the client and Diversified remote team regarding ticket resolution progress.
Attend client team AV meetings regularly and collaborate effectively with their internal AV engineering team.
Find creative in-the-moment solutions to break-fix problems to ensure meeting continuity while searching for long-term solutions.