Job Description

We are looking for an experienced onsite AV/VC Operations Tier 2 Technician with strong AV operations and troubleshooting skills and happy to work in a versatile role. You will provide AV client support and will be the first point of contact for requests from the customers to assist in conference room setup, operations requests, event requests, and break-fix troubleshooting support needs. You will also work closely with Tier 3 to troubleshoot AV systems and other AV related technologies. Tier 2 technicians will be responsible for ensuring AV systems are set up and maintained based on the client’s operating schedule and are always in working order.  

The ideal candidate will have a track record of supporting large scale AV operations in a commercial enterprise environment, has expertise in AV systems along with excellent interpersonal and written communication skills. This is a unique opportunity to play a highly visible role in an exciting, industry-leading technology business.

How You Will Make an Impact

• Provide break fix and troubleshooting support for AV systems and related technologies in the conference rooms, offices, and specialty spaces.
• Expert in AV systems and devices installation and proactive operations maintenance service
• Support daily room sweeps and related escalations of conference rooms, digital signages, LED walls, meeting spaces
• Provide support for events setup and decommission
• Monitor tickets/incidents and generate tickets with all incident details including track all requests and issues.
• Storage room upkeep. Support decommissioning and coordinate e-waste efforts
• Support commissioning/installation and turnover of new conference rooms and other AV areas. Coordinate equipment RMAs
• Work with projectors, sound systems, microphones, sound mixing equipment, overhead projectors, video equipment, adjust amplifiers, video screens, virtual conferencing systems, AV racks, and speakers
• Laying, managing, and replacing cabling for ethernet, sound, power to ensure ease of use, pleasing aesthetics, and maintaining of functionality.
• Assisting with varied projects related to documentation, training and peer mentorship, inventory management, quality management, builds and installations
• Provide proactive onsite event support such as meeting kickoffs, setup and strike, and training for self-service
• Help testing new AV designs and solutions
• Assist with commissioning and turnover of new conference rooms and specialty spaces
• Participate in regular weekly meetings to discuss and resolve open issues. Review upcoming events roadmap and their requirements
• Support planning and execution of ad hoc events
• Work with Tier 3 and Client Engineers to troubleshoot difficult internal problems
• Utilize client provided tools and systems to successfully complete team tasks
• Follow all client required policies, standards, or safety guidelines
• Track installation, maintenance, and support requests (and other metrics) to identify trends, potential systemic issues, and areas for improvement
• Communicate effectively with clients to identify needs and evaluate solutions

What You Will Need to Succeed

• HS diploma/GED with 3+ years of relevant work experience in AV operations
• High levels of emotional intelligence and ability to maintain a positive and supportive attitude while working with co-workers, client's internal AV team, and end-users
• Experienced in AV installations (cable management, device add, move, change) and operations support (daily test and break fix support) in a large corporate environment and an understanding of audio/video signal flow
• Understanding of basic networking technology, video transmission over network
• Experience working with LED walls including ability to troubleshoot hardware related issues
• Proficiency with any helpdesk support ticket management software
• Ability to multitask and prioritize departmental functions to meet deadlines
• Ability to remain calm in high pressure/stress situations
• Ability to communicate clearly and professionally
• Experience working in a fast-paced and highly cross-functional organization

Physical Requirements

• Physical demands associated with this position include moderate walking, lifting, bending, climbing ladders, operating power tools, and carrying weight materials up to 50 lbs