AV/VC Technician L3

We are looking for an experienced onsite AV/VC Operations Tier 3 Technician with excellent video conferencing and troubleshooting skills and happy to work in a versatile role. You will provide AV client support and will be the escalation point of contact for requests from Tier 1 and Tier 2 technicians and customers to assist in conference room setup, and break-fix troubleshooting support. You will also work closely with the client SME to troubleshoot AV systems and other AV related technologies. Tier 3 technicians will be responsible to ensure and oversees the 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, expertise in AV systems and having 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

• Escalation contact for any AV equipment issues that the Tier 1/2 AV technicians cannot resolve on their own
• Conduct maintenance and troubleshooting for AV systems
• Stay connected and well communicated with the rest of the team as the AV Ops escalation SME
• Fill in for Tier 1/ 2 coverage when needed
• Manage and coordinate physical installation of AV equipment
• Execute ad hoc AV installation requests
• Decommission and transport AV equipment for room refreshes
• Troubleshoot and maintain integrated audio systems in conference rooms
• Qsys Designer adjustments and hardware configurations
• Shure wireless and ceiling microphone optimization
• Troubleshoot and repair Crestron hardware and software (post-programming)
• Experienced in Crestron Toolbox and related hardware support (including but not limited to DM, NVX, Touch Panels, TX/RX pairs, HDMD, HDBT etc.)
• Track all requests and issues through Zendesk ticketing and communicate with the team through Slack
• Ensure that the correct information is being logged in all tickets
• Provide data to aid FTE in delivering specific reporting metrics
• Monitor AV ticketing queue and resolve tickets in a timely manner
• Monitor Slack channels and communicate needs and updates to the team
• Google Meet Admin support
• Assist with commissioning and turnover of new conference rooms and specialty spaces
• Troubleshoot and repair LED wall equipment (Sedna, Samsung, Planar)
• Utilize client provided tools and systems to successfully complete team tasks
• Follow all client required policies, standards, or safety guidelines
• Documentation of processes created by the vendor. Ongoing maintenance and updates to the team site runbook
• Work with internal ticketing system and ensure appropriate level of information is logged in all tickets. Also, monitor ticket queue and resolve tickets in a timely manner
• Communicate effectively with clients to identify needs and evaluate solutions
• Utilize remote access Mac, Linux, and Windows systems to control internal systems (via SSH, VNC; be able to navigate file systems on remote machines)

What You Will Need To Succeed

• Bachelor's degree from an accredited institution OR HS diploma/GED with 5+ years of relevant work experience in AV operations
• Subject matter expertise in AV deployments and operations support in a corporate environment and an understanding of audio/video signal flow
• CTS certification (preferred, but not required)
• Experienced with all aspects of AV installation including cable pulling, rack building, cable management, various types of terminations (RJ45, DB9) structural accommodations, modifications, device installation, etc.
• 2+ years' experience with Crestron. Ability to load system code and firmware including ability to troubleshoot configuration systems
• Experience working with QSC, and Shure audio systems including ability to load and configure DSP projects and troubleshoot configuration issues
• Experience working with LED walls including ability to troubleshoot hardware related issues
• Understanding of networking technology, video transmission over network
• Project Management Skills with large projects, organizational skills, and an ability to maintain standards.
• 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

Required AV/VC Skills

• Troubleshoot and support video conferencing room Hardware (Google Meets kits or Zoom conference room hardware)
• Deployment and break fix support for LCDs, Projectors, Cameras, Amplifiers, Microphones, LED walls (Planar, Samsung, etc.)
• Digital Signage Support (Appspace, Crestron scheduling panels)
• Install Audio Systems (soundtrack, QSC, Dante, etc.)
• Experience with technologies from Crestron, QSC, Shure