AV/Deskside Support Technician I

Hybrid AV/Deskside Support Technician I

What this Job Entails:

The AV/Deskside Support Technician I will join our expanding team onsite with one of our global clients. The hire will be given the opportunity to work with some of the most innovative technologies in the world. Traveling to various client offices on occasion is required.

 The AV portion is to provide support for corporate AV/VC environments, and confidently and quickly analyze problems using technical diagnostic skill sets, in order to effectively support and resolve issues. Technical responsibilities include high profile event support, audio, video, conferencing technology, projects, maintenance, support. 

The Deskside Support portion is to provide support to all assigned locations, including data centers and Points of Presence (POPs), and physical site services. The person in this role will support users in a professional and courteous manner while performing troubleshooting or instructional tasks. They must have basic IT knowledge to carry out instructional documentation.

Scope: 

• Follows established procedures on routine work

• Requires following detailed instructions  

Your Roles and Responsibilities:

• Engage in client-facing support with the utmost professionalism and customer service

• Ensure that SLAs and daily deliverables are met including ticket updates

• Follow all policies, standards or safety guidelines that the client requires

AV

• Assist with installation of all AV equipment and displays to include: audio and video conferencing equipment, distributed audio, digital signage, control systems and all presentation systems

• Help perform installation of structured cabling to include pulling, terminating and testing cat5e/6, video, RGB, HDMI, DVI and audio cables

• Assist with inventory, including weekly/monthly stock levels, returning product (RMA) and inventory DOA issues

• Assist with problem solving and troubleshooting of any issue that may arise during an installation

• Perform equipment setups, breakdowns and troubleshoot issues during events

• Perform all necessary pre-event checks as required

• Help liaise with cross-functional teams and internal users before and during events

• Interface with end users and vendors to address requests and requirements

• Assist in identifying and solving issues that impact client conference rooms

Deskside Support

• Provide professional level assistance in all assigned data center locations and remote points of presence (POP)

• Assist in performing physical installation, repair, maintenance, and testing activities as directed with meticulous attention to driving and maintaining the highest quality standards

• Help users with performing card/driver updates, adds, or replacements, software upgrades, and associated testing

• Onsite troubleshooting of user and office IT equipment to include basic network troubleshooting

• Perform resets/reimages of client hardware

• Assist users with ordering hardware ordering and setups

• Provide instructional guidance to users in a detailed yet concise manner

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position.

Required Qualifications/Skills:

• High school diploma or general education degree (GED) and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience

• (Preferred) Associate's degree (A.A) or equivalent from two-year college or technical school and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience

• Ability to think and work independently

• Excellent written and oral communication skills and strong customer service skills

• Experience with spreadsheets, workflow and project m