AV Event Support Technician

Position Summary

This position is responsible for providing high quality customer service and technical support to all users requiring AV support. This position will be providing Tier 1 and Tier 2 assistance concerning the use of all aspects related to audio visual and unified communications needs.

Responsibilities

• Provide high quality customer service for all onsite/virtual meetings and events.
• Process customer support requests via AV Support mailbox and phone number, EMS and/or IT ticketing platform.
• Provide primary technical support for Audio/Visual related systems including but not limited to display devices, projectors, video teleconferencing (VTC) and Crestron control systems using documented procedures and tools.
• Assist users with connecting to preferred Unified Conferencing solutions.
• Daily maintenance and testing of conference room audio/visual systems, PC’s, guest devices and hallway interactive displays.
• Use of IT ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.
• Conduct front line troubleshooting using documented procedures and available tools.
• Act as customer advocate/liaison with other supporting staff.
• Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
• Provide status to customers of assigned tickets.
• Provide timely updates and status information to manager and end users.
• Assist in the support of audio/visual equipment while leveraging our third-party service provider.
• Keep abreast of emerging technologies and provide proactive options on how to effectively solve common issues.
• Create and document routine processes and procedures.
• Develop strong relationships with internal customers, vendors, affiliates, and peers.

Required Education and Experience

• High school diploma
• Experience with event AV and live event planning
• Ability to troubleshoot signal path for audio and video
• Read and interpret AV drawings
• Strong understanding of unified communications platforms
• Candidates must have clear and effective verbal & written communication skills.
• Excellent Customer Service Experience Required.
• Excellent follow through and attention to detail.
• Experience with IT Knowledge Base and ticketing system.
• Experience applying ITSM best practices to Incident and Requests management.

Salary Range

$51,434.40 - $77,151.60 USD (Salary)

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided through Cigna (DPPO & DHMO options)

• Nationwide Vision provided through VSP

• Flexible Spending Account for Health & Dependent Care

• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

• Corporate Wellness Program

• Employee Assistance Program

• Wellness Days

• 401k Plan

• Basic Life, Accidental Life, Supplemental Life Insurance

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