AV Support Engineer

Our client, a market leader in integrated technology focused on online educational training, has an opening for an AV Support Engineer.

The individual in this role will be responsible for communication/coordination with customers and other departments for troubleshooting/service/repairs of hardware, communication/coordination with customers and other departments, and equipment maintenance and support upgrades.

The candidate must have a strong desire to leverage their technical, critical thinking, administrative and communication skills to maintain the highest product and service qualityand to support other departments to ensure success.

Responsibilities:

• Process and resolve Zendesk tickets in the production queue according to the Service Level Agreement.
• Work with clients to gather all the pertinent information to assess the situation.
• Schedule service calls for troubleshooting/service/repair of hardware.
• Create service documentation and provide this information to the scheduled technician and the client.
• Confirm with the technician and the client the day prior to the scheduled service.
• Support the on-site technician and complete and upload the service documentation.
• Follow through with the client.
• Maintain the Production queue to ensure the client is being kept up to date; tickets updated daily.
• Request necessary hardware for repair from Procurement.
• Assist with Service Calls on an as needed basis.
• Process RMA on site when possible, or once defective device is returned to the company.

Required Skills:

• Knowledge of computer applications such as Windows Operating Systems, Windows Server, enterprise web and client applications and Microsoft Office Suite, A/V and IT systems integration, networking, Microsoft servers, IT infrastructure.
• Knowledge of Creston, BIAMP, DSP audio.
• Ability to read and interpret wiring diagrams, system design drawings and architectural drawings.
• Strong verbal and written communication skills.
• Client-friendly attitude, strong customer service skills.
• Skilled at managing relationships with customers in high stress situations.
• Must be able to multi-task and prioritize calmly and rationally.
• Ability to provide excellent support through all phases of the service cycle, i.e. documenting, monitoring and tracking issues to ensure timely resolution.
• Ability to communicate and work together with other departments to solve problems.
• Basic knowledge of audio and video.

Education/Experience:

• AVIXA CTS certification preferred or required within six months of employment.
• IT and networking technology background required; Cisco switches preferred.
• 1-3 years related experience in Audio-Visual systems installation in commercial and/or CCTV.
• Crestron control systems experience preferred.
• BIAMP programming experience preferred.
• Must have a valid driver's license.
• Experience with installations and project management.
• Experience with service calls.
• Experience with Zendesk ticketing system.
• Travel Requirement: 15%.

Comprehensive Benefits include:

Medical, Rx, Dental, and Vision Insurance,Company Paid Life Insurance,Supplemental Life,Aflac Plans
Critical Illness Plan,Accident Plan,Short- and Long-Term Disability,401(k) Plan with Company Match
15 PTO days annually to start, and Professional Development Training