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About the position
The AV Support Technician plays a crucial role in the IT Services team, providing high-quality customer service and technical support for audiovisual and unified communications needs. This position focuses on Tier 1 and Tier 2 assistance, ensuring that all employees receive effective support for their AV-related technology requirements.
Responsibilities
- Provide high quality customer service for all onsite/virtual meetings and events.
- Process customer support requests via AV Support ticket requests, as well as in-person inquiries to the Techspot and/or IT ticketing platform.
- Provide primary technical support for all Audio/Visual related systems including MTR (Microsoft Teams Rooms), display devices, video teleconferencing (VTC), and Crestron control systems.
- Assist users with connecting to foundation preferred Unified Conferencing solutions.
- Daily maintenance and testing of conference room audio/visual systems, PCs, 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 severe problems or those exceeding documented targets.
- Provide status to customers of assigned tickets.
- Provide timely updates and status information to manager where needed/applicable.
- Assist in the support of audio/visual equipment while leveraging third-party service providers.
- Perform IT-related setup, support, and breakdown for large on-site meetings, including audio/visual equipment.
- Keep abreast of emerging technologies and provide proactive options for common issues.
- Create and document routine IT processes and procedures where needed.
- Balance the demands of daily and routine assignments with long-term projects.
- Develop strong relationships with internal customers, vendors, affiliates, and peers.
Requirements
- 5+ years of experience in technology customer support, emphasizing technical infrastructure and exponential technologies, or 3 years with a degree.
- Exposure 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.
- Clear and effective verbal and written communication skills.
- Excellent customer service experience.
- Excellent follow-through and attention to detail.
- Expertise with Windows and Mac computing resources as it relates to AV-related connections.
- Experience with IT Knowledge Base and ticketing system.
- Experience applying ITSM best practices to Incident and Requests management.
- Working knowledge in the use and support of audio/visual equipment.
Nice-to-haves
- Preferred history of working on a progressive IT Service Desk team.
- Proven track record of teamwork, good communication, and the ability to multi-task and prioritize.
