<p>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.</p> <p>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.</p> <p>How You Will Make An Impact</p> <ul> <li>Escalation contact for any AV equipment issues that the Tier 1/2 AV technicians cannot resolve on their own </li><li>Conduct maintenance and troubleshooting for AV systems </li><li>Stay connected and well communicated with the rest of the team as the AV Ops escalation SME </li><li>Fill in for Tier 1/ 2 coverage when needed </li><li>Manage and coordinate physical installation of AV equipment </li><li>Execute ad hoc AV installation requests </li><li>Decommission and transport AV equipment for room refreshes </li><li>Troubleshoot and maintain integrated audio systems in conference rooms </li><li>Qsys Designer adjustments and hardware configurations </li><li>Shure wireless and ceiling microphone optimization </li><li>Troubleshoot and repair Crestron hardware and software (post-programming) </li><li>Experienced in Crestron Toolbox and related hardware support (including but not limited to DM, NVX, Touch Panels, TX/RX pairs, HDMD, HDBT etc.) </li><li>Track all requests and issues through Zendesk ticketing and communicate with the team through Slack </li><li>Ensure that the correct information is being logged in all tickets </li><li>Provide data to aid FTE in delivering specific reporting metrics </li><li>Monitor AV ticketing queue and resolve tickets in a timely manner </li><li>Monitor Slack channels and communicate needs and updates to the team </li><li>Google Meet Admin support </li><li>Assist with commissioning and turnover of new conference rooms and specialty spaces </li><li>Troubleshoot and repair LED wall equipment (Sedna, Samsung, Planar) </li><li>Utilize client provided tools and systems to successfully complete team tasks </li><li>Follow all client required policies, standards, or safety guidelines </li><li>Documentation of processes created by the vendor. Ongoing maintenance and updates to the team site runbook </li><li>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 </li><li>Communicate effectively with clients to identify needs and evaluate solutions </li><li>Utilize remote access Mac, Linux, and Windows systems to control internal systems (via SSH, VNC; be able to navigate file systems on remote machines) </li></ul> <p>What You Will Need To Succeed</p> <ul> <li>Bachelor's degree from an accredited institution OR HS diploma/GED with 5+ years of relevant work experience in AV operations </li><li>Subject matter expertise in AV deployments and operations support in a corporate environment and an understanding of audio/video signal flow </li><li>CTS certification (preferred, but not required) </li><li>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. </li><li>2+ years' experience with Crestron. Ability to load system code and firmware including ability to troubleshoot configuration systems </li><li>Experience working with QSC, and Shure audio systems including ability to load and configure DSP projects and troubleshoot configuration issues </li><li>Experience working with LED walls including ability to troubleshoot hardware related issues </li><li>Understanding of networking technology, video transmission over network </li><li>Project Management Skills with large projects, organizational skills, and an ability to maintain standards. </li><li>Proficiency with any helpdesk support ticket management software </li><li>Ability to multitask and prioritize departmental functions to meet deadlines </li><li>Ability to remain calm in high pressure/stress situations </li><li>Ability to communicate clearly and professionally </li><li>Experience working in a fast-paced and highly cross-functional organization </li></ul> <p>Required AV/VC Skills</p> <ul> <li>Troubleshoot and support video conferencing room Hardware (Google Meets kits or Zoom conference room hardware) </li><li>Deployment and break fix support for LCDs, Projectors, Cameras, Amplifiers, Microphones, LED walls (Planar, Samsung, etc.) </li><li>Digital Signage Support (Appspace, Crestron scheduling panels) </li><li>Install Audio Systems (soundtrack, QSC, Dante, etc.) </li><li>Experience with technologies from Crestron, QSC, Shure </li></ul>