Job Description

Position Title: Service & Support Specialist

POSITION OVERVIEW:

The primary role of the Service & Support Specialist includes the repair, operation, maintenance, and troubleshooting of audio/visual equipment. This position requires working in a variety of environments, including government facilities, event venues, corporate offices, educational institutions, and healthcare facilities. The primary goal is to ensure an ongoing functioning AV system while providing clear and effective communication with customers through various ticketing systems.

ROLES AND RESPONSIBILITIES:

• Ability to lead and communicate with internal employees and external customers independently on service calls, health checks, and preventative maintenance visits
• Ability to set up and operate A/V equipment for boardroom meetings, town halls, etc.
• Ability to perform routine maintenance of AV equipment
• Ability to quickly diagnose and resolve technical issues onsite and remotely.
• Ability to think critically and creatively to find solutions.
• Provide technical assistance to clients and event organizers
• Provide accurate and detailed reports in various ticketing systems and forms
• Analyze and interpret system drawings
• Perform hardware upgrades to all AV components
• Registration and setting changes of VTC codec endpoints (Cisco, Poly, Logitech, etc.)
• Proficient with Crestron, AMX, Extron, Shure, Biamp, and QSC hardware components
• Proficient with Crestron Toolbox, Biamp Tesira, Q-SYS, and Shure software
• Knowledge of networking fundamentals such as TCP/IP, addressing, firewalls, routers, VLANs, and VPN.
• Configure and adjust digital signal processors (DSP), including Biamp and QSC
• Fine-tune audio-video systems to ensure optimal performance
• Ability to work with a remote system programmer to load and diagnose interfaces
• Extensive background in troubleshooting complex audio, video, and network-related issues
• Knowledge of Advanced signal flow for audio, video, and control
• Minor programming capabilities (Crestron/QSC/Extron) - changes and troubleshooting
• Comfortable and able to communicate with C-Level executives
• Ability to educate customers on installed equipment
• Provide any required deliverables at the end of a service call, health check, or preventative maintenance visit

SUCCESS FACTORS:

• A high level of customer centricity
• Strong team player with the ability to adapt to diverse team members
• Ability to perform in a fast-paced/high-volume environment
• Excellent verbal and written communication skills
• Exceptional Critical Thinking skills
• Detail Oriented- a high level of attention to detail is required
• A high level of time management, accountability, and prioritization skills
• Self-motivated, goal-oriented, and driven to accomplish department goals
• Ability to be organized, problem solve complex system problems, and be solution-oriented
• Proficient in Microsoft Office (Word, Excel, Outlook) and ticketing systems
• Ability to balance multiple tasks with changing priorities
• Ability to work and think independently and ensure that deadlines are met
• Understanding of network infrastructure and A/V system design
• Familiar with the current version of BICSI and AVIXA best practices

WORK ENVIRONMENT:

• Must be able to work in a variety of physical positions, including climbing, sitting, standing, walking, and driving
• When working on site, you may be required to wear common protective safety equipment, such as safety glasses, gloves, hearing protection, and hard hats

EXPERIENCE AND EDUCATION:

• 5+ years’ experience in collaboration or Audio-Visual Integration
• High School Diploma or equivalent experience required

REQUIRED TRAINING AND CERTIFICATIONS:

• AVIXA CTS
• Dante Level II
• Biamp Tesira
• QSC Level II
• Crestron Level II
• Extron Certified AV Associate
• OSHA 10
• Must have a valid driver’s license

Possess or complete the following Certifications or Training within six months of employment:

• AVIXA CTS-I
• Dante Level III
• Advanced Networking

Pixel Technologies is an equal opportunity employer. All candidates agree to complete a selection assessment and pre-employment drug screen.

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