AV Technician II

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Diagnose and resolve software and hardware related incidents related to audio visual systems and their associative components.
• Assist all users with any logged AV related incident when called upon.
• Accurately record, update and document requests using the IT service desk system
• Escalate incidents and requests to other support teams as necessary.
• Install and configure new AV equipment, including necessary cabling.
• Coordinate services from vendors related to installation and support.
• Perform AV software and hardware upgrades.
• Ensure a daily checklist is performed against high profile conference rooms and systems.
• Maintain good verbal communication skills; communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• Work within the relevant legislation, policies, and procedures

• Working knowledge of Microsoft Windows and Mac client operating systems
• Knowledge of mobile phone and tablet capabilities and apps
• Knowledge of ticketing tools
• Knowledge of Crestron and or AMX control systems
• Knowledge of video conference solutions like MS Teams and Zoom
• Knowledge of cable, satellite, and streaming services
• Knowledge of networking systems
• General hardware and software troubleshooting skills
• Able to communicate effectively in a professional manner on the phone, in writing, and in person.
• Able to prioritize, manage and perform under pressure to meet SLA’s.
• Knowledge and adherence of customer service best practices

• Bachelor’s degree in computer science is a plus.
• Previous experience of working in an IT support role

• Take ownership of AV related issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.
• Provide technical guidance to their peers in areas they have achieved mastery, to maintain a consistent experience for the end users.
• Work closely with vendors and other teams to quickly complete projects and resolve issues.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Create, publish, and maintain AV related support documentation to assist all staff in the quick resolution of their incidents/service requests and enable users to become more self-sufficient.

• Bachelor’s degree in Computer Science is a plus.
• 2+ years AV Technician I or Desktop Technician I experience required. For internal candidates, experience can be a combination of internal and external experience.
• General proficiency in Microsoft Windows and Macintosh operating systems
• General proficiency with mobile phone and tablet capabilities and apps
• General proficiency in the use of ticketing tools
• General proficiency in the support of Crestron and or AMX control systems
• General proficiency of video conference solutions like MS Teams and Zoom
• General proficiency of cable, satellite, and streaming services
• General proficiency in the support of networking systems
• General proficiency in hardware and software troubleshooting skills
• General proficient knowledge and adherence of customer service best practices
• Meets established SLA’s.
• Strong knowledge of AV standard processes and business applications