AV​/VC Operations Technician L3

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market.

The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and Service Now. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity.

Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

We are looking for an experienced onsite AV/VC Operations L 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. 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.

• Escalation contact for any AV equipment issues that the Tier 1/2 AV technicians cannot resolve on their own
• Conduct maintenance and troubleshooting for AV systems
• Stay connected and well communicated with the rest of the team as the AV Ops escalation SME
• Manage and coordinate physical installation of AV equipment
• Execute ad hoc AV installation requests
• Decommission and transport AV equipment for room refreshes
• Troubleshoot and maintain integrated audio systems in conference rooms
• Qsys Designer adjustments and hardware configurations
• Shure wireless and ceiling microphone optimization
• Troubleshoot and repair Crestron hardware and software (post-programming)
• Experienced in Crestron Toolbox and related hardware support (including but not limited to DM, NVX, Touch Panels, TX/RX pairs, HDMD, HDBT etc.)
• Track all requests and issues through Zendesk ticketing and communicate with the team through Slack
• Ensure that the correct information is being logged in all tickets
• Provide data to aid FTE in delivering specific reporting metrics
• Monitor AV ticketing queue and resolve tickets in a timely manner
• Monitor Slack channels and communicate needs and updates to the team
• Google Meet Admin support
• Assist with commissioning and turnover of new conference rooms and specialty spaces
• Troubleshoot and repair LED wall equipment (Sedna, Samsung, Planar)
• Utilize client provided tools and systems to successfully complete team tasks
• Follow all client required policies, standards, or safety guidelines
• Documentation of processes created by the vendor. Ongoing maintenance and updates to the team site runbook
• 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
• Communicate effectively with clients to identify needs and evaluate solutions
• Utilize remote access Mac, Linux, and Windows systems to control internal systems (via SSH, VNC; be able to navigate file systems on remote machines)

• Bachelor's degree from an accredited institution OR HS diploma/GED with 5+ years of relevant work experience in AV operations
• Subject matter expertise in AV deployments and operations support in a corporate environment and an understanding of audio/video signal flow
• CTS certification…