The A/V Support Engineer is responsible for communication/coordination with customers and other departments for troubleshooting/service/repairs of hardware, communication/coordination with customers and other departments, and equipment maintenance and support upgrades. The candidate must have a strong desire to leverage their technical, critical thinking, administrative and communication skills to maintain the highest EMS product and service quality and to support other departments to ensure EMS success.
Essential Functions
Process and resolve Zendesk tickets in the Production queue according to the EMS SLA
Work with clients to gather all the pertinent information to assess the situation
Schedule service calls for troubleshooting/service/repair of hardware
Create service documentation and provide to the scheduled technician and the client
Confirm with the technician and the client the day prior to the scheduled service
Support the on-site technician
Complete and upload the service documentation
Follow through with the client
Maintain the Production queue to ensure the client is being kept up to date; tickets updated daily
Request necessary hardware for repair from Procurement
Assist with Service Calls on an as needed basis
Process RMA on site when possible, or once defective
Secondary Functions
Support the Project Operations Manager and VP of Finance on process improvement efforts within Service Call and Zendesk process for hardware
Assist with Service Calls on an as needed basis
SKILLS AND ABILITIES:
Knowledge of computer applications such as Windows Operating Systems, Windows Server, enterprise web and client applications and Microsoft Office Suite, A/V and IT systems integration, networking, Microsoft servers, IT infrastructures
Ability to read and interpret wiring diagrams, system design drawings and architectural drawings
Strong verbal and written communication skills
Client-friendly attitude, strong customer service skills
Skilled at managing relationships with customers in high stress situations
Must be able to multi-task and prioritize calmly and rationally
Ability to provide excellent support through all phases of the service cycle, i.e. documenting, monitoring and tracking issues to ensure timely resolution
Ability to communicate and work together with other departments to solve problems
Basic knowledge of audio and video
EDUCATION AND EXPERIENCE:
AVIXA CTS certification preferred or required within six months of employment.
IT and networking technology background required, Cisco switches preferred.
1-3 years related experience in Audio-Visual systems installation in commercial and/or CCTV.
Crestron control systems experience preferred.
BIAMP programming experience preferred.
Must have a valid driver's license
Experience with installations and project management
