Onsite Support Specialist Technology Billerica, MA

3 weeks ago

Billerica, United States DGI Communications Full time

Billerica, MA | Full Time **Onsite Support Specialist Technology**

**JOB SUMMARY**

The Onsite Support Specialist provides direct onsite assistance and technical support to our clients staff and employees, supplying a range of support focused tasks on the integrated Audio-visual systems and conferencing systems.

The successful person will be expected to have experience operating and high-level troubleshooting of complex audio-visual solutions with diverse products in a commercial business environment. They must have strong communication, professionalism, presentation, product demonstration, motivation, follow-up, documentation, organization, prioritization, customer service and multitasking skills. In addition, a can-do attitude, a strong work ethic and the ability to build relationships with team members and customers with varying personalities.

**Duties and Responsibilities:**

* Report each day to client site and check in with client support team on daily tasks.

* Interact with client Customer Help Desk ticketing system to respond to end user requests.

* Operate and test daily functionality of all AV and integrated conference rooms.

* Perform routine testing and problem diagnosis for all installed conference room systems and equipment. (projectors, microphones, speakers, amplifiers, cameras, and displays)

* Perform preventative maintenance to resolve problems or identify problems requiring escalation to appropriate manager, vendor, or manufacturer.

* troubleshoot AV/V problems on the fly as required, emergency as well as non-critical situations.

* Assist with company meetings/functions as required.

* Setup and breakdown of all onsite meetings

* Daily system testing to confirm equipment and room system is functional.

* Responsible for documenting, communicating, and escalating all break fix issues to their manager and DGI service team for resolution.

* Perform remote testing with DGI engineers as required.

* Act as a conduit for all communications between client team and DGI Service Team.

* Ensure all conferencing systems and spaces are presentable and ready for use.

**Requirements:**

* 1-3 years of experience in the AV Industry, IT industry, and/or Customer Service and Support.

* Excellent organizational, time management, and communication skills.

* High standard of personal integrity & professionalism.

* Basic understanding of Audio principles, audio conferencing, DSP hardware and software.

* Ability to read, interpret, and understand an AV signal flow/schematic.

* Demonstrated working knowledge of AV practices and procedures.

* Working knowledge of IP addressing and IP networking

* Fluent in using Remote & VPN software, Team Viewer, etc.

* Working knowledge with Crestron hardware, system design, software.

* Proficient with Mac and PC operating systems and platforms, as well as Microsoft office suite (Word, Excel).

* The ability to organize and manage workload in accordance with service schedule requirements.

* Ability to work and think independently and ensuring to meet deadlines.

* The ability to problem-solve and manage responsibilities with minimal supervision.

* The ability to conduct a business meeting, present to an audience and conduct solution training.

* Videoconferencing experience including operation, call set-up and related equipment.

* Experience and knowledge of web conferencing tools such as WebEx, Zoom, Cisco conferencing, etc.

* Minimum high school diploma or equivalent

* Certifications: CTS, Extron AV Associate, Cisco, Zoom, WebEx preferred

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