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Audio-Visual Support Specialist

2 months ago

Cincinnati, Ohio, United States Pixel Technologies Full time

Position Overview:

The Audio-Visual Support Specialist plays a crucial role in diagnosing and rectifying a variety of audio-visual and IT-related systems. This position entails effective communication and updates within the internal ticketing system while collaborating with clients to address reported issues. The role requires a combination of remote and onsite assistance, system evaluations, preventative maintenance, detailed troubleshooting, and knowledge sharing across various AV systems. Candidates must possess advanced skills and the ability to work independently while adhering to established guidelines with minimal oversight.

  • This is a hybrid role.
  • Travel within the designated area is necessary.
  • Candidates should be capable of renting a vehicle.

Key Responsibilities:

  • Understanding of Service Level Agreements and ticketing system operations.
  • Diagnosing and resolving hardware-related issues, including connector terminations.
  • Conducting onsite system evaluations and preventative maintenance.
  • Utilizing existing documentation to troubleshoot and resolve issues remotely.
  • Expertise in troubleshooting programming-level systems such as AMX, Biamp Tesira, Cisco, Crestron, Extron, and Q-SYS.
  • Editing and uploading code to AV control systems from AMX, Crestron, Extron, and Q-SYS.
  • Familiarity with current hardware components from QSC, Crestron, Extron, Biamp, Shure, Cisco, and Poly.
  • Knowledge of Microsoft Teams Rooms and Zoom is essential.
  • Determining when to dispatch field engineers based on remote support findings.
  • Formulating corrective action plans for systems with recurring issues.
  • Conducting root cause analyses to prevent repeat incidents.
  • Interpreting and analyzing system diagrams.
  • Managing registration and configuration changes for VTC codec endpoints (Cisco, Poly).
  • Understanding networking fundamentals including TCP/IP, addressing, firewalls, routers, VLANs, and VPN.
  • Performing firmware and software updates on AV system components as needed during troubleshooting.
  • Tuning digital signal processors (DSP) such as QSC and Biamp.
  • Verifying installation accuracy and recommending corrective measures if required.
  • Willingness to travel on short notice for emergency situations.
  • Ability to thrive in a fast-paced environment.
  • Excellent communication skills, particularly with executive-level clients.
  • Providing knowledge transfer and training to clients.

Success Factors:

  • Willingness to travel 50%-60% nationwide.
  • Strong customer focus.
  • Team-oriented with adaptability to diverse team dynamics.
  • Ability to perform in a high-volume, fast-paced setting.
  • Exceptional verbal and written communication skills.
  • Strong critical thinking abilities.
  • Detail-oriented with a high level of accuracy.
  • Effective time management and prioritization skills.
  • Self-motivated and goal-driven.
  • Organized with a solution-oriented mindset.
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
  • Preferred certifications include CTS-I, Crestron Flex, Crestron Certified Programmer, Extron AVA, Q-SYS Level I & II, DMC-E-4K, DMC-D-4K, AMX-ACE, and Biamp TesiraFORTÉ.

Work Environment:

  • This is a hybrid position with flexibility for remote work.
  • Onsite visits will be required as necessary.

Experience and Education:

  • Minimum of 6 years of experience in audio-visual integration or collaboration.
  • High School Diploma or equivalent experience is preferred.

Pixel Technologies is an equal opportunity employer. All candidates will undergo a selection assessment and pre-employment drug screening.