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Audio Visual Support Technician II

2 months ago

Beaverton, Oregon, United States Biamp Systems Full time

Position Overview:

The Audio Visual Support Technician plays a crucial role in delivering technical assistance, guidance, and support to Biamp's clientele, which includes AV integrators, consultants, and system administrators. Daily responsibilities encompass troubleshooting both straightforward and intricate AV systems through direct communication with clients, examining programming files, replicating customer setups in a controlled environment, and evaluating audio-visual spaces remotely.

Key Responsibilities:

  • Deliver technical assistance to clients through various communication channels.
  • Manage the return and repair processes for Biamp products as required.
  • Diagnose and resolve hardware and software challenges related to network connectivity, VoIP, and audio/video quality.
  • Provide design recommendations for clients developing AV systems utilizing Biamp products.
  • Identify and escalate urgent issues to Applications Engineers and relevant teams when necessary.
  • Maintain accurate records of customer interactions using technical support case management software.
  • Enhance knowledge in audio and video technologies, alongside other essential skills within the professional AV sector.
  • Effectively organize and communicate ideas both verbally and in writing, tailored to the audience.
  • Conduct follow-ups and scheduled callbacks to clients as needed.
  • Propose alternative solutions aimed at retaining client relationships.
  • Facilitate customer training sessions, both in-person and virtually.
  • Collaborate with cross-functional teams to provide insights on new product development and industry advancements.

Additional Contributions:

  • Participate in industry trade shows and assist with client visits as required.
  • Support Applications Engineers in testing and refining Biamp products and processes.
  • Contribute to the creation, editing, and updating of technical documentation, online training modules, and knowledgebase articles.
  • Ensure the organization and functionality of the department's testing equipment.
  • Complete other tasks as assigned by management.

Qualifications:

  • Bachelor's degree or equivalent professional experience.
  • 2-4 years of relevant experience in the AV industry.
  • Proven ability to independently support a range of Biamp products and platforms.
  • Proficiency in Microsoft Office Suite (Outlook, Word, Excel, SharePoint).
  • Exceptional verbal and written communication skills in English.
  • Strong organizational and interpersonal skills, with the ability to engage effectively with diverse individuals and manage challenging situations appropriately.
  • Capacity to handle multiple tasks and adapt in a dynamic work environment while maintaining attention to detail.
  • Able to work both independently and collaboratively within a team.

Preferred Qualifications:

  • 1+ years of experience in customer-facing support or service roles.
  • Certification as a Technical Specialist (CTS) or equivalent AV industry certification.
  • Experience in designing and troubleshooting networks, configuring network switches, and other IT technologies.
  • Familiarity with computer networking fundamentals; networking certification and/or training is a plus.
  • A strong inclination towards independent learning and research.
  • Proficiency in Spanish, both written and spoken.

Work Environment:

This position requires the ability to stand or sit for extended periods and involves routine use of standard office equipment. Some travel may be necessary.

What We Offer:

  • Comprehensive medical, dental, and vision benefits.
  • Generous paid time off and holidays.
  • 401(k) plan with matching contributions.
  • Employer-sponsored life insurance and disability coverage.
  • Health savings and flexible spending accounts.
  • Tuition reimbursement programs.
  • Discretionary profit-sharing and referral bonuses.
  • Charitable donation matching initiatives.

About Biamp:

Biamp is dedicated to creating exceptional audio and video solutions. With over four decades of innovation, we provide professional audiovisual solutions that facilitate effective communication. Our mission is to connect individuals through remarkable audiovisual experiences.

At Biamp, we value a reciprocal employment relationship, striving for a workplace where individuals love their roles and contribute to our collective success. We foster a supportive environment that encourages continuous improvement and celebrates informed decision-making.

Biamp is an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace.