AV/UC Field Support Technician

2 weeks ago

Santa Clara, California, United States Unisys Full time

Role Overview:

Position Summary:

The AV/UC Field Support Technician is primarily tasked with delivering Tier 2 assistance for desktop hardware and deskside challenges, along with providing deskside software support and resolving assigned Service Desk tickets to ensure client satisfaction. This role demands a self-driven, adaptable, and reliable team member capable of accommodating flexible working hours.

Key Responsibilities:

  • Implement and maintain communication solutions effectively.
  • Set up, configure, test, and troubleshoot equipment including microphones, speakers, video displays, projectors, and recording devices for various events.
  • Conduct onsite analysis and resolution of AV hardware issues for diverse end users, recommending and executing corrective measures.
  • Diagnose and rectify multimedia system complications.
  • Monitor audio feeds to guarantee quality standards.
  • Ensure proper installation of equipment as per designated layouts.
  • Test and resolve technical issues with equipment.
  • Deliver exceptional customer service and uphold high technical standards for various events while adhering to time and budget constraints.
  • Assist in formulating long-term strategies and capacity planning for future AV equipment and corporate technology requirements.
  • Collaborate with organizational policymakers to establish and enforce appropriate AV practices and procedures.
  • Possess general knowledge of desktop hardware and software, including proficiency in Microsoft applications.
  • Ability to address basic technical issues as needed.
  • Experience with Crestron and other conference room technologies such as Teams Room and Zoom Room setups.
  • Provide support for executive management.
  • Familiarity with Service Now ticketing processes.
  • Experience in a Windows environment, including SCCM image installation through Software Center.
  • Proficient in Microsoft Office suite.
  • Identify and research solutions for technical problems and support EUS application issues.
  • Assist with smartphone and iOS/iPad Outlook configurations.
  • Support AV, video recording, and video conferencing services.
  • Facilitate multicast webcasting/content streaming on internal and external networks.
  • Document and follow up on customer-related outages and incidents.
  • Provide advanced desktop support for AV and collaboration applications.
  • Maintain and track inventory of all AV and video service equipment.
  • Research and evaluate technological advancements based on customer needs, recommending upgrades to current audio-visual systems and support services.

Qualifications:

  • High School diploma with a minimum of 3-5 years of relevant experience for Level 2 Technicians.
  • Bachelor's degree is preferred.
  • Knowledge of Windows, MS Office, LAN, WAN, and basic networking protocols.
  • OEM certifications (Dell, Compaq, HP, etc.) and other relevant certifications or training, including completion of CIR5 Core Training.
  • Experience in desktop support within a municipal environment is advantageous.

Essential Knowledge:

Technologies: Crestron, Teams, & Zoom

Microsoft Tools: SCCM, Active Directory

Ability to support executive-level personnel and strong communication skills are required.

Compensation Range: $115,000 - $149,000

This position may require access to export-controlled commodities and technology, thus applicants should be eligible for any necessary authorizations from the U.S. Government.

Unisys is committed to being an equal opportunity employer, considering all qualified applicants without regard to various protected categories.

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