Onsite AV Support Specialist

2 months ago

New York, New York, United States AVI-SPL Full time

About Us

AVI-SPL is a leading provider of digital enablement solutions, transforming how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow.

We are the largest provider of collaboration technology solutions, including our award-winning managed services. Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better.

Our Mission

We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward. We are committed to delivering a world-class customer service experience.

Job Summary

The Onsite Support Specialist will work in partnership with the customer, management team, global helpdesk, and SIG teams to provide on-premises support for AVI-SPL customers at customer sites. The successful candidate will be responsible for delivering a world-class customer service experience.

Key Responsibilities

  • Setup and breakdown of conference spaces to meet customer event needs
  • Perform preventative maintenance tasks to help maintain customer spaces
  • Perform support tasks in a timely and quality-conscious manner
  • Provide field service support of networked devices
  • Collaborate with internal and external teams in a professional manner that reflects the values of AVI-SPL
  • Understand and adhere to local safety standards for all site duties
  • Provide job site documentation and end-user training as needed
  • Setup and troubleshoot various audio/video/presentation systems
  • Travel to various job sites as required

Requirements

  • High energy and personable individual who excels at establishing relationships
  • Effective communicator (written and verbal) that can interact with employees, clients, and colleagues at all levels
  • Critical thinker who can break down complex problems
  • Creative problem-solver who is level-headed in times of crisis and chaos
  • Able to set priorities and manage time efficiently
  • Agile and independent approach to work with a can-do attitude
  • Has an interest in technology and is willing to learn

Preferred Qualifications

  • Zoom and Microsoft Teams Support experience
  • Adhere to client Service Level Agreement terms and conditions
  • Maintain a positive, empathetic, and professional attitude towards customers
  • Ensure that customers receive prompt and efficient technical support of ProAV and Video Conferencing solutions
  • Respond promptly to customer inquiries and document interactions
  • Maintain a case load while managing other common tasks, including but not limited to: Triage/root cause analysis, dispatching field technicians and ordering parts/issuing return merchandise authorization
  • Participate as needed in prescribed training curricula
  • Follow up on open issues with escalation groups to provide feedback to customer
  • Assist senior Technical Support Engineers with administrative tasks
  • Keep certifications updated (as applicable & with Management approval)
  • Other duties assigned as needed

Education and/or Experience

  • Minimum high school diploma or equivalent. College degree preferred
  • Exposure to various forms of web-based platforms (Zoom and Microsoft Teams preferred)
  • Service Now experience a plus

Basic Understanding of AV Equipment

What We're Looking For

We are seeking a highly motivated and experienced individual who can work independently and as part of a team to deliver a world-class customer service experience.

Must-Haves

  • Effectively communicate with employees, customers, and colleagues
  • Ability to use hand and power tools in a safe and efficient manner
  • Ability to work and think independently and ensuring to meet deadlines
  • Basic computer knowledge
  • Knowledge of basic signal flow for audio, video, and control
  • Valid Drivers License and a Motor Vehicle Record that meets AVI-SPL driving standard
  • Minimum of a High School Diploma or equivalent
  • Must be flexible to work after hours and weekends when required

Nice-To-Haves

  • Minimum of 1-2 years of audiovisual integration experience
  • Formal education in Electronics or related field
  • Intermediate PC troubleshooting knowledge

Why You'll Like Working Here

We offer a dynamic company culture, training and professional development opportunities, medical benefits, paid holidays, sick days, and personal days.

Equal Opportunity Employer

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law.

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