Audio/Video Support Specialist

7 days ago


Houston, Texas, United States UnifiedCommunications Full time
Job Title: Audio/Video Support Agent

We are seeking a highly skilled and customer-focused Audio/Video Support Agent to join our Unified Communications team. As a key member of our support team, you will be responsible for providing technical assistance and solutions to customers utilizing our AV and Unified Communications products.

Key Responsibilities:
  • Customer Support: Serve as the primary contact for customer technical issues via phone, email, and chat, providing prompt and professional responses to customer inquiries.
  • Technical Troubleshooting: Diagnose and troubleshoot issues related to AV systems, structured cabling, audio/video conferencing, digital signage, and wireless networks, escalating complex issues to higher-level support teams or OEMs as needed.
  • System Setup and Configuration: Assist clients in setting up and configuring AV systems, including cameras, microphones, displays, and control systems, ensuring that all client systems are properly configured and tested prior to live use.
  • Customer Training and Knowledge Sharing: Provide remote training to customers on AV system use and troubleshooting, develop and maintain knowledge base articles to assist customers with common technical issues, and share knowledge and updates on the latest technology trends and best practices with clients.
Requirements:
  • Experience in IT or AV technology support, with knowledge of video conferencing systems such as Microsoft Teams Rooms and Zoom Rooms.
  • Skilled in technical troubleshooting of audio/video conferencing systems, with experience in remotely configuring and maintaining AV equipment across various AV spaces, ensuring optimal performance and functionality.
  • Ability to convey technical information effectively to both technical and non-technical audiences.
  • A team player with strong organizational and multitasking abilities, strong time management, organizational, communication, and interpersonal skills.
  • A customer-focused mindset committed to delivering high-quality solutions and consistently exceeding customer expectations.
  • Excellent problem-solving skills with the ability to think creatively to resolve technical issues.
  • Technical certifications or training relevant to the role, including experience with Audio-Visual equipment and collaboration technology platforms like MS Teams and Zoom.
  • Extensive expertise in SBC, telephony setup, and configuration, with experience with supported technology brands, such as HP/Poly, Logitech, Yealink, Crestron, Lenovo, QSC, Biamp, and Shure.
  • Proficient in troubleshooting with expertise in log analysis, PowerShell.
  • Familiarity with ticketing and tracking systems.
Desired Experience:
  • Experience in AV integration on the integrator and/or corporate side, with an emphasis on physical installation.
  • Knowledge of control systems, audio solutions, digital signage, and system integration.
  • Certifications include Microsoft (MS-100/101 or 102, MS-700/720/740), Basic IP networking and security, with a strong understanding and troubleshooting ability for MS Teams or Zoom phone clients, MS Teams/Zoom Rooms, Teams/Zoom phones and related OEM technologies.
  • Experience in operating and supporting live events in corporate, hospitality, or major event venues.
  • Perform regular inspections and health checks in conference rooms to ensure the proper functionality and upkeep of AV and network equipment.
  • Certification - CTS, CTS-I or CTS-D equivalent.


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