AV Lead Technician

About the role

Overview: We are looking for an Audio Visual Lead Technician to join our team. This position is primarily responsible for providing support for the AV conference spaces and systems. The candidate will provide advanced technical and general support to ensure proper availability and functionality of the AV spaces and equipment as well as rapid-response troubleshooting expertise. Location: Cambridge, MA.

Responsibilities

• Provide white-glove technical support for internal, customer, and C-level executive meetings
• Proactively identify potential AV issues and provide solutions to clients’ concerns or needs
• Demonstrate a strong working knowledge of video conferencing services, for example, Microsoft Teams, Zoom or WebEx, etc.
• Advanced expertise and guidance for the deployment & operation of Crestron Flex, Logitech, and Polycom VTC codec
• Review standard setup specifications for meetings and conferences
• Contact clients to ensure proper set up of configurable rooms per specifications (also responsible for set up and breakdown of table/chair layouts, airwall opening, and closure, technology configuration including microphones & projection needed, etc.)
• Ensure cleanliness, temperature, and functionality of conference rooms
• Electronics troubleshooting skills – ability to determine and localize where the problem exists
• Maintain conference room standards for signage, equipment, and seating
• Respond to client requests promptly
• Ensure consumables are available for the client
• Advanced level of escalation support for the on-account AV team
• Lead industry team trainings
• Assist with leading AV projects
• Assist with on-boarding new team members
• Assist manager with KPI and reporting for any AV metrics
• Troubleshoot and maintain audio/video devices and associated wiring
• Responsible for putting in tickets with IT department responsible for audio visual technology
• Perform routine and proactive testing to ensure the functionality of equipment before use
• Alignment and calibration procedures for audio and video devices
• Responsible for communicating the need for maintenance or repair of audio-visual equipment
• Perform regular maintenance, software and firmware updates, preventive maintenance, and routine repairs to provide uninterrupted service of all conference room equipment
• Occasional commissioning or service programming/firmware updates
• Launch AV/VC calls for executive conferences before start times and ensures all conferencing locations are connected to the required standard
• Verify setups in accordance with specific requests
• Be on call to provide technical assistance and troubleshoot technology
• Test equipment before conferences to ensure the functionality
• Assist with integration and configuration of external devices (microphones, notebooks, remotes, etc.) as needed
• Coordinate with client IT department as needed
• Provide remote troubleshooting support for other locations, review service tickets, work with local staff or vendors to solve issues
• Any other duties and tasks assigned

Qualifications

• Bachelor's degree and 3+ years of related experience OR High School education with 4+ years of related experience
• 4 years experience in a client/customer service-oriented environment, preferably in a corporate conference center
• 4+ years of experience with Microsoft Office in an office environment
• Possession of excellent service orientation, responsiveness, and