AV Support Services Lead

About the role

This position operates as the Team Lead for the Support Services team at our client site. The role provides technical and operational support of audio-visual equipment and systems located within various environments.

Responsibilities

• Operate as the tech and client subject matter expert for the broader team.
• Help the Service Delivery Manager with hiring, onboarding, and new hire training.
• Be involved in client and associate escalations.
• Obtain and track metrics for all team and site locations.
• Exercising advanced technical skill level abilities to perform routine maintenance of advanced AV/technology related systems – including preventive maintenance, troubleshooting and break/fix repair of faulty systems and equipment.
• Oversight, management, and support of four (4) people on-site AV team provided by Diversified.
• Act as the liaison between the on-site team and Diversified Service management.
• Supervise and analyze the performance of the other team members. Provide manpower scheduling, expense approvals, and weekly time sheet approvals. Provide scheduling backfill for team members when they are absent.
• Oversight for planning and implementation of process improvement principles required to maintain AV technologies in critical areas such as Video NOC, training rooms, video walls, meeting rooms, conference rooms, and AV spaces.
• Support executive level meetings with tasks such as meeting start up, monitoring, and active troubleshooting.
• Oversee repair and service of all AV equipment while planning and implementing improvements in AV equipment.
• Act as the technical escalation point for all AV equipment and related issues.
• Work with the client team in the scheduling of meetings, and preparation of meeting room accommodation needs for trainers and end-users.
• Daily/weekly room sweep scheduling and execution, with reporting to the client to ensure equipment and customized space functionality is optimized and ready for use.
• Quarterly preventative maintenance of rooms at the designated client site.
• Identify defective or failed equipment and take ownership to resolution. Provide support for troubleshooting and maintenance of AV/multi-media systems.
• Provide problem identification, diagnosis and resolution of problems pertaining to medium to high complexity AV/multi-media systems.
• Interface with equipment manufacturers, developers, engineers, and project managers on the client’s behalf to provide resolutions for highly complex systems.
• Conduct safe and correct diagnosis of faults – including removal, repair, tests, implementation, and operation of all aspects of audio visual, video conference, display and presentation technologies.
• Manage the daily activities of configuration and operation of AV/multi-media systems.
• Participate in and drive continuous improvement activities across AV technologies and collaborate with client to improve/evolve technology solutions.
• Provide assist to users in accessing, using, and diagnosing AV/multi-media systems.
• Track, update, and report on AV ticket issues and support requests – showing progress as reported issues transfer from initial reporting date/time through final resolution date/time.
• Provide regular reporting of current and historical analytical data to meet measured client metrics.
• Communicate effectively with clients to ensure that all technical issues are resolved promptly and satisfactorily.
• Participate, as needed, in Client escalations/analysis requests.
• Follow all safety procedures and always adhere to the customer's security and confidentiality policies.
• Communicate effectively with the client and Diversified remote team to inform the ticket resolution progress.
• Maintain a valid driver’s license with clean driving record.
• If taking public transit, you will still be responsible for arriving at work at your designated start time. Ensure you have reliable backup transportation if necessary.
• Must pass a background screen and drug test.

Requirements

• 3+ years of experience in enterprise level AV support.
• Strong people and communication skills.
• Experience with Advanced AV Signal Flow Diagramming and Advanced Troubleshooting.
• Knowledge of signal flow for: audio, video, control systems, lighting, networking, access control, phone systems, and camera systems.
• General proficiency with computers and specialized software applications specific to the AV industry (i.e. Crestron; the use of programs such as MS Excel, Outlook, Project, Word).
• Ability to present well as client facing and working with high level executives within high pressure meeting situations.
• Ability to find creative in the moment solutions to break fix problems, so meetings can continue to operate while searching for a long-term solution.

Physical Requirements

• Must be able to stand, kneel and/or crouch for long periods of time.
• Must be able to work in high places, as well as small, cramped places.
• Must be able to work in hot humid places, as well as cold places.
• Must be able to properly use hand/power tools, ladders, and subsequent safety equipment.
• Must be able to lift/maneuver up to 75 pounds, use hand tools, ladder, and have the physical ability to frequently: bend, kneel, stand, and walk for extended periods of time.