AV / VC Technician L3

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure, and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT.

About the role

We are looking for an experienced onsite AV/VC Operations Tier 3 Technician with excellent video conferencing and troubleshooting skills and happy to work in a versatile role. You will provide AV client support and will be the escalation point of contact for requests from Tier 1 and Tier 2 technicians and customers to assist in conference room setup and break-fix troubleshooting support. You will also work closely with the client SME to troubleshoot AV systems and other AV-related technologies. Tier 3 technicians will be responsible for ensuring and overseeing the systems are set up and maintained based on the client's operating schedule and are always in working order.

Responsibilities

• Escalation contact for any AV equipment issues that the Tier 1/2 AV technicians cannot resolve on their own
• Conduct maintenance and troubleshooting for AV systems
• Stay connected and well-communicated with the rest of the team as the AV Ops escalation SME
• Fill in for Tier 1/2 coverage when needed
• Manage and coordinate physical installation of AV equipment
• Execute ad hoc AV installation requests
• Troubleshoot and maintain integrated audio systems in conference rooms
• Designer adjustments and hardware configurations
• Troubleshoot and repair Crestron hardware and software (post-programming)
• Experienced in Crestron Toolbox and related hardware support (including but not limited to DM, NVX, Touch Panels, TX/RX pairs, HDMD, HDBT, etc.)
• Track all requests and issues through Zendesk ticketing and communicate with the team through Slack
• Ensure that the correct information is being logged in all tickets
• Provide data to aid FTE in delivering specific reporting metrics
• Monitor AV ticketing queue and resolve tickets promptly
• Monitor Slack channels and communicate needs and updates to the team
• Google Meet Admin support
• Assist with commissioning and turnover of new conference rooms and specialty spaces
• Troubleshoot and repair LED wall equipment (Sedna, Samsung, Planar)
• Utilize client-provided tools and systems to complete team tasks
• Follow all client-required policies, standards, or safety guidelines
• Documentation of processes created by the vendor
• Ongoing maintenance and updates to the team site runbook
• Work with the internal ticketing system and ensure an appropriate level of information is logged in all tickets
• Also, monitor ticket queue and resolve tickets promptly
• Communicate effectively with clients to identify needs and evaluate solutions
• Utilize remote access Mac, Linux, and Windows systems to control internal systems (via SSH, VNC; be able to navigate file systems on remote machines)

Requirements

• Bachelor's degree from an accredited institution OR HS diploma/GED with 5+ years of relevant work experience in AV operations
• Subject matter expertise in AV deployments and operations support in a corporate environment and an understanding of audio/video signal flow
• CCTS certification (preferred, but not required)
• Experienced with all aspects of AV installation including cable pulling, rack building, cable management, various types of terminations (RJ45, DB9), structural accommodations, modifications, device installation, etc.
• 2+ years' experience with Crestron
• Experience working with QSC, and Shure audio systems including the ability to load and configure DSP projects and troubleshoot configuration issues
• Understanding of networking technology, video transmission over network
• Project Management Skills with large projects, organizational skills, and an ability to maintain standards
• Proficiency with any helpdesk support ticket management software
• Experience working in a fast-paced and highly cross-functional organization
• Troubleshoot and support video conferencing room Hardware (Google Meets kits or Zoom conference room hardware)
• Deployment and breakfix support for LCDs, Projectors, Cameras, Amplifiers, Microphones, LED walls (Planar, Samsung, etc.)
• Digital Signage Support (Appspace, Crestron scheduling panels)
• Install Audio Systems (soundtrack, QSC, Dante, etc.)
• Experience with technologies from Crestron, QSC, Shure, etc.

Qualifications

• Excellent interpersonal and written communication skills
• Track record of supporting large-scale AV operations in a commercial enterprise environment
• Expertise in AV systems

Skills

• Bachelor's degree from an accredited institution OR HS diploma/GED with 5+ years of relevant work experience in AV operations
• Subject matter expertise in AV deployments and operations support in a corporate environment and an understanding of audio/video signal flow
• CCTS certification (preferred, but not required)
• Experienced with all aspects of AV installation including cable pulling, rack building, cable management, various types of terminations (RJ45, DB9), structural accommodations, modifications, device installation, etc.
• 2+ years' experience with Crestron
• Experience working with QSC, and Shure audio systems including the ability to load and configure DSP projects and troubleshoot configuration issues
• Understanding of networking technology, video transmission over network
• Project Management Skills with large projects, organizational skills, and an ability to maintain standards
• Proficiency with any helpdesk support ticket management software
• Experience working in a fast-paced and highly cross-functional organization
• Troubleshoot and support video conferencing room Hardware (Google Meets kits or Zoom conference room hardware)
• Deployment and breakfix support for LCDs, Projectors, Cameras, Amplifiers, Microphones, LED walls (Planar, Samsung, etc.)
• Digital Signage Support (Appspace, Crestron scheduling panels)
• Install Audio Systems (soundtrack, QSC, Dante, etc.)
• Experience with technologies from Crestron, QSC, Shure, etc.

Benefits

At Milestone, we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Pay

Estimated Pay Range: Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Schedule

Our commitment to diversity and inclusion is reflected in our hiring practices, and we strive to create a workplace that reflects the communities we serve and work with. We are committed to creating a workplace that champions equity and belonging for all employees.