Onsite Maintenance Technician

About the role

The AV/IT Support Lead – Level 2 serves as the onsite operational and technical lead for AVI-SPL's Technology Support Services team. This individual coordinates daily activities of the onsite AV/IT Support team while providing advanced technical support across classroom technologies, conference room technologies, collaboration platforms, audiovisual systems, and endpoint technologies. The Lead is the primary technical escalation point for the onsite team and works closely with stakeholders to support consistent service delivery, technology readiness, and a positive user experience.

In addition to providing advanced technical support, the Lead coordinates service priorities, maintains operational documentation, supports technology initiatives, and identifies opportunities to improve service delivery and operational efficiency.

The Onsite Maintenance Engineer 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 site(s) with the goal of delivering a world-class customer service experience.

Responsibilities

• Coordinate daily onsite AV/IT Support activities and establish operational priorities.
• Serve as the primary technical escalation point for complex classroom, conference room, collaboration technology, audiovisual, and endpoint technology issues.
• Support Microsoft Teams Rooms, Zoom Rooms, Logitech collaboration technologies, Crestron room control technologies, and other approved audiovisual systems.
• Assist with maintaining operational readiness of classrooms, conference rooms, collaboration spaces, and related technologies.
• Provide advanced technical support for Windows, macOS, Microsoft 365, endpoint devices, peripherals, and approved mobile technologies.
• Coordinate white-glove support for executive meetings, presentations, and other scheduled events as requested.
• Develop, maintain, and improve operational documentation, standard operating procedures, and knowledge base articles.
• Mentor and provide technical guidance to AV/IT Support Technicians – Level 1 while promoting consistent service delivery and customer service best practices.
• Coordinate with technology teams and third-party vendors to facilitate issue resolution, technology deployments, and project activities.
• Support technology refresh initiatives, hardware deployments, functional testing, and User Acceptance Testing (UAT) efforts.
• Monitor recurring technical issues and recommend process improvements that enhance operational efficiency and the overall user experience.
• Perform other duties reasonably related to the successful delivery of Technology Support Services.

The responsibilities identified are representative of the role and may evolve to support changing operational requirements and technology initiatives.

Qualifications

Minimum Qualifications

• Bachelor's degree in Information Technology, Audiovisual Technology, Computer Science, or a related discipline, or an equivalent combination of education and experience.
• Four (4) or more years of experience supporting audiovisual systems, collaboration technologies, endpoint technologies, or customer-facing technical support services.
• Previous experience providing technical leadership or coordinating technical support activities.
• Experience supporting classroom, conference room, and collaboration technologies.
• Experience supporting Microsoft Teams Rooms, Zoom Rooms, or similar collaboration platforms.
• Experience supporting Windows and macOS operating systems.
• Experience supporting Microsoft 365 applications and services.
• Strong troubleshooting, analytical, organizational, and customer service skills.
• Excellent written and verbal communication skills.
• Ability to work onsite full-time and travel between designated campus locations as required.

Preferred Qualifications

• Experience supporting technology services within a Higher Education environment.
• Experience supporting Logitech collaboration technologies.
• Familiarity with Crestron room control technologies.
• Familiarity with audiovisual signal flow, displays, microphones, cameras, control systems, and room technology components.
• Experience with ServiceNow or similar IT Service Management platforms.
• ITIL Foundation certification or equivalent service management experience.

Benefits

• Medical benefits, including vision and dental
• Paid holidays, sick days, and personal days
• Enjoyable and dynamic company culture
• Training and professional development opportunities

Pay

Hourly rate: $34/hr – $39/hr