Technician Onsite Support

AVI-SPL Canada; Burnaby; On-site; CAD 40,000 - 60,000; Full time

Benefits offered by this job

Dynamic company culture

Training and professional development opportunities

Paid holidays and flex days

Competitive wages

Medical benefits including vision and dental

Job summary

A leading technology service provider in Metro Vancouver is seeking a Technician Onsite Support for full-time employment. This entry-level position involves providing expert onsite support for audio-visual systems and ensuring a world-class customer service experience. Key duties include user training, incident management, equipment maintenance, and collaboration with various teams to deliver solutions. The ideal candidate will have familiarity with collaboration tools and a proactive attitude. Enjoy a dynamic company culture with opportunities for professional growth.

Qualifications

• Familiarity with Microsoft Teams, Zoom, or Cisco Webex.
• Understanding network infrastructure technologies.
• Operational knowledge of audio, video, control technologies.

Responsibilities

• Provide scheduled in-room meeting support for clients.
• Manage user-reported incidents and escalation processes.
• Educate end users on system operations.
• Conduct room system functionality checks.
• Perform preventive maintenance on systems.

Skills

Hands on familiarity with collaboration technologies

Understanding of fundamental network infrastructure technologies

Functional experience with Microsoft Office 365

Understanding of signal flow for audio, video, and control technologies

Ability to work independently and meet deadlines

Effective communication skills

1-3 years of high touch end user support

Education

Formal education in electronics or related field (preferred)

Job description

Overview

Join to apply for the Technician Onsite Support role at AVI‑SPL Canada.

WHAT YOU’LL DO

The Onsite Support Technician will work in partnership with the Customer, management team, Global Helpdesk, and SIG teams to provide on premise support for AVI‑SPL customers at customer site(s) with the end goals of delivering a world‑class Customer Service experience.

Day‑To‑Day Responsibilities

• End User/White Glove Support: Scheduled in‑room meeting support for special events or end users requiring audio‑visual operator support prior to and during the meetings. Assist the client with Concierge services (Large scale user training, Livestream Events, Encore, etc.)
• End User Support/Incident Management: Direct in‑room support in response to user reported incidents, as well as escalation management to the client, or AVI‑SPL’s Subject Matter Experts. Manage incidents using the client case ticketing system and, when applicable, the AVI SPL system.
• End User Support/Training: Education of end users in the operation of systems to promote a self‑service environment. Promote adoption of the client’s meeting room services to the end user community.
• Room Sweeps: Operational checks of room system functionality and preparedness.
• Preventive Maintenance: Scheduled full system checks and hardware service with the support of AVI SPL technical resources.
• System Maintenance/Problem Management: Repair and restoration of audio‑visual systems following a failure with the support of AVI SPL technical resources.
• Equipment Repair: Coordination of repairs to system components.
• Reporting: Development of management systems which will record the metrics and report KPIs relevant to the services delivered.
• Inventory Management: Management of the spare equipment and consumables inventory, and other assets directly related to the delivery of these services.
• Meeting Room Assessments (MRA): Working with the AVI SPL commissioning specialist and other technical resources, test meeting room functionality and identify any shortcomings to the design standard. Document any issues uncovered during the MRA and work with the relevant AVI SPL resources to bring the rooms up to design standard and certify as complete.

Items To Consider

• This role is located in Toronto, Ontario.
• AVI‑SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.
• This position will work on customer sites and may deal with a construction site type of work environment.

Must‑Haves

• Hands on familiarity with collaboration technologies, i.e. Microsoft Teams, Zoom or Cisco Webex, etc.
• Understanding of fundamental network infrastructure technologies.
• Functional experience and understanding of Microsoft Office 365.
• Understanding and familiarity of basic signal flow for audio, video and control technologies.
• Ability to work and think independently and meet critical deadlines in a high paced environment.
• Ability to effectively communicate with employees, customers and colleagues.
• Minimum of 1 – 3 years of high touch end user support, rental/staging experience or audiovisual integration experience.

Nice‑To‑Haves

• Hands on experience with MS Teams Admin Portal or Zoom Management Portal, etc.
• Formal education in electronics or related field preferred.
• Preferred external trainings:
• Collaboration and networking certifications:
• Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate.
• Microsoft 365 Certified: Teams Administrator Associate.
• Microsoft Azure or Office 365.
• CompTIA, CCNA or equivalent.
• Audio Visual certifications:
• Crestron Professional Installation.
• Extron AV Associate Certification.
• AVIXA Quick Start to the Audio‑Visual Industry.
• AVIXA CTS General Certification.

WHY YOU’LL LIKE WORKING HERE

• Enjoyable and dynamic company culture.
• World class tools to help you succeed in your career with AVI SPL.
• Robust onboarding plan including job shadowing.
• Training and professional development opportunities.
• On‑site training and other learning opportunities.
• Paid holidays, stat days and flex days.
• Competitive wages.
• Medical benefits, including vision, health, dental and RRSP matching.

More About Us

At AVI‑SPL Canada Ltd., we proudly boast our core values - build connections, be trailblazers, own it, do the right thing, thrive together. We rely on each other to deliver the best solution for our customers. We love what we do, and every member of our team is essential to our success.

We strive to create a work environment in which all individuals are treated fairly and with respect and have equal access to opportunities and resources.

In our commitment to building happier, more engaged, and productive workplaces, we will ensure that diversity, equality, and inclusion is at the heart of what we do.

Seniority level

Entry level

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting