Technician Onsite Support

AVI-SPL, Inc.; Markham; On-site; CAD 44,000 - 68,000; Full time

Benefits offered by this job

Medical benefits

RRSP matching

Paid holidays

Job summary

AVI-SPL Canada Ltd. is seeking an Onsite Support Technician to partner with customers and AVI-SPL teams to deliver world-class on-site AV support at customer sites, primarily in Toronto, Ontario.

The role emphasizes hands-on AV/IT collaboration, quick issue resolution, and proactive system checks. The position focuses on end-user support, event setup, room testing, and preventive maintenance, with opportunities to contribute to reporting and inventory management.

Qualifications

• Hands-on familiarity with collaboration technologies (Teams/Zoom/Webex).
• Understanding of basic network infrastructure concepts.
• Experience providing high-touch end-user support 1–3 years.

Responsibilities

• Operate and test daily functionality of AV and conference rooms.
• Respond to end-user requests via client help desk system.
• Set up and break down onsite meetings and events.
• Perform daily system tests to ensure room functionality.
• Provide in-room support and escalate issues as needed.
• Educate end users on system operation to promote self-service.

Skills

Collaboration tech

Networking basics

Microsoft Office 365

End user support

Communication skills

Education

Electronics or related field

Tools

MS Teams Admin Portal

Zoom Management Portal

Cisco Webex

Job description

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.

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:

• Operate and test daily functionality of all AV and integrated conference rooms.
• Interact with client Customer Help Desk ticketing system to respond to end user requests.
• Setup and breakdown of all onsite meetings.
• Daily system testing to ensure equipment and room functionality.
• 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.
• Other duties assigned as needed

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.

WHAT WE’R LOOKING FOR

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

COMPENSATION

• Pay Type: Hourly
• Min Base: CAD $31.86
• Max Base: CAD $49.39

Actual compensation will be determined based on factors including skills, experience, qualifications, and location.

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.