Onsite Support Technician

AVI-SPL, Inc.; Hong Kong; On-site; HKD 167,000 - 290,000; Full time

Benefits offered by this job

Medical benefits

Paid holidays

Vision and dental

Training and development opportunities

Job summary

AVI-SPL is seeking an AV Technician based at client sites in Hong Kong to support on-site and remote event services. You will work with APAC teams to maintain integrated conference rooms and large spaces, perform testing of AV components, and provide quick troubleshooting with updates to Service Now.

Key duties include delivering remote technical support for video conferences, coordinating event technology requests, and acting as the first point of contact for customers and internal teams.

Qualifications

• Associate Degree or equivalent experience is required.
• Minimum 1-2 years AV/Videoconferencing/Webcasting experience.
• Valid Driver's License and a Motor Vehicle Record that meets AVI-SPL driving standard
• Must be flexible to work after hours and weekends when required
• Ability to regularly climb and work from ladders, lifting equipment, tools and materials

Responsibilities

• Perform as part of the Global Conference Services team delivering remote technical audio/video support for video conference systems and webcasting platforms.
• Oversee administrative actions related to planning and processing technology requests for onsite/virtual/hybrid meetings and events.
• Be the initial contact for internal teams and external customers, respond to inbound interactions, and troubleshoot meetings or webcast events.
• Monitor customer environment and devices using company and customer tools to support managed services; triage and escalate tickets as needed.
• Provide Tier 1 support and escalation for incidents related to video conferencing, AV devices, UCC apps, and infrastructure.
• Coordinate scheduling for Webcasting platforms and assist with self-service scheduling or host bookings.

Skills

AV/Videoconferencing

Webcasting

Education

Associate Degree or equivalent experience

Tools

Zoom

MS Teams

Job description

The AV Technician is required to be based at one of our client sites in Hong Kong. The technician will work closely with the APAC teams to deliver event supports onsite and remotely. This individual will need to provide the support of fully integrated conference rooms, boardrooms, and a large multi-divisible space. The technician interfaces daily with the customer and acts as an extension of their team at AVI-SPL. His/her responsibilities generally include the operation and functional testing of all AV and integrated conference room components/equipment. As well as doing simple troubleshooting and updating status in Service Now. The technician works in cooperation with the customer's APAC team in maintain their equipment and the user community to a high-quality standard.

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevateexperiences,create new value, and enableorganizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU'LL DO

The AV Technician is required to be based at one of our client sites in Hong Kong. The technician will work closely with the APAC teams to deliver event supports onsite and remotely. This individual will need to provide the support of fully integrated conference rooms, boardrooms, and a large multi-divisible space. The technician interfaces daily with the customer and acts as an extension of their team at AVI-SPL. His/her responsibilities generally include the operation and functional testing of all AV and integrated conference room components/equipment. As well as doing simple troubleshooting and updating status in Service Now. The technician works in cooperation with the customer's APAC team in maintain their equipment and the user community to a high-quality standard.

Day-To-Day Responsibilities:

• Perform as part of the overall Global Conference Services team by delivering remote technical audio / video support for our customers' video conference systems and webcasting platforms.
• The role oversees administrative actions related to planning and processing of technology requests for onsite/virtual/hybrid corporate business and client meetings, technical support during the event, and wrap up processes post event conclusion.
• You will be the initial point of contact for both internal teams and external customers and responsibilities include responding to inbound customer interactions, launching and troubleshooting multiple video meetings or webcast events, opening and escalating tickets for customer issues.
• You will also be responsible for monitoring the customer environment and/or devices via Company and customer tools as implemented to support the managed services provided by the Company. This role will include triage of inbound tickets, troubleshooting, and escalation as needed. In addition, the Conference Producer will provide Tier 1 support and escalation for incidents or requests related to customer video conferencing, audio/visual devices, UCC applications, and infrastructure.
• Provide scheduling services for Webcasting platforms, including assistance with self-service scheduling as well as booking on behalf of the requester/hosts.
• Launch, test, monitor, and actively produce webcast events and meetings.

Items to Consider:

• 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 generally work on customer sites and may deal with a construction site type of work environment.

WHAT WE'RE LOOKING FOR

Must-Haves:

• Associate Degree or equivalent experience is required.
• Minimum 1-2 years AV/Videoconferencing/Webcasting experience.
• Valid Driver's License and a Motor Vehicle Record that meets AVI-SPL driving standard
• Must be flexible to work after hours and weekends when required
• Ability to regularly climb and work from ladders, lifting equipment, tools and materials

Nice-To-Haves:

• Prior experience with meeting technologies such as Zoom, MS Teams, etc.
• Demonstrated knowledge of Video Conferencing endpoints and infrastructure, desired but not required.
• Demonstrated knowledge of AV Control systems and integrated room peripherals is desired.
• Knowledge of ProAV solutions from AMX, Crestron, Extron, Biamp, ClearOne, and others.
• Minimum of 1-2 years of audiovisual integration experience
• Formal education in Electronics or related field
• Intermediate PC troubleshooting knowledge

WHY YOU'LL LIKE WORKING HERE

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

MORE ABOUT US

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.