AV/VC Technician L3

Milestone Technologies, Inc.; Ciudad de México; Hybrid; MXN 550,000 - 750,000; Full time

Job summary

Milestone Technologies, Inc. is seeking an experienced onsite AV/VC Operations Tier 3 Technician in Mexico City to provide advanced video conferencing support and escalation for Tier 1 and 2 issues.

You will oversee conference room setups, break-fix troubleshooting, and work closely with client SMEs to ensure systems are maintained and ready for daily operations. The ideal candidate has a track record with large-scale AV deployments in enterprise environments, strong knowledge of Crestron, QSC,

Qualifications

• Bachelor's degree with 5+ years in AV operations

Responsibilities

• Escalation contact for AV equipment issues that Tier 1/2 cannot resolve

Skills

AV operations

Troubleshooting

Video conferencing

Escalation management

Communication

Project management

Slack

Zendesk

Education

Bachelor's degree

Tools

Crestron

QSC

Shure

Logitech

LED walls

Job description

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 to ensure and oversees the systems are set up and maintained based on the client’s operating schedule and are always in working order.

The ideal candidate will have a track record of supporting large scale AV operations in a commercial enterprise environment, expertise in AV systems and having excellent interpersonal and written communication skills. This is a unique opportunity to play a highly visible role in an exciting, industry-leading technology business. This position is based in beautiful offices located in Mexico City

How You Will Make An Impact

• 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
• Manage and coordinate physical installation of AV equipment
• Execute ad hoc AV installation requests
• Decommission and transport AV equipment for room refreshes
• Troubleshoot and maintain integrated audio systems in conference rooms
• Qsys Designer adjustments and hardware configurations
• Shure wireless and ceiling microphone optimization
• 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 in a timely manner
• 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 successfully 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 internal ticketing system and ensure appropriate level of information is logged in all tickets. Also, monitor ticket queue and resolve tickets in a timely manner
• Communicate effectively with clients to identify needs and evaluate solutions

What You Will Need To Succeed

• Bachelor's degree from an accredited institution 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
• CTS 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 and/or Logitech.
• Experience working with QSC, and Shure audio systems including ability to load and configure DSP projects and troubleshoot configuration issues
• Experience working with LED walls including ability to troubleshoot hardware related 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
• Ability to multitask and prioritize departmental functions to meet deadlines
• Ability to remain calm in high pressure/stress situations
• Ability to communicate clearly and professionally
• Experience working in a fast-paced and highly cross-functional organization

Required AV/VC Skills

• Troubleshoot and support video conferencing room Hardware (Google Meet conference room hardware)
• Deployment and break fix 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 Logitech, QSC, Shure