AV Service and Support Specialist

Pixel Technologies; Kentucky; On-site; USD 55,000 - 85,000; Full time

Job summary

Pixel Technologies is seeking a Service & Support Specialist to repair, operate, maintain, and troubleshoot AV systems across diverse environments, including government facilities, event venues, offices, schools, and healthcare settings.

The role demands strong communication with customers, hands-on AV hardware and software expertise (Crestron, Extron, Biamp, QSC), and the ability to diagnose issues quickly onsite or remotely while coordinating with a remote programmer.

Qualifications

• 5+ years in collaboration or Audio-Visual Integration.
• High School Diploma or equivalent.
• Crestron Level II certification.
• Extron Certified AV Associate.
• Must have a valid driver’s license.
• Advanced Networking certification within six months.

Responsibilities

• Lead service calls, health checks, and preventive maintenance on AV systems.
• Set up and operate AV equipment for boardrooms and events.
• Diagnose and resolve issues onsite and remotely.
• Provide technical assistance to clients and report clearly in ticketing systems.
• Analyze system drawings and perform hardware upgrades.
• Coordinate with a remote programmer to test interfaces.

Skills

Customer-focused

Communication skills

Critical thinking

Time management

Detail oriented

Education

High School Diploma or equivalent

Tools

Crestron Toolbox

Biamp Tesira

Q-SYS

Shure software

Crestron/QSC/Extron programming

TCP/IP networking

Job description

The primary role of the Service & Support Specialist includes the repair, operation, maintenance, and troubleshooting of audio/visual equipment. This position requires working in a variety of environments, including government facilities, event venues, corporate offices, educational institutions, and healthcare facilities. The primary goal is to ensure an ongoing functioning AV system while providing clear and effective communication with customers through various ticketing systems.

ROLES AND RESPONSIBILITIES:

• Ability to lead and communicate with internal employees and external customers independently on service calls, health checks, and preventative maintenance visits
• Ability to set up and operate A/V equipment for boardroom meetings, town halls, etc.
• Ability to perform routine maintenance of AV equipment
• Ability to quickly diagnose and resolve technical issues onsite and remotely.
• Ability to think critically and creatively to find solutions.
• Provide technical assistance to clients and event organizers
• Provide accurate and detailed reports in various ticketing systems and forms
• Analyze and interpret system drawings
• Perform hardware upgrades to all AV components
• Registration and setting changes of VTC codec endpoints (Cisco, Poly, Logitech, etc.)
• Proficient with Crestron, AMX, Extron, Shure, Biamp, and QSC hardware components
• Proficient with Crestron Toolbox, Biamp Tesira, Q-SYS, and Shure software
• Knowledge of networking fundamentals such as: TCP/IP, addressing, firewalls, routers, VLANs, and VPN.
• Configure and adjust digital signal processors (DSP) including Biamp and QSC
• Fine tune audio-video systems to ensure optimal performance
• Ability to work with a remote system programmer to load and diagnose interfaces
• Extensive background in troubleshooting complex audio, video, and network related issues
• Knowledge of Advanced signal flow for audio, video, and control
• Minor programming capabilities (Crestron/QSC/Extron) - changes and troubleshooting
• Comfortable and able to communicate with C-Level executives
• Ability to educate customers on installed equipment
• Provide any required deliverables at the end of a service call, health check, or preventative maintenance visit

SUCCESS FACTORS:

• Ability to Travel Nationwide
• A high level of customer centricity
• Strong team player with the ability to adapt to diverse team members
• Ability to perform in a fast paced/high volume environment
• Excellent verbal and written communication skills
• Exceptional Critical Thinking skills
• Detail Oriented- a high level of attention to detail is required
• A high level of time management, accountability, and prioritization skills
• Self-motivated, goal-oriented, and driven to accomplish department goals
• Ability to be organized, problem solve complex system problems, and be solution oriented
• Proficient in Microsoft Office (Word, Excel, Outlook) and ticketing systems
• Ability to balance multiple tasks with changing priorities
• Ability to work and think independently and ensuring to meet deadlines
• Understanding of network infrastructure and A/V system design
• Familiar with current version of BICSI and AVIXA best practices

WORK ENVIRONMENT:

• Must be able to work in a variety of physical positions, including climbing, sitting, standing, walking, and driving
• When working on site, could be required to wear common protective of safety equipment, such as safety glasses, gloves, hearing protection and hard hats

EXPERIENCE AND EDUCATION:

• 5+ years’ experience in collaboration or Audio-Visual Integration
• High School Diploma or equivalent experience required

REQUIRED TRAINING AND CERTIFICATIONS:

• Crestron Level II
• Extron Certified AV Associate
• Must have valid driver’s license

POSSESS OR COMPLETE THE FOLLOWING CERTIFICATIONS OR TRAINING WITHIN SIX MONTHS OF EMPLOYMENT:

• Advanced Networking

Pixel Technologies is an equal opportunity employer. All candidates agree to complete a selection assessment and pre-employment drug screen.