AV Support Technician (Onsite - Backend Support) - Level 1

AVI-SPL, Inc.; Indianapolis (IN); Remote; USD 55,000 - 75,000; Full time

Job summary

AVI-SPL, Inc. is seeking a remote AV support specialist to deliver post-installation and operational assistance for conference room and collaboration technologies.

You will work with client stakeholders and on-site teams to resolve incidents, fulfill service requests, and ensure a high-quality user experience. Responsibilities include remote troubleshooting, monitoring, and delivering service with emphasis on Crestron, AMX, and Teams/WebEx conferencing tools, while aligning with western U.S.

Qualifications

• Minimum high school diploma or equivalent.
• Working knowledge of AV practices and procedures.
• Videoconferencing experience including operation call set-up and equipment.
• AV Control experience including Crestron Extron and/or AMX.
• Experience with web conferencing tools such as WebEx and Cisco Meeting Place is a plus.

Responsibilities

• Provide remote assistance and training to end users in the operation of AV system controls.
• Perform routine remote maintenance checks on AV systems.
• Perform remote basic troubleshooting on AV systems for break-fix resolutions.
• Operate and test daily functionality of all AV and integrated conference rooms.
• Interact with client Help Desk to respond to end user requests.
• Coordinate with client staff to determine AV infrastructure requirements for new rooms.
• Escalate next-level break-fix issues to management for resolution.

Skills

Effective communication

Troubleshooting

Independent work

Basic computer knowledge

Signal flow knowledge

Multitasking

Organizational skills

Verbal and written communication

Customer service focus

Education

High school diploma

AV practices knowledge

Videoconferencing experience

AV control (Crestron/Extron/AMX)

WebEx/Cisco knowledge

Tools

Crestron Toolbox

Crestron Remote

Windows 10 RDP

MS Intune

MS Teams Admin Center

Biamp Tesira SW

MS MTR Flex

WebEx

Cisco Meeting Place

Job description

This remote position provides post-installation and operational support for conference room and collaboration technologies. The role works closely with client stakeholders, onsite support teams, and AVI-SPL resources to resolve incidents, fulfill service requests, and maintain a high-quality user experience. To support our coverage model, we are specifically seeking a candidate who can work Pacific Time Zone hours and provide assistance during western U.S. business hours. The position is focused on remote support, monitoring, troubleshooting, and service delivery activities.

Essential Duties and Responsibilities:

• Knowledge of Logitech, Microsoft Teams Rooms, Rally Cameras, Intel Unite, and other videoconference applications
• Knowledge of Crestron Toolbox and Crestron Remote, Windows 10 RDP preferred
• Basic knowledge of MS Intune and MS Teams Admin Center and Biamp Tesira SW preferred
• Familiar with MS MTR Flex and TAP systems is a plus Exceptional knowledge and experience with MS Teams and MS Teams Live Direct end user support on the operation and use of collaboration tools
• Provide remote assistance and training to end users in the operation of AV systems user controls
• Perform routine remote maintenance checks & services on AV systems
• Perform remote basic troubleshooting on AV systems for break fix resolutions
• Operate and test daily functionality of all AV and integrated conference rooms
• Perform routine remote testing and problem diagnosis for projectors microphones speakers amplifiers & LCD/Plasma Displays
• Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer
• Troubleshoot AV/V problems last minute as required as well as non‑critical situations
• Assist with company meetings/functions that require use of AV infrastructure (audio video conferencing webcasting visual display or projection and control system (AMX Crestron) operations
• Interact with client Customer Help Desk ticketing system to respond to end user requests
• Coordinates with client staff to determine AV basic infrastructure requirements for any new conference room or media design
• Responsible for escalating all "next level" break fix issues to their manager for resolution
• Perform remote testing for local and regional offices
• Other duties assigned as needed

Skills and Abilities:

• Effective communication and interaction with employees, clients and colleagues and the ability to work effectively with all levels of the organization
• Ability to test equipment and perform basic troubleshooting
• Ability to work and think independently and ensuring to meet deadlines
• Basic computer knowledge
• Knowledge of basic signal flow for audio video and control
• Ability to balance multiple tasks with changing priorities
• Strong organizational skills and excellent attention to detail
• Excellent communication and interpersonal skills both verbal and written
• Demonstrated customer service focus and client communication skills

Education and/or Experience:

• Minimum high school diploma or equivalent
• Demonstrated working knowledge of AV practices and procedures
• Videoconferencing experience including operation call set-up and equipment
• Demonstrated AV Control experience including Crestron Extron and/or AMX
• Experience and knowledge of web conferencing tools such as WebEx and Cisco meeting place a plus