AV Support Technician - Tier 2

Kids for the Future; Tampa (FL); On-site; USD 68,770,000 - 80,231,000; Full time

Job summary

Kids for the Future in Tampa, FL seeks a Tier 2 Support Technician to provide professional assistance to end-users and Tier 1 teams. You will set up, operate, maintain, and troubleshoot a wide range of A/V systems to enable high-quality presentations, events, and daily operations.

The role requires strong leadership, excellent communication, and experience with ConnectWise Manage; familiarity with Crestron, Extron, Cisco, Shure, and QSC hardware; and the ability to train Tier 1 technicians while

Qualifications

• Knowledge of audio/video terminology and networks for remote access.
• Strong leadership and ability to teach others.
• Organizational, presentation, and customer service skills.
• Experience with ConnectWise Manage
• Call Center experience
• Familiarity with A/V manufacturers: Crestron, Extron, Cisco, Shure, QSC
• Understanding of how to write a technical scope of work
• Strong communication and interpersonal skills
• Basic electronics, IT, and A/V knowledge
• Typing skills for service detail entry

Responsibilities

• Serve as primary A/V support contact via multiple channels.
• Diagnose and resolve A/V system issues including audio, video, and control.
• Assist users with operating projectors, displays, microphones, and sound systems.
• Escalate complex issues beyond Tier 1.
• Communicate ticket progress with customers.
• Follow management/process procedures.
• Train Tier 1 technicians to grow the team.
• Coordinate between onsite technicians, customers, and AV Team lead.
• Explain scope of work to onsite customers and assist in hardware placement.
• Vet subcontractors prior to dispatch.
• Document changes to schematics and wiring.
• Respond to system down alerts promptly.

Skills

A/V terminology

Leadership

Customer service

Technical troubleshooting

Networking basics

ConnectWise Manage

Communication skills

Projector/Display hardware

Team training

On-site/remote support

Tools

Crestron

Extron

Cisco

Shure

QSC

Job description

• Location 8403 Sunstate Street,Tampa, FL, 33634,United States
• Base Pay $24.00 - $28.00 / Hour
• Job Category Employee
• Relocation Expense Covered No
• Employee Type FT Exempt

Description

Job Description:

Tier 2 Support Technician is a key member of the technical support team, providing professional and timely assistance to end-users as well as Tier 1, regarding A/V equipment and related technology. This position involves setting up, operating, maintaining, and troubleshooting a wide range of A/V systems to ensure seamless and high-quality presentations, events, and day-to-day operations.

Basic Functions:

• Serve as the primary point of contact for A/V support requests via various channels (in-person, phone, email, ticket system).
• Diagnose and resolve technical issues with A/V systems, including audio, video, and control components.
• Assist users with operating A/V equipment, including projectors, displays, microphones, and sound systems.
• Act as an escalation point for complex issues that cannot be resolved by Tier 1 support.
• Communicate effectively with internal and external customers through the ticketing system on all steps being taken to resolve their issue.
• Follow processes and procedures provided by Management or Team lead.
• Guide and assist in training tier 1 technicians to grow the team skillset.
• Manage communication between onsite technicians, customer and AV Team lead.
• Communication with onsite customers to explain the scope of work and aid in decisions on hardware placement
• Write and approve scopes of work for onsite dispatches for your own as well as assigned Tier 1 tickets.
• Vet subcontractors prior to their dispatch to site to ensure they are prepared for the job.
• Notate changes in configurations, equipment or wiring to the engineering team to update schematics and documentation.
• High Level understanding of Networking, computer systems, VLANs, IP Schemes
• Respond to all systems down alerts immediately to ensure customer satisfaction

Requirements

• Knowledge and experience audio Video terminology, ability to access networks through remote methods and techniques.
• Strong leadership qualities and experience teaching others.
• Organizational, presentation, and customer service skills.
• Experience with Connectwise Manage
• Call Center Experience
• Familiarity with A/V systems and hardware from manufacturers like Crestron, Extron, Cisco, Shure, and QSC
• Understanding of how to write a technical scope of work
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Service awareness of all organization’s key services for which support is being provided.
• A developed understanding of electronics, IT, and AV equipment, and specifically an understanding of 70v speakers
• Typing skills to ensure quick and accurate entry of service details.
• Self-motivated with the ability to work in a fast moving environment.
• Train end-users on the proper use of A/V equipment and systems.
• Keep up-to-date with new A/V technologies and industry trends
• Strong knowledge of A/V signal flow and troubleshooting methodologies
• Understanding of OHMs law

Summary

Tier 2 Support Technician is a key member of the technical support team, providing professional and timely assistance to end-users as well as Tier 1, regarding A/V equipment and related technology. This position involves setting up, operating, maintaining, and troubleshooting a wide range of A/V systems to ensure seamless and high-quality presentations, events, and day-to-day operations