Field Service Technician

DGI Communications; North Billerica (MA); On-site; USD 34,000 - 55,000; Full time

Job summary

DGI Communications in Boston, MA is seeking a Field Service Technician to install, service, and support AV systems on-site for client locations. The role emphasizes restoring functionality and delivering excellent customer experiences.

You will diagnose issues, test equipment, update firmware, and collaborate with project teams, with regular travel to client sites in the Boston area and beyond. A strong AV background and good communication are essential.

Qualifications

• Experience troubleshooting commercial AV systems, including hardware, software, and network-related issues.
• Strong knowledge of AV systems, including installation, configuration, and maintenance of integrated AV solutions.
• Experience with video conferencing platforms and equipment, including setup, testing, and user support.
• Hands-on experience with lighting and projection systems used in boardrooms, classrooms, and other spaces.
• Ability to read and interpret AV drawings, technical drawings, wiring diagrams, and equipment specifications.
• Proficient with test equipment (Fluke, ohmmeter, Wireshark) to collect data and analyze failures; competent with hand and power tools.
• Skilled in performing crimp cable terminations and using a digital multimeter.
• Ability to independently think, solve problems, and manage responsibilities with minimal supervision.
• Ability to plan, organize, and implement tasks to complete projects by deadlines.
• Ability to conduct business meetings, deliver presentations, and provide solution training.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly.
• Superior customer service skills, with the ability to remain effective in stressful situations.
• Highly organized, with strong time management and the ability to manage multiple tasks.
• Responsible, self-motivated and professional demeanor.
• Proficient with Microsoft Office 365 Suite applications.
• Valid driver's license and reliable transportation.

Responsibilities

• Diagnose and resolve technical issues affecting installed AV systems at client locations.
• Perform routine inspections and test equipment, including displays, projectors, lighting systems, and video conferencing setups, to ensure optimal performance.
• Restore functionality to client systems while delivering an exceptional customer experience.
• Complete service calls and document findings, repairs, and system status.
• Communicate clearly with clients regarding system status, ongoing issues, and recommended improvements.
• Troubleshoot complex audio, video, and control systems.
• Collaborate with project and installation teams to support ongoing and new AV deployments.
• Update firmware and system configurations as needed.
• Ensure systems align with customer requirements, safety standards, and industry best practices.

Skills

AV troubleshooting

Video conferencing

Customer service

Communication

Reading drawings

Tool handling

Planning & time management

Team collaboration

Driving

Problem solving

Education

AVIXA CTS & CTS-1

Crestron 101

Syn-Aud-Con Course 50

Audio DSP (All Manufacturers)

Unified Communications (Zoom, Microsoft Teams)

Tools

Fluke

Ohmmeter

Wireshark

Digital multimeter

Job description

Careers

Field Service Technician | DGI

Billerica, MA Full Time Hourly

Summary

The AV Field Service Technician is a full-time, on-site role based in Boston, MA, responsible for supporting, maintaining, and servicing installed audio-visual systems at client locations. This role delivers an exceptional customer experience with an emphasis on restoring functionality to client systems, requiring an extensive audio and video background and a proven ability to troubleshoot complex audio, video, and control systems.

All work will be performed in alignment with DGI's Core Values: Emotional Intelligence, Teamwork, Laughter, Knowledge, and a Winning Mentality.

Responsibilities

• Diagnose and resolve technical issues affecting installed audio-visual systems at client locations.
• Perform routine inspections and test equipment, including displays, projectors, lighting systems, and video conferencing setups, to ensure optimal performance.
• Restore functionality to client systems while delivering an exceptional customer experience.
• Complete service calls and document findings, repairs, and system status.
• Communicate clearly with clients regarding system status, ongoing issues, and recommended improvements.
• Troubleshoot complex audio, video, and control systems.
• Collaborate with project and installation teams to support ongoing and new AV deployments.
• Update firmware and system configurations as needed.
• Ensure systems align with customer requirements, safety standards, and industry best practices.

Qualifications

Required

• Experience troubleshooting commercial AV systems, including hardware, software, and network-related issues.
• Strong knowledge of AV systems, including installation, configuration, and maintenance of integrated AV solutions.
• Experience with video conferencing platforms and equipment, including setup, testing, and user support.
• Hands-on experience with lighting and projection systems used in boardrooms, classrooms, and other professional spaces.
• Ability to read and interpret AV drawings, technical drawings, wiring diagrams, and equipment specifications.
• Proficient with test equipment (Fluke, ohmmeter, Wireshark) to collect data and analyze failures; competent with hand and power tools.
• Skilled in performing crimp cable terminations and using a digital multimeter.
• Ability to independently think, solve problems, and manage responsibilities with minimal supervision.
• Ability to plan, organize, and implement tasks to complete projects by specific deadlines.
• Ability to conduct business meetings, deliver presentations, and provide solution training.
• Excellent written and verbal communication skills, with the ability to explain technical issues in clear, accessible language.
• Superior customer service skills, with the ability to remain effective in stressful situations.
• Highly organized, with strong personal time management and the ability to manage multiple tasks simultaneously.
• Responsible, self-motivated, personable, and professional demeanor.
• Proficient with Microsoft Office 365 Suite applications.
• Valid driver's license and reliable transportation.

Required Certifications & Courses

• AVIXA
  • CTS & CTS-1
  • Essentials of AV Technology
• Crestron
  • Crestron 101
• Syn-Aud-Con
  • Course 50
• Other
  • Audio DSP (All Manufacturers)
  • Unified Communications (Zoom, Microsoft Teams)

Travel Requirement

Regular travel to client sites within the Boston, MA area and out of state for project support and training.

Physical, Mental & Environmental Requirements

• Ability to maintain composure in high-pressure situations while upholding company values.
• Perform tasks that involve standing, walking, sitting, and use of manual dexterity.
• Engage in activities requiring reaching, grasping, and carrying light objects.
• Adapt to varying noise levels, ranging from moderate to occasionally high.
• Be prepared for occasional outdoor work, with exposure to seasonal temperature variations.