Senior AV Service Technician & Escalation Lead

Continua Interiors; Plymouth (MN); On-site; USD 56,000 - 62,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

Disability insurance

Critical Illness and Accident Coverage

HSA/DCA/FSA options

Paid time off & holidays

Parental Leave (MN)

401k Match

Job summary

Continua Interiors is seeking a Senior AV Technician to act as the senior escalation point for complex commercial AV service issues. You will provide advanced remote and onsite troubleshooting across a wide range of AV systems, triage problems, and guide other technicians to resolution.

The role requires CTS certification with CTS-I preferred, strong communication, and the ability to travel between MN sites. Compensation includes health benefits and 401(k) matching.

Qualifications

• Excellent verbal and written communication skills.
• Demonstrated ability to lead technical troubleshooting and mentor developing technicians.
• Organizational skills, detail orientation, and multitasking ability.
• CTS certification required; CTS-I preferred.
• Experience with ConnectWise or similar PSA/service-ticketing platforms.
• Knowledge of remote monitoring and managed-service platforms.

Responsibilities

• Serve as senior escalation point for complex AV service issues.
• Provide advanced remote and onsite troubleshooting for AV systems.
• Triage issues to determine remote vs. onsite resolution.
• Offer technical recommendations on parts, vendor support, and escalation paths.
• Own escalated tickets through diagnosis, resolution, and closeout.
• Mentor and support Service Technicians with guidance and training.
• Verify system health checks post-service and document results.
• Lead root-cause analyses and recommend corrective actions.

Skills

Verbal and written communication

Leadership and mentoring

Organizational skills and multitasking

Travel readiness

Education

CTS certification

CTS-I certification preferred

Tools

ConnectWise/ PSA platform

Remote monitoring/managed-service platforms

Job description

Continua Interiors is seeking a Senior AV Technician to act as the senior escalation point for complex commercial AV service issues. You will provide advanced remote and onsite troubleshooting across a wide range of AV systems, triage problems, and guide other technicians to resolution.

The role requires CTS certification with CTS-I preferred, strong communication, and the ability to travel between MN sites. Compensation includes health benefits and 401(k) matching.