Tier 2 A/V Support Technician - Events & Systems

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

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