Support Services Technician 2-CA Burbank

How You’ll Contribute:

This position provides technical and operational support of audio-visual equipment and systems located within the following types of environments: Business/corporate offices, single and divisible conference rooms, training rooms, collaboration rooms, and open areas (digital signage). This position will work hand in hand with two other Diversified technicians currently on-site. Diversified provides financial support and paid time for continued education leading to industry certifications and employee career development.

The Support Services Technician will be required to be on site Monday-Friday for eight (8) hours per day. Typical daily schedule will be 8am – 5pm. These hours may be adjusted based on meeting and event needs, including earlier starts, later end times, and overtime will be required.

What You’ll Do:

The job responsibilities of the Audio-Visual Support Services Technician include the following:

• Exercising advanced technical skill level abilities to perform routine maintenance of advanced AV/technology related systems – including preventive maintenance, troubleshooting and break/fix repair of faulty systems and equipment.
• Work with existing onsite Diversified technicians and the client
• Oversight for planning and implementation of process improvement principles required to maintain AV technologies in critical areas such as training rooms, video walls, meeting rooms, conference rooms, and AV spaces.
• Support executive level meetings with tasks such as meeting start up, monitoring, and active troubleshooting.
• Oversee repair and service of all AV equipment while planning and implementing improvements in AV equipment. Act as the technical escalation point for all AV equipment and related issues.
• Work with the client team in the scheduling of meetings, and preparation of meeting room accommodations for end-users.
• Daily/weekly room sweep scheduling and execution, with reporting to the client to ensure equipment and customized space functionality is optimized and ready for use.
• Bi-Annual preventative maintenance of rooms at the designated client site.
• Identify defective or failed equipment and take ownership to resolution. Provide support for troubleshooting and maintenance of AV/multi-media systems. Provide problem identification, diagnosis and resolution of problems pertaining to medium to high complexity AV/multi-media systems.
• Interface with equipment manufacturers, developers, engineers, and project managers on the client’s behalf to provide resolutions for highly complex systems.
• Conduct safe and correct diagnosis of faults – including removal, repair, tests, implementation, and operation of all aspects of audio visual, video conference, display and presentation technologies. Manage the daily activities of configuration and operation of AV/multi-media systems.
• Participate in and drive continuous improvement activities across AV technologies and collaborate with client to improve/evolve technology solutions.
• Provide assistance to users in accessing, using, and diagnosing AV/multi-media systems.
• Track, update, and report on AV ticket issues and support requests – showing progress as reported issues transfer from initial reporting date/time through final resolution date/time. Provide regular reporting of current and historical analytical data to meet measured client metrics.
• Interface with client executive and “C” level personnel in a highly professional manner.
• Ensure compliance with client HR and Labor regulations, benefits, PTO, safety rules, etc.
• Collaborate with local Service management concerning actions, including but not limited to end-user provided training.
• Communicate effectively with clients to ensure that all technical issues are resolved promptly and satisfactorily.
• Participate, as needed, in Client escalations/analysis requests.
• Follow all safety procedures and always adhere to the customer’s security and confidentiality policies.
• Communicate effectively with the client and Diversified remote team to inform the ticket resolution progress.
• Required to attend client team AV meetings regularly, and collaborate effectively with their internal AV engineering team
• Ability to find creative in the moment solutions to break fix problems, so meetings can continue to operate while searching for a long-term solution.

What You’ll Bring:

Education & Certifications:

• High school diploma or equivalent
• CTS certification from AVIXA and/or manufacturer certifications (QSC, Cisco, Clear One, Crestron, Extron, etc.)  

Required Skills/Qualifications:

• CTS certification from AVIXA and/or manufacturer certifications (QSC, Cisco, Clear One, Crestron, Extron, etc.)
• 3+ years of experience in enterprise level AV support
• Competencies in AutoCAD / Visio adequate to read drawings for rack layout & cabling
• Preference given to three (3) years of experience conducting site surveys; constructing racks; pulling cable; installing projectors & sub-mounts; crimping / punch-down connections
• Competencies in Video Conferencing products (Cisco preference)
• Competencies in QSC control systems (trouble shooting, basic communication concepts and protocols)
• Competencies in Crestron control systems (trouble shooting, basic communication concepts and protocols)
• Basic wiring skills
• Experience testing and troubleshooting complex AV systems, as well as strong knowledge of proper equipment rack wiring standards and event best practices
• Experience with major industry manufacturers including QSC, Crestron, Cisco, Microsoft, Biamp, Shure, and/or Poly
• Experience with Advanced AV Signal Flow Diagramming and Advanced Troubleshooting
• Knowledge of signal flow for: audio, video, control systems, lighting, networking, access control, phone systems, and camera systems
• General proficiency with computers and specialized software applications specific to the AV industry (i.e. Crestron; the use of programs such as MS Excel, Outlook, Project, Word)
• Must present well as client facing and working with high level executives within high pressure meeting situations
• Proactive personality when it comes to finding issues, staying busy, and supporting the onsite clients
• If taking public transit, you will still be responsible for arriving at work at your designated start time. Ensure you have reliable backup transportation if necessary.
• Must be able to stand, kneel and/or crouch for long periods of time
• Must be able to work in high places, as well as small, cramped places
• Must be able to work in hot humid places, as well as cold places
• Must be able to properly use hand/power tools, ladders, and subsequent safety equipment
• Must be able to lift/maneuver up to 75 lbs, use hand tools, ladder, and have the physical ability to frequently: bend, kneel, stand, and walk for extended periods of time
• Must pass a background screen and drug test.