AV Technology Support Manager

MAJOR DUTIES AND RESPONSIBILITIES:

Includes the following (other responsibilities may be assigned):

• Manage the Technology Support Departments and the team associated with the depatment.
• Effectively, professionally, and respectfully represents other Information Technology & Audio Video staff members, teams, and their services to the client community.
  
• Provides support for all Information Technology & Audio Video products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
  
• Determines the most effective manner to resolve the customer's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
  
• Records required customer and problem information in Work Order/Ticketing System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
  
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
  
• Works on HelpDesk related projects as assigned by supervisor.
  
• Ability to be on call on weekends and/or nights
  

AV Requirements:

• Installation experience required (could require installation at times)
  
• Experience with the following equipment installations:
  • Microphones, Sound speakers, Amplifiers, Electric & non electric video projection screens, Projectors, Video monitors, Recording equipment
    
  • Running, terminating, testing & connecting wires and cables
    
  • Sound and mixing boards for events and functions such as concerts, sports events, meetings, conventions & presentations
    
  • Control Systems, i.e. Crestron
    
  • Digital Signal Processing, i.e. Peavey Media Matrix, BSS Soundweb, Rane
    
  • Video Distribution, i.e. HD over IP, AV over Cat5, HDBase
    

Requirements

AV Experience Required: Includes but not limited to - Crestron, Peavey, QSC, Video Wall Digital Displays (Samsung, LG, Phillips), BS, Extron, Shure, Vaddio, Just Add Power, BTX

Experience in hardware, software, network troubleshooting, basic to intermediate operating system functionality or equivalent training and/or education is necessary. Operating systems include: Windows, OS X, iOS & Android. This position also requires basic to intermediate functionality or equivalent training and/or education in Control Systems and Digital Signal Processing including but not limited to: Crestron Control Systems, Peavey Media Matrix, BSS London & Rane Digital Signal Processing. Certifications held in any of the aforementioned systems will be highly regarded. Additionally, customer service experience is preferred.

This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.

This position involves projects and/or assignments requiring considerable decision-making authority regarding procedures, plans, and schedules. Although there are sometimes problem-solving guidelines for particular problems, there may be no existing procedures or instructions for those problems. The technician may be on their own in solving problems and determining satisfactory solutions. Ability to work independently and in a team setting is imperative.

· Must be able to learn and support new and quickly-changing technologies.

· Ability to be on call on weekends and/or nights

· Ability to research solutions or information regarding technical issues.

· Good work habits under pressure.

· Familiarity with a wide range of standard office automation products.

· Excellent interpersonal skills.

· Detail oriented.

· Must have a good command of the English language in order to provide effective phone, desk-side, and email support.

· Needs ability to use a keyboard to enter and retrieve data.

· Must have good eyesight to view computer monitor and phone.

· Lifting and/or carrying of 15-30 lbs. or more and the pushing and pulling of carts when necessary.