Senior AV Support Services Technician

About Diversified:

Diversified is a global leader in audiovisual and media technology. We design and build innovative spaces and experiences for clients across industries such as corporate, entertainment, sports, retail, and government. Our team partners with organizations around the world to create environments that connect people through technology.

What to Expect:

At Diversified, you’ll work on exciting and complex projects with opportunities to grow your career. We offer a collaborative and flexible work environment, competitive pay and benefits, and a culture that values diversity, inclusion, and innovation. If you’re ready to grow, create, and make an impact, Diversified is the place to do it.

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 also serve as the on-site liaison between the client, Diversified, and the other members of the on-site team.

The Support Services Technician will be required to be on site Monday-Friday for eight (8) hours per day. Start and end times will be determined by Diversified and the client. Overtime may be required upon request.

What You’ll Do:

• Conference Room Support
  • Fully support and maintain 70 conference rooms including MS Teams Rooms, 3D rooms, MS Hubs
  • Support and maintain Focus Booth and Laboratory Teams Phones
  • Digital Signage support, maintenance, and local content delivery
  • Crestron Programming support for 6 large Custom MS Teams Rooms
  • Provide white glove meeting and event support in all spaces – including start up, monitoring, and active troubleshooting
  • Responsible for keeping up with and resolving AV Service / Support Tickets in a timely manner
  • Use of Service Now for logging and Tracking
  • Conference Room Maintenance
  • Provide Meeting Space Training / Microsoft Hub Training to various on-site clients
  • AV Inventory / Critical Spare management
  • AV Installations – Assist technicians / Lead site specific tasks
  • Escort AV partners onsite
• AV Design and Implementation
  • Support the design and installation of future conference rooms and upgrades to current conference rooms
  • Preferred: programming support for current and future conference rooms
• Project Management / Site Support
  • Act as an intermediary between vendor and client for AV & IT related projects in the building

• 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.
• 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.
• Interface with equipment manufacturers, developers, engineers, and project managers on the client’s behalf to provide resolutions for highly complex systems.
• Participate in and drive continuous improvement activities across AV technologies and collaborate with client to improve/evolve technology solutions.
• Interface with client executive and “C” level personnel in a highly professional manner.
• Communicate effectively with clients to ensure that all technical issues are resolved promptly and satisfactorily.

Physical Requirements of the job:

• 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

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.) are preferred

Required Skills/Qualifications:

• Minimum of 5 years of experience in enterprise level AV support
• Experience with Microsoft Teams products including MS Teams Rooms and MS Hubs
• Understanding of Microsoft Office Suite – Outlook, OneDrive, Excel, Word, PowerPoint, etc.
• Competencies in Video Conferencing products
• Competencies in Crestron control systems (trouble shooting, basic communication concepts and protocols)
• Experience testing and troubleshooting complex AV systems, as well as strong knowledge of proper equipment rack wiring standards and event best practices

Desired Skills/Qualifications:

• Experience with major industry manufacturers including QSC, Crestron, Cisco, Microsoft, Biamp, and/or Poly
• Knowledge of signal flow for: audio, video, control systems, lighting, networking, access control, phone systems, and camera systems
• Must present well as client facing and working with high level executives within high pressure meeting situations

What We Offer:

We believe great people deserve great benefits. In addition to competitive compensation, we offer a comprehensive benefits package designed to support your health, financial wellbeing, and work-life balance:

• Multiple medical plan options to fit you and your family’s needs
  • HSA & HRA company contributions
• Dental coverage, including orthodontic benefits, and vision plans
  Company-paid benefits
  • Basic Life, AD&D
  • Short-Term and Long-Term Disability insurance
  • Employee Assistance Program (EAP)
• Generous paid time off — 3 weeks PTO plus company holidays and floating holidays
• 401k with company match
• Paid maternity leave
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• A wide range of voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services
• Commuter benefits
• And much more