Senior Service Technician

Job Description

Job Description

The Senior Field Service Technician is a mid‑level technician with proven experience in technology installation, customer service, cabling/wiring, and troubleshooting integrated systems and networks. You will alter configurations, troubleshoot system failures, and debug the various AV and UC systems IMS Technology Services installs across conference rooms, classrooms, event spaces, houses of worship, and commercial environments.

You will work independently on most service calls, collaborate with Software Developers and Engineers on escalations, and ensure client environments remain reliable and optimized. On‑the‑job training is ongoing at IMS, and the role will be ever‑evolving and challenging. We consider our team the best in AV.

Position Accountabilities and Expectations:

• Diagnose and resolve complex issues across displays, projectors, microphones, speakers, amplifiers, DSPs, PTZ cameras, control processors, UC platforms, and AV‑over‑IP systems.
• Perform in‑depth audio/video/networked AV signal‑flow analysis and identify root causes of recurring issues with corrective‑action recommendations.
• Load, configure, and optimize Control & DSP code; verify device dependencies and interoperability.
• Thoroughly test and force‑fail systems onsite to validate stability and document remediation steps.
• Provide guidance to junior technicians and support escalations.
• Troubleshoot and debug applications in the field using the industry’s standard ecosystems—Crestron, Extron, and Q‑SYS, among others.
• Evaluate existing systems and reverse‑engineer as needed to provide Software Developers with accurate information for new or revised functional code.
• Efficiently make graphical user interface adjustments as directed in the field.
• Configure devices to optimal settings, including static IPs, VLAN/port settings, PoE, and multicast behaviors.
• Create dedicated Local Area Networks (LANs) for AV device communication separate from client infrastructure; create WLANs for wireless device communication.
• Open and manage service tickets with manufacturers; coordinate real‑time troubleshooting while onsite.
• Maintain firmware inventories and follow change‑management procedures for updates.
• Conduct detailed room/system health checks; clean, label, and optimize AV racks and cabling.
• Produce clear PM reports with actionable recommendations for upgrades or repairs.
• Update as‑builts, IP tables, device lists, and configuration records; ensure documentation is complete for every service visit.
• Professionally interface with client IT regarding requirements, risks, and near‑/long‑term considerations.
• Communicate effectively with Software Developers, Lead Installers, Installation Manager, Service Manager, and Systems/Design Engineering.
• Accurately complete all service forms and ticket documentation, capturing symptoms, steps taken, outcomes, and next actions.

What you will bring:

• High School Diploma or GED required.
• 5-10 years in AV field service, integration, IT/UC support, or live production with technical responsibility.
• Proficiency with Windows/macOS and collaboration platforms (Zoom, Teams, Webex).
• Valid driver’s license and excellent driving record.
• Ability to lift and carry 50 lbs; comfortable with ladders and onsite work.
• Availability to work nights, weekends, and overtime as necessary.
• Overnight travel 5–10% as workloads and skillsets require (expenses covered; per diems provided).
• Solid hands‑on experience with professional AV systems, commercial integration, or live production/UC environments.
• Strong understanding of signal flow, gain structure, audio formats (Dante/AES67), video formats (HDMI/SDI), and control/DSP ecosystems.
• Intermediate networking skills: IP addressing, subnets, DHCP vs. static, VLANs, switch port configuration, diagnostics (ping, traceroute), and AV‑over‑IP fundamentals.
• A structured troubleshooting mindset with the ability to work independently and drive to root cause.
• Excellent communication, documentation discipline, and customer service skills.

Preferred (Nice to Haves):

• Certifications: AVIXA CTS, Dante Level 1/2, Q-SYS Level 1, Biamp/Extron/Crestron Foundations, CompTIA Network+.
• Experience with one or more ecosystems: Crestron, Extron, Q-SYS, Biamp, Shure, Sennheiser, Logitech, Poly, Cisco.
• Basic familiarity with PoE, multicast, AV-over-IP (Dante AV, NDI, SDVoE), and/or control programming concepts.
• Ticketing systems (ServiceNow, Zendesk, ConnectWise) and asset documentation.