The AV Service Technician is responsible for diagnosing and repairing various types of audio-visual, video conferencing, and IT-related systems. The AV Service Engineer will be responsible for communicating and updating Pixel Technologies’ internal ticketing system while working with the end customer to resolve the reported issues. This position requires a mix of remote and onsite support, system health checks, preventative maintenance visits, in-depth troubleshooting, and knowledge transfer of a variety of AV systems. This position requires expert-level skills with the ability to think independently while working within the specified guidelines with minimal supervision.
- This is a hybrid position
- We are currently hiring candidates in the Washington DC / Baltimore, Cincinnati, Louisville and Lexington areas
- We are open to candidates that would relocate
- This position will require traveling in the tri-city area (Cincinnati, Lexington, Louisville)
ROLES AND RESPONSIBILITIES:
- General knowledge and understanding of Service Level Agreements and ticketing system functionalities.
- Ability to troubleshoot and fix specific hardware related issues like terminating various types of connectors.
- Ability to perform onsite system health checks and preventative maintenance visits.
- Ability to dissect existing documentation to troubleshoot and resolve issues remotely.
- Experienced in troubleshooting systems at the programming level including AMX, Biamp Tesira, Cisco, Crestron, Extron, and Q-SYS systems onsite and remotely.
- Ability to edit and load code to AV control systems from AMX, Crestron, Extron, and Q-SYS.
- Familiarity with current QSC, Crestron, Extron, Biamp, Shure, Cisco, and Poly hardware components.
- Familiarity with Microsoft Teams Rooms and Zoom is a must.
- Ability to determine when a field engineer needs to be dispatched based on remote support findings.
- Must be able to formulate a corrective action plan on systems identified with reoccurring issues.
- Must be able to perform a root cause analysis on a system to prevent repeat call backs.
- Must be able to analyze and interpret system drawings.
- Registration and setting changes of VTC codec endpoints (Cisco, Poly)
- Knowledge of networking fundamentals such as: TCP/IP, addressing, firewalls, routers, VLANs, and VPN
- Perform firmware and software upgrades to all AV system components as deemed necessary during troubleshooting.
- Adjust and fine tune digital signal processors (DSP) including QSC and Biamp.
- Verify that installations are correct and recommend corrective action if necessary.
- Ability to travel on short notice in the event of an emergency effort.
- Ability to work efficiently in a fast-paced environment.
- Excellent communication skills with experience dealing with C-Level Executives.
- Ability to perform knowledge transfer and educate customers.
SUCCESS FACTORS:
- 50%-60% Travel Ability
- A high level of customer centricity
- Strong team player with the ability to adapt to diverse team members.
- Ability to perform in a fast paced/high volume environment.
- Excellent verbal and written communication skills
- Exceptional Critical Thinking skills
- Detail Oriented- a high level of attention to detail is required.
- A high level of time management, accountability, and prioritization skills
- Self-motivated, goal- oriented, and driven to accomplish department goals.
- Ability to be organized, problem solve, and be solution oriented.
- Proficient in Microsoft Office (Word, Excel, Outlook, Power Point)
- Certifications: CTS-I, Crestron Flex, Crestron Certified Programmer, Extron AVA, Q-SYS Level I & II, DMC-E-4K, DMC-D-4K, AMX-ACE, Biamp TesiraFORTÉ – Preferred
WORK ENVIRONMENT:
- This is a hybrid position location near the Cincinnati OH area.
- The work from home is approximately 40%-50% of the time.
- Onsite visits as deemed necessary.
- Must be eligible to rent a car, including meeting age requirements and possessing a valid driver's license.
EXPERIENCE AND EDUCATION:
- 6+ years’ experience in collaboration or Audio-Visual Integration
- High School Diploma or equivalent experience preferred.
Pixel Technologies is an equal opportunity employer. All candidates agree to complete a selection assessment and pre-employment drug screen.
