Avidex, a prominent player in the audiovisual and IT integration industry, is renowned for delivering cutting-edge solutions to a diverse clientele. Our commitment to innovation and technical excellence has fueled our continuous expansion. To enhance our dynamic team in the Fremont, California area, we are actively seeking a highly skilled and experienced Audiovisual (AV)/IT Service and Support Engineer - III. 

What We Offer:

• Competitive compensation plan.
• Health, dental, and vision benefits.
• 401(k) retirement plan.
• 120 hours of accrued PTO, 9 Paid Holidays, and 1 Floating Holiday.
• 8 hours dedicated to volunteering for your favorite cause.
• Opportunities for professional growth and development.
• Collaborative and innovative work environment.

Position Overview

This position involves troubleshooting Audiovisual and IT equipment remotely. You will provide audiovisual (AV) remote technical support to Field Service Technicians, Field Engineers, Sales, and our customer base. Collaborating with the Help Desk Specialist team, you play a pivotal role in resolving audiovisual needs remotely. This position serves as a technical resource, sharing knowledge, identifying issues, and teaching troubleshooting techniques. Success in this role hinges on leadership, professionalism, self-discipline, teamwork, attention to detail, follow-through, and excellent communication skills.

Requirements

• Associate degree or equivalent experience.
  • Bachelor’s degree preferred.
• AVIXA CTS certification or
  • Audiovisual (AV) Industry or major manufacturers (e.g., Crestron, Extron, Biamp, QSC, Cisco, Polycom...) 
• CompTIA Network certification to be obtained within one year of starting the position.
• Over 6 years of prior experience delivering technical AV/IT support, including:
  • 4 years of expertise in a Field Service role, with a focus on troubleshooting, diagnosing, and resolving complex audiovisual-related problems.
  • 2 years of hands-on experience in Field Engineering support, encompassing installation, configuration, commissioning, and troubleshooting of Audio Visual systems.
  • 2 years of previous involvement in Help Desk Technical support roles within a large enterprise environment.
• Strong customer service, problem-solving, and time-management skills. 
• Ability to prioritize and organize workloads for effective implementation. 
• Advanced proficiency in troubleshooting, configuration, integration, and testing of video conferencing, multimedia, audiovisual, projection systems, displays, cameras, microphone, control system, and support of video/audioconferencing and integrated A/V systems and equipment. 
• Strong understanding of configuring wired and wireless TCP/IP networks.
• Proficiency in loading, testing, and debugging various types of programming code (e.g., Crestron, Extron, QSC, Biamp, Cisco) and digital communication protocols such as IP, RS232, RS485, and all forms of USB.

Responsibilities 

• Prepare and research information for field support calls, including the study of system documentation, service manuals, CAD, control code, and equipment lists.
• Provide remote technical support for diagnosing, troubleshooting, repairing, and adjusting integrated AV systems.
• Conduct remote diagnostic troubleshooting, creating documentation for return visits, resolving work orders, and advancing work orders for Help Desk support to schedule follow-up site visits for repairs.
• Load, test, and edit control code and graphical user interface files with remote assistance as needed.
• Provide detailed written documentation of system repair findings.
• Offer technical design pricing, miscellaneous material, and labor estimates for proposals as needed.
• Collaborate across all internal groups (service support, sales, engineering, installation, management, and operations) to design and streamline more efficient processes.
• Prioritize and implement approved system modifications, programs, and firmware update requests of medium to high complexity.
• Act as a liaison between the client and departments within the company, conveying information, ensuring understanding, and ensuring accurate, timely completion.
• Provide progress reports to key clients and management as needed.
• Work with the team to onboard and integrate new subcontractors and develop existing subcontractor relationships as needed.
• Ensure subcontractors comply with contract administration policies and procedures and meet quality standards and contract requirements.
• Assist in organizing documentation from Help Desk, Account Executive, Engineering, and Project Management teams when needed.
• Provide technical guidance to other Managed Services staff 

Avidex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to providing a workplace that is free from discrimination, harassment, and where all employees are treated with respect and dignity. We value diversity and believe it contributes to our success as an organization.