What are the responsibilities and job description for the Audio/Visual Field Technician position at A-V Services, Inc.?
The A/V Field Tech – Retail is responsible for providing technical support, troubleshooting, and remediation. The A/V Field Tech collaborates with clients and support teams to resolve service issues efficiently, ensuring minimal disruption to operations. Success in this role requires strong technical acumen, effective communication, and a proactive approach.
Key Objectives
- Deliver prompt and effective field service and repairs for AV systems.
- Manage inventory and supplies for AV BreakFix operations.
- Monitor and respond to service tickets, ensuring timely remediation.
- Provide both onsite and remote support for operational events, including power incidents.
- Uphold a professional image.
Roles and Responsibilities
- Troubleshoot, repair, replace, test, and validate all field service and remediation requests.
- Collaborate directly with clients, technicians, and vendors to deliver in-person and remote support.
- Support multimedia operations during events that may impact service (e.g., PMRs, ITSM power events).
- Monitor, assign, and take ownership of tickets in the incident management system.
- Update, escalate, resolve, and document assigned tickets daily.
- Manage service dispatch by coordinating onsite or vendor support, creating JIRA tickets, and providing regular status updates.
- Escalate issues promptly when further approval or guidance is required.
- Oversee multimedia inventory by tracking usage, identifying low stock, and conducting periodic audits.
- Enhance client communication by providing timely and informative updates on issue progress.
- Maintain digital signage by monitoring player health and processing necessary replacements.
- Provide periodic weekend support for ITSM-related tasks.
Qualifications
- 2–3 years of corporate AV experience required.
- Proficient with integrated production systems (e.g., Crestron, Qsys, Shure, Zoom conference room technologies digital signal, Cisco telepresence, audio DSP, network switches).
- Strong working knowledge of Microsoft Office, SharePoint, and Outlook.
- Familiarity with desktop networking concepts: Wi-Fi, MAC addresses, DHCP/static IPs, VPNs, and mobile app installation.
- Excellent organizational and communication skills.