Executive AV/VC Maintenance Support Technician

Position Overview:

Join us as an Audio Visual (AV) Maintenance Technician – Tier 2 (CST-EXEC)! This dynamic on-site role is critical in supporting and maintaining video conferencing systems for our clients. You will provide white-glove support to executives and VPs, ensuring they have the best experience possible. The CST-EXEC Tech is responsible for delivering high-quality technical support, troubleshooting, and resolving issues related to in-room AV/VC (Audio Visual/Video Conferencing) technology, including equipment failures, physical malfunctions, and software configuration problems.

Key Responsibilities:

• Provide ongoing technical support for video conferencing equipment and in-room AV technology.
• Diagnose and resolve hardware and software issues, ensuring minimal downtime for end users.
• Perform root cause analysis to identify recurring problems and implement solutions to prevent future incidents.
• Analyze trends in AV/VC issues to proactively improve service quality and operational processes.
• Document solutions and best practices to enhance team knowledge and efficiency.
• Participate in the commissioning of AV systems for both retrofits and new builds.
• Ensure all installations meet company standards and client requirements.

Additional Duties:

• Collaborate with cross-functional teams to deliver seamless AV experiences.
• Maintain accurate records of maintenance activities and service requests.

Ideal Candidate:

• Strong technical background in AV/VC systems.
• Experience supporting executives and VPs is a plus.
• Excellent problem-solving and communication skills.
• Highly proficient with a wide range of AV technologies.

What You’ll Do:

• Be the primary on-site technician with the knowledge and skillset to fix 99% of issues in rooms.
• Act as the primary user-facing POC for all VC related issues.
• Provide exceptional client-level support to users, with a knack for de-escalating technical fails.
• Perform break-fix (user-reported incident) tasks within the target SLA response window.
• Execute maintenance and repair tasks on all VC gear to maintain 99% uptime and address all primary issues.
• Keep accurate tagging and data entry of all tasks, projects, and requests performed.
• Form strong XFN partnerships with local Helpdesk, Facilities, Events, Executive Support, and EAs of high-profile staff.
• Deliver white-glove VC technical support for C-suite and high-level management.
• Provide VC-focused support for high-profile events.
• Handle RCA reported network-related call escalation issues.
• Actively monitor local and global VC Endpoints and related hardware.
• Assist, train, and advise Tier 1 technicians on signal flow and inspections best practices.
• Initiate Cisco TAC cases and vendor RMA’s for equipment.
• Advise and QC integrators on client installation standards.
• Partner with OTD New Builds DPM’s to provision and deploy all VC and VIO related equipment in new office locations.
• Track inventory of on-site supplies, consumables, and assets.
• Maintain up-to-date knowledge of relevant industry standard hardware as well as client proprietary tools.

What You Need to Succeed:

• Be self-motivated and accountable in a fast-paced, independent environment.
• Think creatively as well as methodically regarding technical issues.
• Have knowledge of Cisco, Crestron, Extron, Shure, Clearone, and other AV/VC related hardware and signal flow.
• Possess strong interpersonal, customer service, and conflict resolution skills.
• Show willingness to learn and adapt to client culture.
• Work both independently and collaboratively with a team.
• Handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work.