AV Support Technician - Tier 2 AVIT, LLC Tampa, FL Job Details Full-time $24 - $28 an hour 16 hours ago Qualifications ConnectWise Email customer support Technical support via phone Responding to infrastructure failures Digital projector support Phone communication Team leadership Technical documentation In-person customer service AV system installation Electrical technical documentation Equipment troubleshooting Mid-level Incident Escalation User training (technical support) Troubleshooting audio issues Dispatching VLAN Internal employee customer service Industry trends Crestron Data entry Audiovisual control systems operation Technical writing Telephone systems Typing Technical support via email Escalation handling Leadership Communication skills

Full Job Description Job Description:

Tier 2 Support Technician is a key member of the technical support team, providing professional and timely assistance to end-users as well as Tier 1, regarding A/V equipment and related technology. This position involves setting up, operating, maintaining, and troubleshooting a wide range of A/V systems to ensure seamless and high-quality presentations, events, and day-to-day operations.

Basic Functions:

Serve as the primary point of contact for A/V support requests via various channels (in-person, phone, email, ticket system). Diagnose and resolve technical issues with A/V systems, including audio, video, and control components. Assist users with operating A/V equipment, including projectors, displays, microphones, and sound systems. Act as an escalation point for complex issues that cannot be resolved by Tier 1 support. Communicate effectively with internal and external customers through the ticketing system on all steps being taken to resolve their issue. Follow processes and procedures provided by Management or Team lead. Guide and assist in training tier 1 technicians to grow the team skillset. Manage communication between onsite technicians, customer and AV Team lead. Communication with onsite customers to explain the scope of work and aid in decisions on hardware placement Write and approve scopes of work for onsite dispatches for your own as well as assigned Tier 1 tickets. Vet subcontractors prior to their dispatch to site to ensure they are prepared for the job. Notate changes in configurations, equipment or wiring to the engineering team to update schematics and documentation. High Level understanding of Networking, computer systems, VLANs, IP Schemes Respond to all systems down alerts immediately to ensure customer satisfaction Knowledge and experience audio Video terminology, ability to access networks through remote methods and techniques. Strong leadership qualities and experience teaching others. Organizational, presentation, and customer service skills. Experience with Connectwise Manage Call Center Experience Familiarity with A/V systems and hardware from manufacturers like Crestron, Extron, Cisco, Shure, and QSC Understanding of how to write a technical scope of work Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care. Service awareness of all organization's key services for which support is being provided. A developed understanding of electronics, IT, and AV equipment, and specifically an understanding of 70v speakers Typing skills to ensure quick and accurate entry of service details. Self-motivated with the ability to work in a fast moving environment. Train end-users on the proper use of A/V equipment and systems. Keep up-to-date with new A/V technologies and industry trends Strong knowledge of A/V signal flow and troubleshooting methodologies Understanding of OHMs law Tier 2 Support Technician is a key member of the technical support team, providing professional and timely assistance to end-users as well as Tier 1, regarding A/V equipment and related technology. This position involves setting up, operating, maintaining, and troubleshooting a wide range of A/V systems to ensure seamless and high-quality presentations, events, and day-to-day operations