Senior Technical Support Representative

This position is for remote assistance only and is responsible for collaborating with our client’s management team and other company employees to deliver an array of customer service support and assistance in conference rooms and other meeting spaces. WHO WE ARE AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services. Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward. WHAT YOU’LL DO Day-To-Day Responsibilities: Experience in a variety of videoconference technologies: Microsoft, Crestron, AMX, Bi-Amp, Q-SYS, Logi, and others Knowledge of Crestron Toolbox and Crestron Remote, Windows 10 RDP preferred Knowledge of MS Intune and MS Teams Admin Center and Biamp Tesira SW preferred Familiar with MS MTR Flex and TAP systems is a plus Exceptional knowledge and experience with MS Teams and MS Teams Live Direct end user support on the operation and use of collaboration tools Provide remote assistance and training to end users in the operation of AV systems user controls Perform routine preventive monitoring sweeps & services on AV systems Perform basic troubleshooting on AV systems for break fix resolutions Troubleshoot AV/V problems last minute as required as well as non-critical situations Assist with company meetings/functions that require use of AV infrastructure (audio video conferencing webcasting visual display or projection and control system (AMX Crestron) operations Interact with client Customer Help Desk ticketing system to respond to end user requests Coordinate with client staff to determine AV basic infrastructure requirements for any new conference room or media design Responsible for escalating all “next level” break fix issues to their manager for resolution Perform remote testing for local and regional offices Perform support tasks in a timely and quality conscious manner Collaborate with internal/external teams in a professional manner that reflects the values of AVI-SPL Provide knowledge article documentation as needed Other duties assigned as needed WHAT WE’RE LOOKING FOR Must-Haves: Effective communication and interaction with employees, clients and colleagues and the ability to work effectively with all levels of the organization Ability to test equipment and perform basic troubleshooting Ability to work and think independently Basic computer knowledge Ability to balance multiple tasks with changing priorities Strong organizational skills and excellent attention to detail Excellent communication and interpersonal skills both verbal and written Demonstrated customer service focus and client communication skills Education and/or Experience: Minimum high school diploma or equivalent Demonstrated working knowledge of AV practices and procedures Videoconferencing experience including operation call set-up and equipment Experience and knowledge of web conferencing tools such as MS Teams, Zoom, WebEx, and Cisco meeting place a plus WHY YOU’LL LIKE WORKING HERE Medical benefits, including vision and dental Paid holidays and PTO Enjoyable and dynamic company culture Training and professional development opportunities MORE ABOUT US AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor. AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.

WHO WE ARE AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services. Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward. WHAT YOU’LL DO Day-To-Day Responsibilities: Experience in a variety of videoconference technologies: Microsoft, Crestron, AMX, Bi-Amp, Q-SYS, Logi, and others Knowledge of Crestron Toolbox and Crestron Remote, Windows 10 RDP preferred Knowledge of MS Intune and MS Teams Admin Center and Biamp Tesira SW preferred Familiar with MS MTR Flex and TAP systems is a plus Exceptional knowledge and experience with MS Teams and MS Teams Live Direct end user support on the operation and use of collaboration tools Provide remote assistance and training to end users in the operation of AV systems user controls Perform routine preventive monitoring sweeps & services on AV systems Perform basic troubleshooting on AV systems for break fix resolutions Troubleshoot AV/V problems last minute as required as well as non-critical situations Assist with company meetings/functions that require use of AV infrastructure (audio video conferencing webcasting visual display or projection and control system (AMX Crestron) operations Interact with client Customer Help Desk ticketing system to respond to end user requests Coordinate with client staff to determine AV basic infrastructure requirements for any new conference room or media design Responsible for escalating all “next level” break fix issues to their manager for resolution Perform remote testing for local and regional offices Perform support tasks in a timely and quality conscious manner Collaborate with internal/external teams in a professional manner that reflects the values of AVI-SPL Provide knowledge article documentation as needed Other duties assigned as needed WHAT WE’RE LOOKING FOR Must-Haves: Effective communication and interaction with employees, clients and colleagues and the ability to work effectively with all levels of the organization Ability to test equipment and perform basic troubleshooting Ability to work and think independently Basic computer knowledge Ability to balance multiple tasks with changing priorities Strong organizational skills and excellent attention to detail Excellent communication and interpersonal skills both verbal and written Demonstrated customer service focus and client communication skills Education and/or Experience: Minimum high school diploma or equivalent Demonstrated working knowledge of AV practices and procedures Videoconferencing experience including operation call set-up and equipment Experience and knowledge of web conferencing tools such as MS Teams, Zoom, WebEx, and Cisco meeting place a plus WHY YOU’LL LIKE WORKING HERE Medical benefits, including vision and dental Paid holidays and PTO Enjoyable and dynamic company culture Training and professional development opportunities MORE ABOUT US AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor. AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.