UnifiedCommunications · 17 hours ago
AV Service Technician - Level Two
Greater Houston
Full-time
Onsite
Mid LevelUnifiedCommunications is seeking a proactive and customer-centric AV Support Tech to provide technical assistance and solutions to customers utilizing their AV and Unified Communications products. The role involves troubleshooting customer inquiries, ensuring smooth operation of AV systems, and delivering high-quality customer experiences.
Public RelationsTelecommunications
Hiring Manager
Brandi Rodriguez
Responsibilities
Serve as the primary contact for customer technical issues via phone, email, and chat
Troubleshoot and resolve hardware and software issues for AV systems, video conferencing tools (Microsoft Teams, Zoom), and related equipment
Provide prompt and professional responses to customer inquiries, ensuring customer satisfaction
Diagnose and troubleshoot issues related to AV systems, structured cabling, audio/video conferencing, digital signage, and wireless networks
Escalate complex issues to higher-level support teams or OEMs as needed
Maintain documentation of technical support cases, including resolutions and follow-up actions
Assist clients in setting up and configuring AV systems, including cameras, microphones, displays, and control systems
Guide customers through product features and best practices for utilizing AV equipment
Ensure that all client systems are properly configured and tested prior to live use
Provide remote training to customers on AV system use and troubleshooting
Develop and maintain knowledge base articles to assist customers with common technical issues
Share knowledge and updates on the latest technology trends and best practices with clients
Work closely with the AV Lead Installer and other team members to resolve complex technical problems
Collaborate with the installation teams and other cross-functional teams to identify, troubleshoot, and resolve product issues and ensure seamless customer service
Escalate critical issues and system-wide problems to management and collaborate on resolutions
Qualification
Required
Experience in IT or AV technology support, with knowledge of video conferencing systems such as Microsoft Teams Rooms and Zoom Rooms
Skilled in technical troubleshooting of audio/video conferencing systems. Experienced in remotely configuring and maintaining AV equipment across various AV spaces, ensuring optimal performance and functionality
Ability to convey technical information effectively to both technical and non-technical audiences
A team player with strong organizational and multitasking abilities
Strong time management, organizational, communication, and interpersonal skills
A customer-focused mindset committed to delivering high-quality solutions and consistently exceeding customer expectations
Excellent problem-solving skills with the ability to think creatively to resolve technical issues
Technical certifications or training relevant to the role, including experience with Audio-Visual equipment and collaboration technology platforms like MS Teams and Zoom
Extensive expertise in SBC, telephony setup, and configuration
Experience with supported technology brands, such as HP/Poly, Logitech, Yealink, Crestron, Lenovo, QSC, Biamp, and Shure
Proficient in troubleshooting with expertise in log analysis, PowerShell
Familiarity with ticketing and tracking systems
Preferred
Experience in AV integration on the integrator and/or corporate side, with an emphasis on physical installation
Knowledge of control systems, audio solutions, digital signage, and system integration
Certifications include Microsoft (MS-100/101 or 102, MS-700/720/740), Basic IP networking and security, with a strong understanding and troubleshooting ability for MS Teams or Zoom phone clients, MS Teams/Zoom Rooms, Teams/Zoom phones and related OEM technologies
Experience in operating and supporting live events in corporate, hospitality, or major event venues
Perform regular inspections and health checks in conference rooms to ensure the proper functionality and upkeep of AV and network equipment
Certification - CTS, CTS-I or CTS-D equivalent
Company
UnifiedCommunications
We’re a team that lives and breathes technology, and we care deeply about the people we serve.
Founded in 1986
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Jason Herbst
CEO
Mike Parmar
Chief Information Officer - CIO | CTO
Company data provided by crunchbase