AV Support L1

Job Summary:
As an AV Support Analyst, the primary focus will be on audio & video support for all conference rooms, customer facing areas, and training rooms across specified locations. This role will work closely with our A/V engineering and network engineering teams on the implementation of collaboration services within offices and new room/equipment rollouts. Additionally, this role also manages inventory of conference room hardware, documentation of all rooms and locations, as well as collaboration services offered in each room and requires some nights and weekend support.

Required Skills/Experience:
Experience supporting and troubleshooting A/V connectivity issues across a variety of technologies, to include Google Chromebox for Meetings (CFM), Google Hangouts, Qsys/QSC, Crestron, Zoom, WebEx, GoToMeeting and Cisco Telepresence.
Experience with troubleshooting Crestron AV Equipment using Toolbox and XPanel.
Provides customer service focus, analytical, problem-solving and teamwork abilities
Ability to learn and adapt quickly to new technologies and business requirements in a fast-paced, dynamic global environment and apply the new knowledge, understanding, or skill to practical use on the job
Approaches change objectively to treat change and new situations as opportunities for learning and growth, furthering learning through trial and error
Takes initiative to work, develop solutions and make technical recommendations independently, taking work items through to completion with minimal direct supervision
Communicates appropriately across multiple levels of the internal organization to assess understanding of both customers and other IT staff and has the ability to present messages in various ways to enhance understanding
Ability to leverage attentive listening to understand the needs of the customer and empathize with them
Ability to properly identify and prioritize projects and operational tasks effectively to complete deliverables on time.
Bonus Skills/Experience:
Experience with Dante AV-over-IP Networking (Level 2 Preferred)
Experience with Q-SYS systems and control platform (Level 1 Preferred)
Experience troubleshooting basic network connectivity and security related issues to include Firewalls, Endpoint Patching, Network Access Control, VLANs, etc.
Experience with Inventory management of conference room hardware
Experience working with vendors to initiate and track service requests
Experience onboarding and training new A/V team members
Knowledge of Active Directory Architecture
Experience being a escalation point or SME (Subject Matter Expert) for other team members around AV related items
Contributions to ensuring content accuracy and updating internal and customer support documentation
An Industry Specific Certification: A+, Network+, Security+, MCP, etc
Proven track record in customer service

Mandatory Skills
EUC L2 or L1/ for an experienced MAC profiles