AV Support Technician

Job Description

A market leader in integrated technology ecosystems for healthcare training is Education Management Solutions (EMS). Our solutions address changing demands in clinical simulation management, competency-based education, integrated multimedia, virtual clinical and therapeutic decision-making, and interprofessional team development. EMS, which is currently commemorating 30 years of innovation, is a driving force behind several customer-oriented solutions that have accelerated patient safety and healthcare training across verticals.

The A/V Support Engineer is responsible for communication/coordination with customers and other departments for troubleshooting/service/repairs of hardware, communication/coordination with customers and other departments, and equipment maintenance and support upgrades. The candidate must have a strong desire to leverage their technical, critical thinking, administrative and communication skills to maintain the highest EMS product and service quality and to support other departments to ensure EMS success.

Essential Functions

Process and resolve Zendesk tickets in the Production queue according to the EMS SLA

Work with clients to gather all the pertinent information to assess the situation

Schedule service calls for troubleshooting/service/repair of hardware

Create service documentation and provide to the scheduled technician and the client

Confirm with the technician and the client the day prior to the scheduled service

Support the on-site technician

Complete and upload the service documentation

Follow through with the client

Maintain the Production queue to ensure the client is being kept up to date; tickets updated daily

Request necessary hardware for repair from Procurement

Assist with Service Calls on an as needed basis

Process RMA on site when possible, or once defective device is retuned to EMS.

SKILLS AND ABILITIES:

Knowledge of computer applications such as Windows Operating Systems, Windows Server, enterprise web and client applications and Microsoft Office Suite, A/V and IT systems integration, networking, Microsoft servers, IT infrastructures

Knowledge of Creston, BIAMP, DSP audio

Ability to read and interpret wiring diagrams, system design drawings and architectural drawings

Strong verbal and written communication skills

Client-friendly attitude, strong customer service skills

Skilled at managing relationships with customers in high stress situations

Must be able to multi-task and prioritize calmly and rationally

Ability to provide excellent support through all phases of the service cycle, i.e. documenting, monitoring and tracking issues to ensure timely resolution

Ability to communicate and work together with other departments to solve problems

Basic knowledge of audio and video

EDUCATION AND EXPERIENCE:

AVIXA CTS certification preferred or required within six months of employment.

IT and networking technology background required, Cisco switches preferred.

1-3 years related experience in Audio-Visual systems installation in commercial and/or CCTV.

Crestron control systems experience preferred.

BIAMP programming experience preferred.

Must have a valid driver's license

Experience with installations and project management

Experience with service calls

Experience with Zendesk ticketing system.

Travel Requirement: less than 20%