Audio Visual Support Services Technician

Job description

About Diversified:

Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world’s most experiential environments.

Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations.

Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.



What to Expect:

At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be.

With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job.

We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.



As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible.

Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.



IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.





How You’ll Contribute:

This position provides technical and operational support of audio-visual equipment and systems located within the following types of environments: Business/corporate offices, single and divisible conference rooms, training rooms, collaboration rooms, and open areas (digital signage).

This position will work hand in hand with two other Diversified technicians currently on-site.

Diversified provides financial support and paid time for continued education leading to industry certifications and employee career development.



The Support Services Technician will be required to be on site Monday-Friday for eight (8) hours per day.

Typical daily schedule will be 8am – 5pm.

These hours may be adjusted based on meeting and event needs, including earlier starts, later end times, and overtime will be required.





What You’ll Do:

The job responsibilities of the Audio-Visual Support Services Technician include the following:


+ Exercising advanced technical skill level abilities to perform routine maintenance of advanced AV/technology related systems – including preventive maintenance, troubleshooting and break/fix repair of faulty systems and equipment.



+ Work with existing onsite Diversified technicians and the client

+ Oversight for planning and implementation of process improvement principles required to maintain AV technologies in critical areas such as training rooms, video walls, meeting rooms, conference rooms, and AV spaces.



+ Support executive level meetings with tasks such as meeting start up, monitoring, and active troubleshooting.



+ Oversee repair and service of all AV equipment while planning and implementing improvements in AV equipment.

Act as the technical escalation point for all AV equipment and related issues.



+ Work with the client team in the scheduling of meetings, and preparation of meeting room accommodations for end-users.



+ Daily/weekly room sweep scheduling and execution, with reporting to the client to ensure equipment and customized space functionality is optimized and ready for use.



+ Bi-Annual preventative maintenance of rooms at the designated client site.



+ Identify defective or failed equipment and take ownership to resolution.

Provide support for troubleshooting and maintenance of AV/multi-media systems.

Provide problem identification, diagnosis and resolution of problems pertaining to medium to high complexity AV/multi-media systems.



+ Interface with equipment manufacturers, developers, engineers, and project managers on the client’s behalf to provide resolutions for highly complex systems.



+ Conduct safe and correct diagnosis of faults – including removal, repair, tests, implementation, and operation of all aspects of audio visual, video conference, display and presentation technologies.

Manage the daily activities of configuration and operation of AV/multi-media systems.



+ Participate in and drive continuous improvement activities across AV technologies and collaborate with client to improve/evolve technology solutions.



+ Provide assistance to users in accessing, using, and diagnosing AV/multi-media systems.



+ Track, update, and report on AV ticket issues and support requests – showing progress as reported issues transfer from initial reporting date/time through final resolution date/time.

Provide regular reporting of current and historical analytical data to meet measured client metrics.



+ Interface with client executive and “C” level personnel in a highly professional manner.



+ Ensure compliance with client HR and Labor regulations, benefits, PTO, safety rules, etc.



+ Collaborate with local Service management concerning actions, including but not limited to end-user provided training.



+ Communicate effectively with clients to ensure that all technical issues are resolved promptly and satisfactorily.



+ Participate, as needed, in Client escalations/analysis requests.



+ Follow all safety procedures and always adhere to the customer's security and confidentiality policies.



+ Communicate effectively with the client and Diversified remote team to inform the ticket resolution progress.



+ Required to attend client team AV meetings regularly, and collaborate effectively with their internal AV engineering team

+ Ability to find creative in the moment solutions to break fix problems, so meetings can continue to operate while searching for a long-term solution.






What You’ll Bring:

Education & Certifications:


+ High school diploma or equivalent

+ CTS certification from AVIXA and/or manufacturer certifications (QSC, Cisco, Clear One, Crestron, Extron, etc.)




Required Skills/Qualifications:


+ CTS certification from AVIXA and/or manufacturer certifications (QSC, Cisco, Clear One, Crestron, Extron, etc.)

+ 3+ years of experience in enterprise level AV support

+ Competencies in AutoCAD / Visio adequate to read drawings for rack layout & cabling

+ Preference given to three (3) years of experience conducting site surveys; constructing racks; pulling cable; installing projectors & sub-mounts; crimping / punch-down connections

+ Competencies in Video Conferencing products (Cisco preference)

+ Competencies in QSC control systems (trouble shooting, basic communication concepts and protocols)

+ Competencies in Crestron control systems (trouble shooting, basic communication concepts and protocols)

+ Basic wiring skills

+ Experience testing and troubleshooting complex AV systems, as well as strong knowledge of proper equipment rack wiring standards and event best practices

+ Experience with major industry manufacturers including QSC, Crestron, Cisco, Microsoft, Biamp, Shure, and/or Poly

+ Experience with Advanced AV Signal Flow Diagramming and Advanced Troubleshooting

+ Knowledge of signal flow for: audio, video, control systems, lighting, networking, access control, phone systems, and camera systems

+ General proficiency with computers and specialized software applications specific to the AV industry (i.e. Crestron; the use of programs such as MS Excel, Outlook, Project, Word)

+ Must present well as client facing and working with high level executives within high pressure meeting situations

+ Proactive personality when it comes to finding issues, staying busy, and supporting the onsite clients

+ If taking public transit, you will still be responsible for arriving at work at your designated start time.

Ensure you have reliable backup transportation if necessary.



+ Must be able to stand, kneel and/or crouch for long periods of time

+ Must be able to work in high places, as well as small, cramped places

+ Must be able to work in hot humid places, as well as cold places

+ Must be able to properly use hand/power tools, ladders, and subsequent safety equipment

+ Must be able to lift/maneuver up to 75 lbs, use hand tools, ladder, and have the physical ability to frequently: bend, kneel, stand, and walk for extended periods of time

+ Must pass a background screen and drug test.









What We Offer:

Along with competitive compensation, you will be eligible for the following benefits:


+ Multiple medical plan options to suit your family’s needs

+ Dental (including orthodontic coverage) and vision plans

+ Company paid Basic Life, AD&D, Short-Term and Long-Term Disability Insurance, and Employee Assistance Plan (EAP)

+ Healthcare and Dependent Care Flexible Spending Accounts (FSA)

+ 401k with Employer Match

+ Paid Time Off and Paid Holidays

+ Voluntary Benefits: Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Term and Dependent Life and AD&D, and Legal Services

+ Commuter Benefits

+ And much more


To learn more about becoming part of the Diversified team, visit us at our career site (https://onediversified.com/careers/careers-at-diversified) or email us at careers@onediversified.com.



Diversified is an equal opportunity employer committed to fostering an inclusive and diverse workplace.

All aspects of employment will be based on job requirements, individual qualifications, merit, performance, and business need.

We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.

We believe in fair and equitable hiring practices and strive to create an environment where all individuals feel valued and empowered.



If you require a reasonable accommodation to participate in the application or interview process due to a disability, please contact careers@onediversified.com so we can assist you.



Our compensation ranges reflect the cost of labor across several US geographic markets.

The pay details below range from our lowest geographic market up to our highest geographic market.

Pay is based on several factors including market location and may vary depending on job-related knowledge, skills and experience depending on the position offered, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.




Job Details

Job Family Customer and Product Support
Job Function Client Support
Pay Type Hourly
Hiring Min Rate 35.52 USD
Hiring Max Rate 43.32 USD

Required Skill Profession

Other General