Onsite AV Service Support Technician

Responsibilities

• The Service Support Technician is the primary point of contact between the client and Diversified, managing project administration, inventory, and onsite AV maintenance and support. The role includes white‑glove executive and event meeting management in a predominantly Zoom/Teams/Crestron environment. Prior corporate or high‑level event management experience is a plus. Work is performed onsite daily at a client in Boston, MA.
• Develop and maintain customer relationships to foster future loyalty.
• Manage inventory flow for the onsite global A/V team.
• Collaborate with project and design teams to ensure client rooms and systems meet requirements and are installed professionally.
• Troubleshoot system issues using a range of test equipment, verify performance, and document findings.
• Escalate issues to Global Service Center Agents, Field Service colleagues, and internal Engineering or manufacturers as needed.
• Work with manufacturers to develop relationships for equipment servicing, including technical support and repair functions.
• Leverage service ticket system and Global Service Center partners to track all time, including travel, troubleshooting actions, next steps, and resolutions.
• Manage hardware and inventory for customers’ Content Management systems.
• Coach and develop junior team members on technical skills.
• Produce accurate, detailed support documentation.

This level of technician will be responsible for performing tasks on client job sites with assistance from the AV team and Diversified support. The role may coordinate with clients, internal tech operations staff, contractors, and subcontractors, requiring a wide range of technical and interpersonal skills. The position requires good diplomacy in working with clients and key stakeholders on the job sites.

The Global Services Onsite Service Support Technician reports internally to client audio‑visual managers and Diversified’s Service Delivery Manager.

• High School diploma or equivalent

• Familiarity with a wide range of audio, video, and networking systems and equipment, including Zoom, Teams, Web Ex, Polycom, Logitech, DTEN, Crestron/Extron, Shure, Cisco, and Brightsign/Appspace content management.
• Good working knowledge of Excel.
• Ability to think independently and make informed decisions.
• Basic to advanced networking skills.
• Strong verbal communication and customer service skills.
• Ability to diagnose, troubleshoot, and resolve technical problems.

• Multiple medical plan options, including HSA & HRA company contributions.
• Dental coverage, including orthodontic benefits.
• Vision plans.
• Basic Life, AD&D, Short‑Term and Long‑Term Disability insurance, and Employee Assistance Program.
• Generous paid time off: 3 weeks PTO plus company holidays and floating holidays.
• 401(k) with company match.
• Paid maternity leave.
• Healthcare and Dependent Care Flexible Spending Accounts.
• Voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services.