Onsite AV Service Support Technician

About Diversified

Diversified is a global leader in audiovisual and media technology. We design and build innovative spaces and experiences for clients across industries such as corporate, entertainment, sports, retail, and government. Our team partners with organizations around the world to create environments that connect people through technology.

At Diversified, you'll work on exciting and complex projects with opportunities to grow your career. We offer a collaborative and flexible work environment, competitive pay and benefits, and a culture that values diversity, inclusion, and innovation. If you're ready to grow, create, and make an impact, Diversified is the place to do it.

• The ideal applicant is looking to join an industry leading audio‑visual employer, Diversified, and work at one of the world's leading innovative healthcare companies. A career and resume building opportunity.
• The Service Support Technician is a highly visible point of contact between the client and Diversified. Working closely with our onsite team and our Service Delivery Manager you will hold multiple responsibilities, similar to project administration, inventory management while maintaining hands‑on skills working with our team who are responsible for onsite maintenance and support of AV equipment while performing white‑glove executive and event meeting management in a mostly Zoom/Teams/Crestron environment.
  
  Prior corporate or high‑level event management experience is a plus. Work would be performed onsite daily at client located in Boston, MA.
• Prior experience in onsite corporate AV management, field technician, project administrator would be a plus. Must be professional in dress and communication skills. You will be a key member of a Global AV team gaining experience in all facets of Corporate AV skills. This is a full‑time permanent position with Diversified.

• Provide customers with an elevated level of AV, Broadcast and UC support.
• Develop an on‑going customer relationship, resulting in future customer loyalty.
• Manage inventory flow for onsite global A/V Team.
• Work with project teams and design teams to ensure all client rooms and systems are designed to customer requirements and are installed to a professional level.
• Troubleshoot system issues to determine and find resolutions, using a wide range of test equipment to troubleshoot, verify and document performance.
• Escalate issues for further support through Global Service Center Agents, Field Service colleagues and ultimately internal Engineering and/or Manufacturers as necessary.
• Work with manufacturers to develop relationships related to equipment servicing (technical support, securing return authorizations, complete repair functions required to resolve customer issues).
• Leverage service ticket system and Global Service Center partners to track all time including travel (to and from), troubleshooting actions, next step actions, recommendations and/or resolution.
• Manage hardware and inventory for customer's Content Management system.
• Coach and develop less experienced members of the team on technical skills.
• Produce accurate, detailed support documentation.

This level of technician will be responsible for performing tasks on client's job sites with assistance from AV team and Diversified support. This position may be responsible for the coordination with clients, other internal tech ops employees, contractors, and subcontractors. This position requires a wide range of technical and people skills to perform successfully.

Decision Making Authority:
This position requires good diplomacy in working with our clients and other 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 but not limited to:
  • Zoom
  • Teams
  • Web Ex
  • Polycom
  • Logitech
  • DTEN
  • Crestron/Extron
  • Shure
  • Cisco
  • Brightsign/Appspace content…