AV Service Technician

The AV Service Technician diagnoses, repairs, and maintains complex mechanical and electrical AV systems. This role requires technical expertise, problem-solving abilities, and customer service skills.

• Perform reactive break-fix service, preventative maintenance, and warranty support for commercial Audio Visual (AV) systems.
• Diagnose and troubleshoot AV system faults across control systems, audio, video, conferencing, DSP, switching, and network-connected devices.
• Restore customer systems to operational status while maintaining agreed service level objectives (SLAs).
• Conduct preventative maintenance inspections, firmware updates, software maintenance, and system health checks in accordance with manufacturer recommendations.
• Identify root cause of recurring issues and provide recommendations for permanent corrective actions.
• Program adjustments and minor configuration changes where required to restore system functionality.
• Complete service documentation including work performed, test results, photographs, recommendations, and accurate labor entries.
• Communicate professionally with customer stakeholders, providing clear updates on system status, repair activities, and next steps.
• Coordinate material requirements, RMAs, and vendor technical support when escalation is required with support resources.
• Verify system operation following repairs and perform functional testing before returning equipment to service.
• Maintain company tools, test equipment, and service vehicle in a safe and professional condition.
• Participate in on-call rotation and provide after-hours support when required.
• Maintain compliance with company safety policies and customer site security requirements.
• Identify opportunities for lifecycle replacement, upgrades, and service improvements, communicating recommendations through the Service Manager and Account Executive.
• Respond to emergency service calls promptly and efficiently to minimize customer downtime and inconvenience.

• Structured fault-finding and analytical thinking.
• Strong communication and professionalism.
• Technical documentation and note-taking in ticketing systems.
• Time management and prioritization.
• Attention to detail and documentation accuracy.
• Ability to work independently with minimal supervision.
• Commitment to safety and quality workmanship.
• Continuous learning and manufacturer certification development.

Experience

• 1-3 years supporting commercial AV systems.
• Able to perform preventative maintenance and basic break-fix activities with guidance.
• Familiar with standard conference room technologies and common AV hardware.

Technical Skills

• Basic troubleshooting of displays, projectors, microphones, speakers, and cameras.
• Understand signal flow fundamentals.
• Replace defective hardware and cables.
• Basic networking knowledge (IP addressing, PoE, switches).
• Complete preventative maintenance inspections.
• Read basic drawings and documentation.
• Escalate complex issues appropriately.

Preferred Certifications

• Manufacturer online training.
• Basic safety certifications.

Experience

• 3-6 years commercial AV service experience.
• Independently support enterprise customers.
• Performs advanced troubleshooting with minimal supervision.

Technical Skills

• Diagnosing hardware, software and network related AV faults.
• Support DSP systems, control systems, and video conferencing platforms.
• Perform firmware upgrades and configuration changes.
• Read and interpret system schematics.
• Complete commissioning-level testing following repairs.

Preferred Certifications

• Crestron P201/P301.
• Extron certifications.

Experience

• 7+ years enterprise AV engineering and service experience.
• Escalation resource for complex technical issues.

Technical Skills

• Advanced diagnostics across enterprise AV environments.
• Root cause analysis of recurring system issues.
• Advanced DSP tuning and troubleshooting.
• Control system diagnostics and modifications.
• AV network architecture and troubleshooting.
• Large room and divisible space support.
• Manufacturer escalation coordination.
• Technical mentoring and knowledge transfer.
• Support lifecycle recommendations and technical standards.

Preferred Certifications

• CTS-I or CTS-D.
• Advanced Crestron certifications.
• Advanced Biamp certifications.