AV Service Support Specialist Site Lead

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.

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.

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 also serve as the on-site liaison between the client, Diversified, and the other members of the on-site team. 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 work on site Monday-Friday for eight (8) hours per day (noting that lunches are not included in the 8-hour total). Start and end times will be determined by Diversified and the client. Overtime may be required upon request.

• Responsible for Daily operations, process and workflow. Lead on site point of contact for issues and service fulfillment.
• Assist with customer meetings, Town Halls and executive white glove service. You are the first responder to customer issues.
• Ability to conduct staff trainings and coordinate with the client for any staff needed to run meetings.
• Capture metrics to be provided upon request documenting ticket and activities.
• Identify Customer issues and needs by maintaining excellent relationships.
• Be engaged in tracking activities and team utilization.
• Provide Tier 3 support to troubleshoot and resolve issues for existing technology space.
• Maintain professional appearance appropriate for an office/corporate environment.
• Demonstrate a helpful, service-oriented attitude.
• Be approachable and easy to work with.
• Work under client staff direction for weekly assignments and tasks.
• Communicate proactively rather than waiting for direction or issues to arise.
• Ability to lead small teams and manage your own schedule effectively.
• Work closely with on-site personnel and internal customer teams, acting as an extension of the client team.
• Notify the Diversified manager of any on-site issues, changes, or customer feedback (as a Diversified employee).
• Schedule and coordinate weekly room cleanings and spot checks.
• Maintain and provide a troubleshooting checklist of rooms serviced.
• Provide bi-weekly updates to the Diversified management team and client (as requested).
• Daily on-site AV system troubleshooting, maintenance, and repair.
• Phone and email support as requested/required.
• Meeting/Event support including set-up, in-meeting assistance, and break down/post meeting support.
• Preventative maintenance and daily AV system and conference room checks to ensure high levels of operational readiness.
• Leadership or participation in systems test planning and test execution.
• Leadership and participation in the validation of operational readiness through documentation,…