Audio Visual Service Technician

WHO WE ARE

Through our offering of furniture, walls, and audio-visual solutions, Continua Interiors is on a mission to transform the way people work, learn and heal across the Midwest. Continua places great importance on fostering a supportive work environment that values culture, community, and connection with both team members and clients. We are not just a company but a movement reshaping the dealer landscape across the Midwest.

OUR CORE VALUES

Strive To Be Great | Do Hard Things | Stronger Together | Own It

POSITION OVERVIEW:

The AV Service Technician is an advanced service-facing technical role responsible for diagnosing, resolving, and commissioning commercial AV systems in the field. This role blends core service responsiveness with field engineer-level technical capability and requires strong experience in AV troubleshooting, UC platforms, DSP/control systems, and customer-facing communication.

This position supports a growing, high-performing service department by improving first-time fix quality, reducing repeat issues, and strengthening client confidence through technical competence and professional execution. This role is an AV "Swiss Army knife"-a multi-skilled problem solver who can step into a wide range of technologies and service needs.

ACCOUNTABILITIES:

• Service and System Maintenance
• Quality Assurance and Commissioning
• Service Documentation & RCA
• Customer Experience
• Efficiency and Resolution Accuracy

WHAT YOU'LL BE DOING

• Troubleshoot AV system issues using internal resources, manufacturer support, and external partners to identify root cause and implement solutions.
• Remotely diagnose client systems and provide solutions when onsite presence is not required.
• Perform onsite service work including repair, replacement, configuration, testing, and final verification of system performance.
• Triage support tickets and prioritize response based on urgency, impact, and scope.
• Communicate issue status, completion details, and open items with the Service Coordinator and service leadership.
• Provide Tier 2 escalation support for standard service issues and on-call support for customers with active service agreements (including Tier 1 and Tier 2 clients) as assigned.
• Commission standard conference rooms end-to-end, including system validation, optimization, and functional verification.
• Diagnose DSP, control, and UC-related issues across integrated AV environments.
• Interface with clients onsite to explain findings, next steps, and provide end-user guidance or basic system retraining as needed.
• Coordinate effectively with client IT teams, Project Managers, and cross-functional AV teams to resolve issues efficiently.
• Complete service call tickets with clear technician notes, parts used, resolution steps, and follow-up needs.
• Support Root Cause Analysis documentation by gathering accurate technical findings and resolution details.
• Provide backup support to the AV Service Help Desk, including service ticket support and RMA tracking.
• Support internal showroom AV needs and provide backup coverage for other Service Technicians.
• Mentor junior technicians informally through job-site support, troubleshooting guidance, and best-practice coaching.
• Attend internal and customer meetings as required.
• Maintain a clean and safe worksite and secure tools at the end of each day.
• Deliver end-user training and system guidance across a variety of AV environments.
• Other duties as assigned by manager.

WHAT YOU SHOULD HAVE

• High school diploma or equivalent.
• 5+ years of experience in commercial AV service, field engineering, commissioning, or a closely related AV technician role
• Technical training, associate degree, or equivalent work experience in AV, electronics, IT, or a related field preferred.
• AVIXA CTS certification required.
• Q-SYS Level 2 and Q-SYS Control & UCI (Intermediate and Advanced) certifications required.
• Dante Level 3 certification required.
• Netgear AV Network Certification Level 2 required.
• Crestron training path (CTI-P101 Foundations of Crestron Programming, SIMPL Programming, and Crestron Construct) required.
• Shure technical training (Designer How-To videos, Intelli Mix Room Technical Enablement, and Intelli Mix P300 / ANIUSB-MATRIX Technical Enablement) required.
• CTS-I and additional manufacturer certifications in Poly, Cisco, Extron, or related AV/UC platforms preferred.
• Advanced troubleshooting ability across commercial AV systems
• Strong working knowledge of commercial AV platforms, signal flow, and system diagnostics
• Strong working knowledge of Crestron, Q-SYS, and Shure software/platforms
• Experience troubleshooting and supporting UC environments (Microsoft Teams Rooms / Zoom Rooms preferred)
• Ability to read and understand schematics and use diagnostics effectively
• Ability to commission and verify standard commercial AV conference room systems
• Experience with networked AV systems and audio networking concepts
• Ability to coordinate technical issue resolution with clients, IT teams, and internal partners
• Strong customer service, communication, organization,…