AV Support Technician - Tier 1

• Location 8403 Sunstate Street,Tampa, FL, 33634,United States
• Base Pay $16.00 - $20.00 / Hour
• Job Category Employee
• Relocation Expense Covered No
• Employee Type FT Non-Exempt
• Required Degree NONE
• Manage Others No

The Support Center Technician Level 1 will be responsible for providing first-level technical support to customers, resolving technical issues, and ensuring high-quality customer service. The technician will work as part of AVIT's technical support team and will report to the AV Lead and Service Manager.

• Respond to customer inquiries through phone, email, and chat in a timely manner
• Troubleshoot and resolve technical issues related to hardware, software, and AV network systems
• Provide clear and concise technical support to customers
• Basic technical support at the network level: WAN and LAN connectivity, routers, speakers, amplifiers, volume controls, video controllers, DirecTV receivers/equipment, TVs, digital signage.
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• Document customer interactions and resolution in a ticketing system
• Escalate more complex issues to higher-level technicians
• Keep up to date with current technologies and industry developments
• Provide feedback to the team and management to continuously improve service delivery

• Basic understanding of network connectivity.
• Strong troubleshooting skills.
• Ability to manage remote system alerts and notifications.
• Knowledge of
  Connect Wise
  software.
• Familiarity with AV equipment such as speakers, amplifiers, volume controls, video controls, DirectTV, and digital signage
• Proficiency in
  MS Office
  .
• Ability to multi-task and a willingness to learn new skills.

• High school diploma or equivalent.
• Call Center/Customer Service Experience
• Strong written and verbal communication skills.
• Familiarity with AV systems, IT fundamentals, or customer service is a plus but not required.
• Strong desire to learn and develop technical expertise.

The Entry Level AV Technician serves as the first point of contact for customers seeking technical assistance. This role involves triaging, documenting, and escalating issues in a clear, professional manner. The ideal candidate will have a willingness to learn AV fundamentals, contribute to a collaborative team, and maintain a flexible schedule outside the normal 9-5 including weekend hours if needed. Occasional travel may be needed.

• Serve as the first point of contact for incoming emails, phone calls, and chat inquiries.
• Collect and document customer information accurately for escalation purposes.
• Monitor internal chat systems and follow up with customers when issues are routed to the AV queue.
• Escalate unresolved or complex issues to senior technicians, management, or specialists.
• Maintain clear and professional communication with customers and team members.