On-site Service Technician

3 weeks ago

Toronto, Canada Diversified Full time

At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference - whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations.

Our dedicated teams craft solutions experienced by millions every day including:

- Fostering communication and collaboration within multi-national companies worldwide

What part will you play?
This position provides operational and technical support of installed Audio Visual equipment and systems located within huddle spaces, meeting rooms, boardrooms, executive spaces, divisible conference rooms, collaboration rooms, auditorium and open areas.
What will you be doing?
Working knowledge or strong ability to provide technical support for: Advanced AV Systems, Display technologies from Samsung including Samsung Magic Info, Microsoft Surface Hubs, Microsoft Teams based devices such as Crestron Flex, Room booking systems, Biamp Audio (Program and Speech, DSP based systems; Projection and Display Devices; Video Wall Display Systems; Digital Signage Systems; Streaming, Webcasting, Wireless Microphones / RF Systems; PTZ Wall Cameras and Crestron XIO, Dante Domain Manager
- Respond to escalated 3rd level customer support issues.
- Working within a support desk environment with ability to document and follow through on executing outstanding service tickets.
- Conduct regular system checks and Preventative Maintenance visits / reports to identify trends, improvements, and ongoing issue resolution through manufacturer.
- Ongoing Daily/weekly preventative maintenance visits and reporting to the Service Team to ensure equipment and customized space functionality is ready for use.
- Work with manufacturers to develop relationships related to equipment servicing (technical support, securing return authorizations, complete repair/replacement functions required to resolve customer issues)
- Identifying defective or failed equipment and take ownership to resolution, escalation, replacement of spares and updating asset inventories.
- Interface with equipment manufacturers, developers, engineers, and project managers on the client’s behalf to provide resolutions for highly complex systems.
- Provide an accurate diagnosis of faults, removal, repair, test, implementation and operation of all aspects of audio visual, video conference, display and presentation technologies.
- Participate in and drive continuous improvement activities across AV technologies and collaborate with client’s business technology team to improve/evolve technology solutions.
- Provide customer with an elevated level of AV tech competencies & support
- Develop an on-going customer relationship, resulting in future customer loyalty

**Physical Working Environment**:

- Client Site, Office Building, located downtown Toronto. Reporting to site daily.

What do we require from you?

**Education/Certifications**:

- High School graduate.
- A two-year diploma from a Technical School, or equivalent experience.

**Required/Desired Knowledge, Experience and Skills**:

- CTS certification from AVIXA + manufacturer certs (Evertz, Biamp, Crestron, Microsoft, Samsung, Magic Info)
- Competencies in AutoCAD / Visio adequate to read drawings for rack layout & cabling
- Preference given to 3-5 years of experience conducting site surveys; constructing racks; pulling cable; installing projectors & sub-mounts; crimping / punch-down connections.
- Competencies in Microsoft Teams, Surface Hub, and video IPTV, Streaming, Webcasting products.
- Understanding of AV Networking, System Administration, and backend AV system. Desired.
- Competencies in Crestron control systems (trouble shooting, basic communication concepts and protocols).
- Must be able to be very client facing and work with high level executives in high pressure meeting situations.

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