Audiovisual Service Technician

**Job summary**:
Founded over 40 years ago, Solotech is a world leader in audiovisual and entertainment technology with 18 strategic locations in Canada, the United States, the United Kingdom and China. Thanks to an inventory encompassing over 300 renowned manufacturers, Solotech is the single source for audio, video, lighting, rigging, soft goods, control and collaboration solutions and services. The company is internationally recognized for its expertise in Live Productions and Systems Integration in various markets, namely music, sports, business, culture and education. Clients can also benefit from its Service Center, Online Store and virtual technology know-how. Solotech is fully supported by three major shareholders: Claridge, Desjardins Capital and Investissement Québec. The company employs 1,360 professionals in its offices located in Los Angeles, Las Vegas, Nashville, Miami, Orlando, Pensacola, London, Birmingham, Manchester, Calgary, Toronto, Montreal, Ottawa, Quebec City, Saguenay, Halifax, Macau and Hong Kong.
This role is central to assist our customers to provide outstanding customer service while providing immediate technical support. The incumbent is responsible for all incoming requests as well as identifying, investigating, and resolving problems with audiovisual equipment and their integration. The technician needs to get familiar with Solotech’s offer of equipment and services to assist our customers in the best way possible. This role is a combination of technical knowledge and the willingness to make a difference in terms of customer experience.
**Your day will look like this**:

- Provide remote technical support and follow up until the issue is resolved
- Monitor the technical support ticket system
- Analyze and resolve technical issues and escalate to appropriate resources as needed
- Document the problem at all stages in the client's file for a transparent process
- Provide excellent customer service
- Assist the Service Center team as needed with various related tasks
- During less busy periods, provide technical input into the development and integration of software solutions for ongoing projects

**Your profile**:

- Hold a diploma in the audiovisual field or equivalent experience (3 to 5 years of experience in a similar position)
- Knowledge of consumer and commercial sound, video projection and lighting equipment
- Knowledge in networking
- Have a basic knowledge of home automation systems (Crestron, AMX), videoconferencing systems (Polycom, CISCO, Zoom, Teams), lighting systems (DMX), and digital audio processing systems (Bose, Biamp, QSC, Dante) (an asset)
- Call center or helpdesk experience (an asset)
- Knowledge of Salesforce CRM (an asset)
- Use of critical thinking and analytical skills
- Be able to communicate effectively in English and French
- Strong interpersonal skills to accomplish goals through collaboration and coordination
- Strong organizational skills; be able to manage priorities adequately
- Investigation skills; Be able to work with limited information
- Be comfortable to work in a fast-paced environment and willing to adapt to change
- Self-motivated to work independently
- Interest in learning new technology
- Proficiency in Spanish (an asset)

**Our offer to you**:

- Competitive compensation and group insurance plan, including telemedicine service
- Corporate savings plan with employer contribution
- Skills development activities and opportunities for career advancement
- Reimbursement of professional fees required for employment
- Reimbursement of professional development fees
- Work environment conducive to personal health and well-being
- Recognition program
- Employee assistance program

**We thank all applicants for their interest in Solotech, however, only those selected for an interview will be contacted.

**Job Types**: Full-time, Permanent