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Av Remote Support Specialist

2 weeks ago

Niagara Falls, Canada Design Electronics Full time

Design Electronics is widely known for providing the best in cutting-edge custom installations and employing the latest technologies from notable brands who offer audiovisual, lighting, control, and security system products. Our projects are delivered on time, on budget, with unmatched service.

We are headquartered in Niagara Falls, Ontario. Our 30,000 sq. ft. research and development and custom-fabrication facility houses a dynamic team of sales professionals, system designers, certified technicians and engineers, and installers.

We offer a complete turn-key service, ensuring seamless integration over every entire installation process and guaranteed customer satisfaction. Our team has vast experience in the industry, and our technical team has an impressive list of specialized certifications. We have InfoComm Certified Technology Specialists (CTS), Crestron Master Programmers, Savant Programmers, and Certified Surveillance System Installers/Technicians, and several of our professionals have Crestron Designations and Lutron Certifications.
- **About the Role**_
Reporting to the Service Manager, the **AV Remote Support Specialist** will be responsible for responding to customer inquiries with a key focus on performing advanced remote support for our clients. This role requires technical proficiency in remote troubleshooting and isolating issues for integrated systems, including audio, video, access control, digital surveillance, conference, network, room control and home automation systems.

**Comparable Job Titles**_: Technical Support Specialist._

**Type**:Full Time | Permanent

**Schedule**:Day Shifts | On-call (occasional)

**Hours per Week**:44 hours per week

**Education**:Highschool (required)
- **Why Join Us?**_
- We are a family-based environment, with an experienced team of audio-visual professionals.
- We offer an opportunity for career growth and professional development.
- Located in the beautiful Niagara Region, Ontario.
- **What We Offer You**_
- $30 to $35 per hour, commensurate with experience.
- Performance-based incentives and bonuses.
- Competitive health benefits.
- Opportunity for career growth and professional development
- Discounts on personal electronics purchases.
- **Your Impact**_
- Provide technical support and escalation path for key clients, service team members, and field resources.
- Troubleshoot advanced systems and work with manufacturers support team to resolve issues.
- Identify and solve issues that will impact the integrity of systems - both internal and external.
- Lead the process from service incident to resolution by diagnosing, troubleshooting, and fixing issues at a system and component level.
- Interface with external/internal clients, manufacturers, and vendors as needed.
- Attend client sites to perform diagnostics, troubleshooting and implement fixes, as required.
- Train and develop the Service Team Members on service procedures, systems, and diagnostic techniques.
- Contribute lessons learned to the Company knowledge base.
- Participate in and support the afterhours Technician on-call program.
- Accurately log tickets and resolutions into ERP system; maintain vigilant maintenance of this process
- Prepare tickets for invoicing.
- Coordinate resources, products, and logistics.
- Maintain and file all repair records, reports, and other documents as required.
- Recognize and escalate deeper and more complex issues when necessary or other appropriate personnel.
- Perform other duties as assigned based upon business need.
- **About You**_
- High school diploma or GED is required.
- 10+ years’ experience in leading, and developing technicians in systems installation, integration, testing, troubleshooting, and commissioning, and system support is required.
- Demonstrable knowledge of audio, video, control, lighting and networking systems and standards.
- Experience interfacing with builders, trades, consultants, tech support, end users.
- Excellent written and oral communication skills, including strong interpersonal and customer service skills.
- Experience in reading/understanding architecture, electrical, structural & AV systems drawings
- Leadership and mentor other members of the Service team, as well as field resources
- A teachable disposition and a willing attitude towards continuing education.
- Analytical and problem-solving/troubleshooting abilities with deductive reasoning skills.
- Extensive experience working in a team-oriented, collaborative environment
- PC and network knowledge.
- Operation of ticket-based ERP systems.
- Must hold a valid G-level Ontario driver’s license.
- Bondable and have a clean record for Level 3 security clearance.
- Proficient working skills with Microsoft Office Products.
- Ability to think and work independently with keen attention to detail.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to lift and transport moderately heavy equipment (up to 50 pounds).
- Physicall