Technician, Onsite Support

Description:
**WHO WE ARE**

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

**WHAT YOU’LL DO**

The Onsite Support Technician will work in partnership with the Customer, management team, Global Helpdesk, and SIG teams to provide on premise support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.

**Day-To-Day Responsibilities**:

- **
End User/White Glove Support**: Scheduled in-room meeting support for special events or end users requiring audio-visual operator support prior to and during the meetings. Assist the client with Concierge services (Large scale user training, Livestream Events, Encore, etc.)
- ** End User Support/Incident Management**: Direct in-room support in response to user reported incidents, as well as escalation management to the client, or AVI-SPL’s Subject Matter Experts. Manage incidents using the client case ticketing system and, when applicable, the AVI SPL system.
- ** End User Support/Training**: Education of end users in the operation of systems to promote a self-service environment. Promote adoption of the client’s meeting room services to the end user community
- ** Room Sweeps**: Operational checks of room system functionality and preparedness.
- ** Preventive Maintenance**: Scheduled full system checks and hardware service with the support of AVI SPL technical resources.
- ** System Maintenance/Problem Management**: Repair and restoration of audio-visual systems following a failure with the support of AVI SPL technical resources.
- ** Equipment Repair**: Coordination of repairs to system components.
- ** Reporting**: Development of management systems which will record the metrics and report KPIs relevant to the services delivered.
- ** Inventory Management**: Management of the spare equipment and consumables inventory, and other assets directly related to the delivery of these services.
- ** Meeting Room Assessments (MRA)**:Working with the AVI SPL commissioning specialist and other technical resources, test meeting room functionality and identify any shortcomings to the design standard. Document any issues uncovered during the MRA and work with the relevant AVI SPL resources to bring the rooms up to design standard and certify as complete.

**Items to Consider**:

- This role is located in Toronto. From time to time, travel to other client locations will be required.
- AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.
- This position will work on customer sites and may deal with a construction site type of work environment.

**WHAT WE’RE LOOKING FOR**

**Must-Haves**:

- Hands on familiarity with collaboration technologies, i.e. Microsoft Teams, Zoom or Cisco Webex, etc.
- Understanding of fundamental network infrastructure technologies
- Functional experience and understanding of Microsoft Office 365
- Understanding and familiarity of basic signal flow for audio, video and control technologies
- Ability to work and think independently and meet critical deadlines in a high paced environment
- Ability to effectively communicate with employees, customers and colleagues
- Minimum of 1 - 3 years of high touch end user support, rental/staging experience or audiovisual integration experience

**Nice-To-Haves**:

- Hands on experience with MS Teams Admin Portal or Zoom Management Portal, etc.
- Formal education in electronics or related field preferred
- Preferred external trainings:

- Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft Azure or Office 365
- CompTIA, CCNA or equivalent
- AMX Intro to Networking for AV Professionals
- Crestron Professional Installation
- Extron AV Associate Certification
- AVIXA Quick Start to the Audio-Visual Industry
- AVIXA CTS General Certification
- Collaboration and networking certifications:

- Audio Visual certifications:
**WHY YOU'LL LIKE WORKING HERE**
- Enjoyable and dynamic company culture
- World class tools to help you succeed in your career with AVI SPL
- Robust onboarding plan including job shadowing
- Training and professional development opportunities
- On-site training and other learning opportunities
- Paid holidays, stat days and flex days
- Competitive wages
- Medical benefits, including vision, health, dental and RRSP matc