Tier 2 It/av Support Agent

Location: Bedford, Nova Scotia

Type: Permanent, Full-Time

Department: IT/AV Support
Reports to: Director, Operations

**About Us**
- **G23 Technologies **_

G23 Technologies is a technology company under the umbrella of Micco Companies providing advanced technology and AV solutions to a mixture of internal and external customers. Micco Companies is a family-owned group of local businesses that oversees a portfolio of companies operating in the restaurant, retail hospitality, fitness, warehousing, logistics, cannabis and beverage alcohol industries. The three pillars of Micco are investing in its people, investing in its business, and investing in the communities it does business in and our exceptional group of dedicated employees has a shared desire to grow our companies, deliver excellent service and support our community.

**Position Overview**

We are seeking a highly skilled and motivated Tier 2 IT/AV Support Agent to join our team. In this role, you will serve as a critical point of escalation for resolving complex IT and audiovisual (AV) support issues. You will work closely with Tier 1 support agents, end users, and internal teams to ensure smooth operation of IT systems, AV equipment, and integrated technologies.

**Key Responsibilities**:

- Provide advanced troubleshooting and resolution for IT and AV-related issues, including hardware, software, and network support.
- Install, configure, maintain, and troubleshoot audiovisual systems, such as video conferencing equipment, projectors, sound systems, and displays.
- Collaborate with Tier 1 support to address escalated tickets and ensure timely resolutions.
- Assist in deploying and upgrading IT/AV hardware and software across the organization.
- Document processes, resolutions, and technical knowledge for future reference.
- Maintain and support AV setups for meetings, conferences, and events, ensuring all equipment operates smoothly.
- Monitor and maintain network connectivity for AV systems and diagnose connectivity issues.
- Train end users on IT/AV systems and best practices.

**Qualifications**:

- 4+ years of experience in IT/AV support or related technical roles.
- Strong knowledge of IT systems, including operating systems (Windows, macOS), networking basics, and common productivity tools.
- Familiarity with audiovisual technologies and platforms (Zoom, Teams, Crestron, Control4, Polycom, etc.).
- Excellent problem-solving skills with the ability to work under pressure in fast-paced environments.
- Strong communication and interpersonal skills, with a customer-focused mindset.
- Certifications such as CompTIA A+, Network+, or CTS (Certified Technology Specialist) are a plus.

This position offers the opportunity to work on a variety of technical challenges while contributing to the seamless integration of IT and AV solutions in a dynamic environment. If you're passionate about technology and delivering exceptional support, we encourage you to apply

**Working Environment**

**Schedule**
- Five (5), eight (8) hour shifts per week
- This position requires participation in an on-call schedule to manage emergency requests outside of standard business hours

**Ability to Commute/Relocate**

Main place of work is Bedford, Nova Scotia. Must be able to reliably commute within Atlantic Canada, including overnights.

**Work Location**

In person

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

Additional pay:

- Overtime pay

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Store discount
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Bedford, NS B4B 1Y3: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT/AV Support: 4 years (required)

Licence/Certification:

- CompTIA A+, Network+, or CTS (preferred)

Work Location: In person

Application deadline: 2024-12-16