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AV/IT Technical Support II (Perm)

Boston, MA 02115

Posted: 09/21/2023 Employment Type: Direct Hire/Perm Job Category: Infrastructure & Helpdesk Job Number: 579388 Country: United States Is job remote?: No

Job Description

AV/IT Technical Support II
Location: Boston, MA; Hybrid
Salary: up to $70,000 per year DOE
Benefits: Health, Dental, Vision and more
Planet Technology's client is seeking an AV/IT Technical Support II full time employee. In their AV/IT services & onsite support group, you'll work with them in a vibrant, dynamic environment that is shaping the future! They are looking for a Learning & Event Technology Specialist with a focus on AV in the live event and classroom support area to join our energetic & diverse team. LETS supports all AV/IT related services across their Boston campus and also has a team that handles AV/IT installation, repair and maintenance and design of new systems. Again, this position is part of the team supporting meetings, events and the teaching and learning mission by providing best-in-class support to stakeholders in their use of classroom technology. This position leverages knowledge of livestreaming, web conferencing, full set AV experience and excellent client services skills. This Technology Specialist role will also assist with Tier I AV repair and maintenance of spaces running Crestron systems in-room and through virtual control. All staff on the team are trained to do Tier I repair and assist with system installations when needed. Many of our projects are coordinated with external AV integration partners, except for digital signage and flat panel installations, which are often handled in-house. Any previous experience in these areas would be helpful. The LETS positions uniquely offer our staff the opportunity to participate, develop skills and grow across a broad range of AV/IT areas.

Job Responsibilities:
  • Operate, maintain, repair, troubleshoot and provide advanced level support for a wide variety of established and emerging AV, classroom, computer, and media technology systems
  • Serve as a Tier II AV/IT technical expert and escalation resource in the area of live events (including virtual, hybrid and in person meetings), system diagnostics and proactive room checks

Required Skills
  • Minimum 5 years’ experience in a related AV technology support environment
  • Experience with an ITSM ticketing system such as ServiceNow
  • Certified Technology Specialist (CTS) preferred
  • Must hold a valid driver's license
  • Must be able to lift moderately heavy equipment (up to 75 lbs.)
  • Provide advanced level technical support for all technology used in classrooms, meetings and events, including hybrid, virtual, high profile and VIP events
  • Focus is on consistently providing best in class support to the technology Client community of faculty and staff
  • Technical expertise and system support areas include: livestream, BYOD, web conferencing, learning management, audience response, digital signage, displays, PC and Mac hardware and software, Unified Communications, audio/visual control and switching equipment, projection equipment, lecture capture, and video recording and production equipment, projectors, audio amplifiers and mixers, various audio and video switching devices and electronic control systems, sound reinforcement and lighting set-ups
  • Experience troubleshooting and working with Biamp, Dante and other audio solutions
  • Experience with digital signage solutions helpful
  • Mentor Level I LETS staff members in the delivery of technical support and customer relationship management regarding complex systems and services to high level Clients
    • Knowledge of AVoIP, virtual control of AV systems and AV networking strongly preferred
    • Other Practical Networking experience e.g., subnetting, routing, VLANs, multicast
    • Experience supporting Crestron systems and using Crestron Toolbox. Crestron programming experience helpful, but not required

Soft Skills
  • Must possess excellent interpersonal communication skills
  • Excellent customer service skills and a high level of independent decision-making are critical
  • Must be an energetic, self-directed, motivated, and professional individual who thrives in a fast-paced, dynamic environment
  • Apply independent judgment and improvisation to prioritize incident tickets, planned events, project activity, etc., and improvise as needed to ensure the most urgent incidents and requests are handled efficiently and effectively to the satisfaction of our Clients
    • Demonstrate patience when problem-solving complex technical issues and be open to training other staff on areas of subject matter expertise
    • Must be adept at interacting with all levels of an organization in a professional manner and work well with external vendors
    • Must possess the ability to work autonomously and retain control in constantly evolving situations

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