Technical Product Support Specialist in Ocoee, FL

Technical Product Support Specialist
Scope Variant: Intermediate
Office Location: FL- Ocoee
Non-incumbent
Position Summary: Responsible for supporting audio visual technology hardware and software systems in our enterprise environment.
Provide in-person and remote technical support to our customers. Assist in a wide variety of responsibilities
including, but not limited to, asset tracking, detailed documentation, installation, configuration, remediation, and
troubleshooting of IT resources. Provide top-tier service and support with clear and concise communication and
follow-through.
Job Responsibilities:
Coordinates and assists in audio visual installation, setups and video conferencing support
Virtual Meeting Applications knowledge required (MS Teams, Zoom, GoTo, etc.)
Audiovisual Equipment knowledge required (Microsoft Teams Rooms certified equipment)
Monitors and maintains collaboration systems using company-provided tools, like MS Teams Admin
Center and Vendor monitoring portals
Identify and diagnose hardware, software, or network-related problems, and identify a plan to resolve,
repair, or replace resources, as needed.
Recommend strategies to increase utilization of collaboration spaces which may include implementing
new practices, devices, and/or software.
Train customers and technical staff on use of equipment
Proficiency in Office 365; MS Outlook, MS Excel, MS Word, MS Teams, and Windows 10/11
Collaborate and assist with other areas of the IT department on projects and initiatives
Standard onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday
After-hours availability to support variety of events and travel is required
Travel 50% to remote locations to provide support and event coordination
Perform other duties as assigned
Ability to lift 50 pounds
Required Skills:
IT Enterprise experience is preferred
High school diploma or equivalent; additional certifications or relevant education is a plus.
Ability to learn new systems and software in a fast-paced environment.
Strong problem-solving skills, critical and analytical thinking, and the ability to adapt to change.
Ability to manage multiple priorities and work independently or as part of a team.
Capacity to perform in high-pressure situations, with strong organizational and time-management skills.
Proven track record in AV system commissioning, ideally with an AV integrator or enterprise deployment team
Proficiency in control systems (Crestron, Q-SYS) and DSP configuration software
Knowledge of AV signal flow, AV over IP, structured cabling standards, and rack build best practices