AV/VC Onsite Support Technician - (H)

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Milestone Technologies, Inc. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services, Internal IT Support, Data Center Operations, Workforce Solutions, and IT Professional Services.

Milestone is looking for passionate and motivated professionals who go above and beyond to solve the world's biggest problems through innovation and technology. Our vision is to revolutionize the way technology is deployed and supported worldwide. This role serves as a key member of the Desktop Support team for our technology customer.

You will be an experienced Onsite AV/VC Operations Technician with excellent Video Conferencing, event coordination and troubleshooting skills and happy to work in a dual role. You will provide first line AV client support and will be the initial contact for telephone, email and direct requests from customers and field technicians for AV/VC services, provide VC and telephone support to users, VC booking and scheduling services, assist in conference setup and troubleshooting.

The ideal candidate will have a track record of supporting successful events and having excellent interpersonal and written communication skills. This is a unique opportunity to play a highly visible role in an exciting, industry-leading technology business.

Responsibilities:

Event Support:

• Provide white-glove onsite event support with the client's representatives
• Initiate technical audio, video, video conferencing, and live streaming support for events
• Liaise with cross-functional teams and internal users regarding the exact audio-visual requirements for events
• Oversee planning and execution of events from large events to small user groups
• Carry out pre-event checks, ensuring all technical elements are working correctly
• Use chat, voice, and video communication systems to coordinate event logistics
• Provide onsite support for customer meetings and executive level events
• Communicate effectively with executive level clients to identify needs and evaluate solutions, while representing Milestone
• Communicate any foreseeable problems to supervisor or manager at the earliest opportunity
• Participate in regular weekly meetings to discuss upcoming events and their requirements
• Diagnose infrastructure problems impacting one or many internal platform activities
• Conduct trainings on equipment and spaces to users and support personnel
• Intake customer service request and manage them to completion
• Utilize client provided tools and systems to successfully complete team tasks

Qualifications:

Essential Skills and Experience:

• Strong verbal and written communication skills
• Proficiency with computers, ITSM software, and strong typing skills
• Demonstrated success in event coordination and project coordination
• Ability to work independently and autonomously
• Time management and ability to work under pressure with a high sense of urgency
• Must demonstrate a positive and professional behavior towards clients and colleagues at all times
• Be passionate about the job and tasks at hand and be self-motivated and energetic
• IT knowledge of Android, iOS, Mac, Windows, and Linux operating systems
• Excellent understanding of signal flow in both audio and video installations
• Advanced knowledge
• Must have excellent problem solving and troubleshooting skills with the ability and to provide advanced troubleshooting on any device

Preferred Qualifications

• Bachelor's degree from an accredited institution or 5+ years of relevant work experience in event support
• Certified Technology Specialist (CTS) or 2+ years of AV VC support
• A career path that demonstrates increasing levels of responsibility and proven success delivering measurable results
• Skilled negotiator with proven experience finding creative ways to do more with less
• Experience working in a fast-paced and highly cross-functional organization
• Proficiency with any helpdesk support ticket management software
• Proficiency in Google Apps (Docs, Sheets, Slides and Cal)

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.