Video Conferencing Technician

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

We are looking for team members to contribute to and deliver our mission: To deliver and support technology solutions that securely connect people, places, and information. New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.

We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

We currently have a need for an Audio Visual Technician supporting a Global Network Infrastructure environment. The ideal candidate will have 5 to 7 years of relevant work experience supporting, maintaining and troubleshooting of the MS Teams Phones, audiovisual, and videoconference equipment located onsite in Raritan, New Jersey. Expected work hours: Monday - Friday (8:00am - 5:00pm local time, excluding holidays). Global Financial Services, Healthcare or Pharmaceutical experience is strongly preferred.

Responsibilities:

• Transporting, setting up, and installing media equipment and audiovisual support tools, including speakers, monitors, cameras, and equipment rack and stack.
• Meeting client standards by handling equipment malfunctions and executing a flawless event.
• Provide the first line of communication and support with clients preferred AV service vendor(s) for all problems and issues regarding the AV equipment, including the coordinating points of integration (i.e., systems and infrastructure as it relates to the audiovisual and videoconference systems. Exceptions would be any network systems or network infrastructure managed by client. Coordinate scheduling, budgeting, and tracking of AV equipment out for repair.
• Perform, during conference set up, third level problem troubleshooting and resolution (microphones checks, remote controls, control systems, cable management, etc.) as necessary according to client s standard operating procedures. Manage, maintain, and troubleshoot AV equipment/systems in integrated conference rooms,
• Service Request including but not limited to, control systems (e.g., Crestron and AMX), matrix switchers (e.g., Extron).
• Troubleshoot, assess, and coordinate equipment and systems repair.
• Create, update, and resolve trouble tickets as assigned as well as the monitoring queue.
• Assess business impact of seriocomplex outages/problems and make recommendations while collaborating with engineers and project managers.
• Provide training and client support to end users in the operations of audio-visual systems.
• Compile, track, and maintain A/V room and equipment inventory.
• Maintain conference room integrity in compliance with client s standard operating procedures, perform regular preventive maintenance checks (e.g., either report or address troubles such as cable management issues, safety standards noncompliance, etc.)
• Coordinate audio-visual activities with other Client groups as required (e.g., facilities, IT, etc.)
• Install small or portable videoconference and non-integrated AV hardware.
• Provide technical consultation, support, and act as lead contact for all video conferencing operations and maintenance.
• Recommend measures to improve performance and increase efficiency.
• Coordinates support to provide coverage during scheduled leave or unavailability and additional event support when demand requires additional personnel.
• Support of ITIL Infrastructure Management activities associated with the scope, including Incident (i.e., Help Desk), Problem, Change, Release, Deployment, Configuration, Provisioning and Capacity Management.
• Read and interpret electronic schematics and architectural blueprints.
• Field service support of AV/VTC endpoints and infrastructure (Microsoft Teams/Zoom/Cisco/AMX/Crestron/etc.).
• Perform Service tasks in a timely and quality conscious manner.
• Provide necessary training and support for next level service technicians.
• Adhere to and understand OSHA standards.
• Troubleshooting and support will be limited to steps that will not void any warranty currently in place with clients preferred audiovisual integrator.

Knowledge and Experience

• 5 years previous related experience
• Background in Technical Support of Audiovisual and Videoconference Field Service
• Experience working in a high-level collaborative environment and promoting a teamwork mentality.
• Experience with collaborating with other team members to solve A/V issues.
• Experience in building User Stories and defining clear technical requirements.

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Skills and Abilities

• Strong client focused communication skills

• Strong organizational and collaborative skills
• Ability to multi-task and coordinate work efforts across multiple groups
• Attention to detail.
• A strong understanding and interest in evolving A/V technologies
• A relentless and passionate work ethic coupled with an ambition to grow and embrace new challenges.

Qualifications and Training

• A/V proficiency across multiple systems and platforms.

• Microsoft Office proficiency
• Microsoft Teams
• Zoom
• Cisco/AMX
• Crestron/etc.
• Cisco Voice & MS Teams Hardphones

• Broad technical proficiency
• Familiarity if Service Now, Confluence, Visio, etc.
• Knowledge of ITIL
• Knowledge of OSHA requirements