AV Technician I: Videoconferencing Specialist

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At New Era, you ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work together.

New Era Technology offers:

Full Benefits

Medical

Dental

Vision

401K match

28 PTO Days including company holidays

SUMMARY:

We currently have an opportunity for a AV Technician I: Video Conferencing Specialist to support a large financial environment. At least 5 years Global Financial Services, Healthcare or Pharmaceutical experience is preferred.

HIERARCHY: No direct reports.

PRIMARY DUTIES:

• The Video Conferencing Specialist role will support and collaborate with the customers management team and other departments to deliver an array of managed services surrounding the utilization, operation, and implementation of Audio Visual/Video Conferencing

• This role will facilitate the customer's AV/VC needs both in-person and virtually

• Own, support, maintain and troubleshoot industry leading AudioVisual & control systems for customer's conference rooms/centers, multipurpose rooms, Unified Communication (UC) & cloud platform in new facilities and legacy conference rooms

• Perform routine in-person & remote preventative maintenance testing and problem diagnosis of fully integrated, state-of-the-art AV/Control systems comprising of but not limited to video & audio conferencing, video switching, digital video transport, projection, sound & microphone reinforcement, audio distribution, scheduling panels, etc

• Assist with customer meetings/functions that require use of existing AV infrastructure including but not limited to audio & video conferencing, webinar's & webcasting, visual display, and control system operations (Crestron, Cisco, etc)

• Setup, run and breakdown of live events and affiliated AV equipment

• Prepare and stage systems for Quality Control testing as applicable

• Responsible for troubleshooting hardware and applications, providing technical support & problem solving

• Work with IT and cross-functional business partners to support scalable and leading-edge A/V systems

• Collaborates with Desktop Group, Systems Administrators, Facilities, Voice Operations to ensure customer satisfaction

• Works with external/internal teams to plan, implement and support global office builds & integrations as needed

• Provides timely resolution of problems or escalation on behalf of customer to technical staff or management

• Provide client training as needed

• Exhibits a high level of professionalism and is passionate about providing outstanding customer service

• Document's status of issues and provides updates to management, team and end users

• Maintains standard operating procedures, best practices and customer service guidelines

• Drives quality and adherence to best practices within the team

COMPENTENCY:

• Intermediate to advanced understanding of AV technologies including setup, configuration and operation of complex audio/video/control/UC systems and backend IT/networking infrastructure

• Demonstrates intermediate to strong technical skills in Networking - TCP/IP, routed networks, video/audio across IP, and issues which can disrupt video/audio traffic

• Ability to multi-task and manage several different projects at a time, mentor others, a solid work ethic and exceed customer expectations

• Strong troubleshooting ability; can take steps on their own to isolate issues and determine root cause through investigative analysis in environments where the candidate has little knowledge/experience/documentation

• Excellent communication and interpersonal skills when and interacting with employees, clients, and colleagues with the ability to work effectively with all levels of the organization

• Must be capable of independent problem-solving and self-direction

• Knowledge of signal flow for audio, video and control

• Proven ability to balance multiple tasks with changing priorities

• Strong organizational skills and excellent attention to detail

• Demonstrated customer service focus and client communication skills

• Excellent interpersonal and communication skills; capable of writing justifications, training users in complex topics, documenting procedures, documenting use cases, and interacting positively with other staff and management

• Experience and support of UC platforms Zoom, Webex, Webex Teams & MS Teams.

• Experience and support of various production systems, CMS, Codian MCU, VQ, Condeco, TMS, Cisco Telepresence, Cisco Room Kit, Vbrick Rev, Appspace, Ubicast, Lightware, Crestron, Various Mic Solutions

• Certifications: CTS preferred, but not required

REQUIRED EDUCATION: Bachelor s Degree or Equivalent

EXPERIENCE: 3-5 Years

LANGUAGE SKILLS: English

PHYSICAL DEMANDS:

• Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.

• Regular, repetitive movements such as typing, mouse movements, and scrolling. Ability to hear and understand spoken communications, both in person and via remote communication tools (e.g., phone, video conferencing).

• Ability to see and read computer screens and printed documents, as well as adjust focus. This includes prolonged periods of looking at a computer screen.

WORK ENVIRONMENT: Onsite

EXPECTED HOURS OF WORK: Monday through Friday from 9am to 5:30pm with occasional work on weekends or off hours as dictated by client onsite management. Total shift not to exceed 8 hours of work, 1 hour lunch, two 15 minute breaks.

TRAVEL: Local Commute

QUALIFICATIONS: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status.

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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