AV/VC Operations Technician L3

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

We are looking for an experienced onsite AV/VC Operations Tier 3 Technician with excellent video conferencing and troubleshooting skills and happy to work in a versatile role. You will provide AV client support and will be the escalation point of contact for requests from Tier 1 and Tier 2 technicians and customers to assist in conference room setup and break-fix troubleshooting support. You will also work closely with the client SME to troubleshoot AV systems and other AV-related technologies. Tier 3 technicians will be responsible for ensuring and overseeing the systems are set up and maintained based on the client's operating schedule and are always in working order. The ideal candidate will have a track record of supporting large-scale AV operations in a commercial enterprise environment, expertise in AV systems, and excellent interpersonal and written communication skills. This is a unique opportunity to play a highly visible role in an exciting, industry-leading technology business.
Escalation contact for any AV equipment issues that the Tier 1/2 AV technicians cannot resolve on their own
Conduct maintenance and troubleshooting for AV systems
Stay connected and well-communicated with the rest of the team as the AV Ops escalation SME
Fill in for Tier 1/ 2 coverage when needed
Manage and coordinate physical installation of AV equipment
Execute ad hoc AV installation requests
Decommission and transport AV equipment for room refreshes
Troubleshoot and maintain integrated audio systems in conference rooms
Designer adjustments and hardware configurations
Ensures wireless and ceiling microphone optimization
Troubleshoot and repair Crestron hardware and software (post-programming)
Experienced in Crestron Toolbox and related hardware support (including but not limited to DM, NVX, Touch Panels, TX/RX pairs, HDMD, HDBT, etc.)
Track all requests and issues through Zendesk ticketing and communicate with the team through Slack
Ensure that the correct information is being logged in all tickets
Provide data to aid FTE in delivering specific reporting metrics
Monitor AV ticketing queue and resolve tickets promptly
Monitor Slack channels and communicate needs and updates to the team
Google Meet Admin support
Assist with commissioning and turnover of new conference rooms and specialty spaces
Troubleshoot and repair LED wall equipment (Sedna, Samsung, Planar)
Utilize client-provided tools and systems to complete team tasks
Follow all client-required policies, standards, or safety guidelines
Documentation of processes created by the vendor.
Ongoing maintenance and updates to the team site runbook
Work with the internal ticketing system and ensure an appropriate level of information is logged in all tickets. Also, monitor ticket queue and resolve tickets promptly
Communicate effectively with clients to identify needs and evaluate solutions
Utilize remote access Mac, Linux, and Windows systems to control internal systems (via SSH, VNC; be able to navigate file systems on remote machines)

Skills
Bachelor's degree from an accredited institution OR HS diploma/GED with 5+ years of relevant work experience in AV operations
Subject matter expertise in AV deployments and operations support in a corporate environment and an understanding of audio/video signal flow
CTS certification (preferred, but not required)
Experienced with all aspects of AV installation including cable pulling, rack building, cable management, various types of terminations (RJ45, DB9) structural accommodations, modifications, device installation, etc.
2+ years' experience with Crestron
Ability to load system code and firmware including the ability to troubleshoot configuration systems
Experience working with QSC, and Shure audio systems including the ability to load and configure DSP projects and troubleshoot configuration issues
Experience working with LED walls including the ability to troubleshoot hardware-related issues
Understanding of networking technology, video transmission over network
Project Management Skills with large projects, organizational skills, and an ability to maintain standards.
Proficiency with any helpdesk support ticket management software
Experience working in a fast-paced and highly cross-functional organization
Troubleshoot and support video conferencing room Hardware (Google Meets kits or Zoom conference room hardware)
Deployment and breakfix support for LCDs, Projectors, Cameras, Amplifiers, Microphones, LED walls (Planar, Samsung, etc.)
Digital Signage Support (Appspace, Crestron scheduling panels)
Install Audio Systems (soundtrack, QSC, Dante, etc.)
Experience with technologies from Crestron, QSC, Shure, etc.

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.