Senior AV Support Services Engineer

About Diversified:

Diversified is a global leader in audiovisual and media technology. We design and build innovative spaces and experiences for clients across industries such as corporate, entertainment, sports, retail, and government. Our team partners with organizations around the world to create environments that connect people through technology.

What to Expect:

At Diversified, you’ll work on exciting and complex projects with opportunities to grow your career. We offer a collaborative and flexible work environment, competitive pay and benefits, and a culture that values diversity, inclusion, and innovation. If you’re ready to grow, create, and make an impact, Diversified is the place to do it.

How You’ll Contribute:

This position will provide three main functions. Technical support for: Video Teleconferencing; Audio (Program and Speech, DSP based systems); Projection and Display Devices; Video Wall Display Systems; Crestron / AMX Source Control Devices; Lenovo room computing; Wireless Microphones / RF Systems; Biamp Nexia / Biamp Tesira; PTZ Wall Cameras; Sony and Samsung displays. Ability to work with the client and 3rd party integrator stakeholders during project. Assist with commissioning conference room systems for room sign-off and use. And be able to support the client’s AV team during live events, as needed.  

The Support Services Technician will be required to be on site Monday-Friday for eight (8) hours per day. Typical daily schedule will be 8am – 5pm. These hours may be adjusted based on meeting and event needs, including earlier starts, later end times, and overtime will be required.  This role will support over 100 rooms across 4 campuses. 

What You’ll Do:

The job responsibilities of the Senior Audio-Visual Support Services Engineer include the following: 

AV Technical Support and Break-fix:  

• Exercising advanced technical skill level abilities to perform routine maintenance of advanced AV/technology related systems – including preventive maintenance, troubleshooting and break/fix repair of faulty systems and equipment.  

• Oversight for planning and implementation of process improvement principles required to maintain AV technologies in critical areas such as training rooms, video walls, meeting rooms, conference rooms, and AV spaces.  

• Support executive level meetings with tasks such as meeting start up, monitoring, and active troubleshooting.  

• Oversee repair and service of all AV equipment while planning and implementing improvements in AV equipment.  Act as the technical escalation point for all AV equipment and related issues.  

• Preventative maintenance of rooms at the designated client site.  

• Identify defective or failed equipment and take ownership to resolution.  Provide support for troubleshooting and maintenance of AV/multi-media systems.  Provide problem identification, diagnosis and resolution of problems pertaining to medium to high complexity AV/multi-media systems.  

• Interface with equipment manufacturers, developers, engineers, and project managers on the client’s behalf to provide resolutions for highly complex systems.  

• Conduct safe and correct diagnosis of faults – including removal, repair, tests, implementation, and operation of all aspects of audio visual, video conference, display and presentation technologies.  

• Manage the daily activities of configuration and operation of AV/multi-media systems.  

• Participate in and drive continuous improvement activities across AV technologies and collaborate with client to improve/evolve technology solutions.    

• Provide assistance to users in accessing, using, and diagnosing AV/multi-media systems.  

• Track, update, and report on AV ticket issues and support requests – showing progress as reported issues transfer from initial reporting date/time through final resolution date/time.  Provide regular reporting of current and historical analytical data to meet measured client metrics.  

• Interface with client executive and “C” level personnel in a highly professional manner.  

• Ability to find creative in the moment solutions to break fix problems, so meetings can continue to operate while searching for a long term solution.  

• Provide onsite user training for AV equipment and technologies.  

Project Coordination and Commissioning: 

• Work with programmer group on system function based on the scope of work for the project.  

• Ability to determine, configure and test advanced audio environments. 

• Responsible for system testing & escalation of issues both design, operation, or equipment related until they are resolved. 

• Maintenance of the project records.  

• Provide documentation for quotes & bid packages detailing equipment, cost, labor estimates, pre-installation requirements, and site survey results. 

• Develop detailed BOM, detailed infrastructure drawings for architect, GC and electrical contractor use, and create final engineering drawings for rack layout, system wiring and custom plates or cabling assemblies. 

• Maintain awareness of emerging technology that can fit the budget without sacrificing quality or reliability. 

• Create, and manage changes order to assist with increasing profitability on projects. 

Company Compliance: 

• Ensure compliance with client HR and Labor regulations, benefits, PTO, safety rules, etc.  

• Communicate effectively with clients to ensure that all technical issues are resolved promptly and satisfactorily.  

• Participate, as needed, in Client escalations/analysis requests.  

• Follow all safety procedures and always adhere to the customer's security and confidentiality policies.  

Technologies to Support: 

• Logitech rallybar + Samsung/Sony display 

• BiAmp – forte x with parlay 

• Crestron transceivers 

• Lenovo 

• Shure mics 

• Table Covey 

• Biamp – Tesira 

• Crestron control and matrix 

• AppleTV 

• DirectTV 

• JBl speakers/amps 

Physical Requirements:

• Must be able to stand, kneel and/or crouch for long periods of time  

• Must be able to work in high places, as well as small, cramped places  

• Must be able to work in hot humid places, as well as cold places  

• Must be able to properly use hand/power tools, ladders, and subsequent safety equipment  

• Must be able to lift/maneuver up to 75 lbs, use hand tools, ladder, and have the physical ability to frequently: bend, kneel, stand, and walk for extended periods of time  

What You’ll Bring:

Education & Certifications:

• High School Diploma or equivalent

Required Skills/Qualifications:

• 5+ years of experience in enterprise level AV support  

• Competencies in AutoCAD / Visio adequate to read drawings for rack layout & cabling  

• Competencies in Video Conferencing products 

• Competencies in Crestron control systems (trouble shooting, basic communication concepts and protocols)  

• Basic wiring skills  

• Experience testing and troubleshooting complex AV systems, as well as strong knowledge of proper equipment rack wiring standards and event best practices  

• Experience with major industry manufacturers including QSC, Crestron, Cisco, Microsoft, Biamp, Shure, and/or Poly  

• Experience with Advanced AV Signal Flow Diagramming and Advanced Troubleshooting  
• Knowledge of signal flow for: audio, video, control systems, lighting, networking, access control, phone systems, and camera systems  

• General proficiency with computers and specialized software applications specific to the AV industry (i.e. Crestron; the use of programs such as MS Excel, Outlook, Project, Word)  

• Must present well as client facing and working with high level executives within high pressure meeting situations  

• Proactive personality when it comes to finding issues, staying busy, and supporting the onsite clients  

• If taking public transit, you will still be responsible for arriving at work at your designated start time. Ensure you have reliable backup transportation if necessary.  

• Must pass a background screen and drug test.  

Desired Skills/Qualifications:

• CTS certification from AVIXA and/or manufacturer certifications (QSC, Cisco, Clear One, Crestron, Extron, etc.)  
• Preference given to three (3) years of experience conducting site surveys; constructing racks; pulling cable; installing projectors & sub-mounts; crimping / punch-down connections  

What We Offer:

We believe great people deserve great benefits. In addition to competitive compensation, we offer a comprehensive benefits package designed to support your health, financial wellbeing, and work-life balance:

• Multiple medical plan options to fit you and your family’s needs
  • HSA & HRA company contributions
• Dental coverage, including orthodontic benefits, and vision plans
  Company-paid benefits
  • Basic Life, AD&D
  • Short-Term and Long-Term Disability insurance
  • Employee Assistance Program (EAP)
• Generous paid time off — 3 weeks PTO plus company holidays and floating holidays
• 401k with company match
• Paid maternity leave
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• A wide range of voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services
• Commuter benefits
• And much more