AddressAV Client Services Onsite support Team
Brief Summary of our Business:
AV Media Systems is in its 24th year of business and is nationally accredited as a professional AV Integration company. We supply and install commercial grade audio-visual equipment to the educational, government and corporate sectors. AV Media Systems also ensures a high level of AV support and services for a broad range of clients in the form of service level agreements (SLAs) and onsite support teams.
Senior Technician (L1 and L2)
ROLE SUMMARY
The prime function of the Senior Technician (L1 and L2) is to provide AV technical support for all meeting rooms across our client’s campus. Working with the SME and AVNOC team to ensure resolution in accordance with the agreed SLAs.
The position involves a high degree of exposure, sometimes working with executive management and managing directors to provide the services below.
All services should be delivered punctually at scheduled times and in accordance with agreed SLAs. The Senior Technician (L1 and L2) is expected to deliver a high level of customer service and provide proactive and reactive support efficiently. The Senior Technician (L1 and L2) will perform L1/L2 incident management and escalate where appropriate.
DUTIES AND RESPONSBILITIES
The responsibilities of the Senior Technician (L1 and L2) include, but are not limited to:
- Provide AV and VC set-up and technical support across all meeting rooms and VC equipped rooms
- Advanced fault finding and troubleshooting
- Perform L1/L2 incident management
- Escalate, raise and update incidents to the Regional Lead
- Support Project Managers in the successful delivery of projects
- Assisting the AVNOC with delivery of a due diligence program providing reporting on room conditions and recommending upgrades and improvements
- Demonstrate Self Service AV and VC capabilities to end-users wherever possible
- Carry out proactive health checks in accordance with SOP
- Service continuity support including preparation for a restoration of service from Power Downs, Black Building Exercises and other planned or unplanned Business Continuity Management activities
- Assist with software upgrades
- Assist with support for video/audio conferencing problems. Investigate faults and recommend further actions to rectify.
- Ensure all multi-media / presentation rooms are maintained in good working order
- Presentation / multi-media meeting room support, including duration support
- Assist with support for multi-media broadcasting
- Quick response to emergency/ad-hoc requests
- Assist, where possible, with IT-related enquiries during supports. Escalate issues if required.
- Advise clients on best practice
- Provide regular feedback on communication issues and service improvements
- Assist with training of new starters and freelancers
- Build and maintain client relationships
- Be flexible and assist the team in all areas of the department
- Manual handling tasks will be required when necessary for moving equipment
