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AV Support Technician Tier 1
AV Support Technician Tier 1
Skills and Abilities:
- Basic understanding of network connectivity.
- Strong troubleshooting skills.
- Ability to manage remote system alerts and notifications.
- Knowledge of ConnectWise software.
- Familiarity with AV equipment such as speakers, amplifiers, volume controls, video controls, DirectTV, and digital signage
- Proficiency in MS Office.
- Ability to multi-task and a willingness to learn new skills.
Educational/Vocational/Experience Recommendations:
- High school diploma or equivalent.
- Call Center/Customer Service Experience
- Strong written and verbal communication skills.
- Familiarity with AV systems, IT fundamentals, or customer service is a plus but not required.
- Strong desire to learn and develop technical expertise.
ob Summary:
The Entry Level AV Technician serves as the first point of contact for customers seeking technical assistance. This role involves triaging, documenting, and escalating issues in a clear, professional manner. The ideal candidate will have a willingness to learn AV fundamentals, contribute to a collaborative team, and maintain a flexible schedule outside the normal 9-5 including weekend hours if needed. Occasional travel may be needed.
The Entry Level AV Technician serves as the first point of contact for customers seeking technical assistance. This role involves triaging, documenting, and escalating issues in a clear, professional manner. The ideal candidate will have a willingness to learn AV fundamentals, contribute to a collaborative team, and maintain a flexible schedule outside the normal 9-5 including weekend hours if needed. Occasional travel may be needed.
Basic Responsibilities:
- Serve as the first point of contact for incoming emails, phone calls, and chat inquiries.
- Collect and document customer information accurately for escalation purposes.
- Monitor internal chat systems and follow up with customers when issues are routed to the AV queue.
- Escalate unresolved or complex issues to senior technicians, management, or specialists.
- Maintain clear and professional communication with customers and team members.
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