AV/VC Technician II

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 around the globe.

We are looking for an experienced onsite AV/VC Operations Tier 2 Technician with strong AV operations and troubleshooting skills and happy to work in a versatile role. You will provide AV client support and will be the first point of contact for requests from the customers to assist in conference room setup, operations requests, event requests, and break-fix troubleshooting support needs. You will also work closely with Tier 3 to troubleshoot AV systems and other AV-related technologies. Tier 2 technicians will be responsible for ensuring AV 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 and has expertise in AV systems along with excellent interpersonal and written communication skills. This is a unique opportunity to play a highly visible role in an exciting, industry-leading technology business.

* Provide break fixes and troubleshooting support for AV systems and related technologies in conference rooms, offices, and specialty spaces.
* Expert in AV systems and devices installation and proactive operations maintenance service.
* Support daily room sweeps and related escalations of conference rooms, digital signages, LED walls, meeting spaces, etc.
* Provide support for events setup and decommission.
* Monitor tickets/incidents and generate tickets with all incident details including tracking all requests and issues.
* Storage room upkeep. Support decommissioning and coordinate e-waste efforts
* Support commissioning/installation and turnover of new conference rooms and other AV areas.
* Coordinate equipment RMAs.
* Work with projectors, sound systems, microphones, sound mixing equipment, overhead projectors, video equipment, adjust amplifiers, video screens, virtual conferencing systems, AV racks, and speakers.
* Laying, managing, and replacing cabling for ethernet, sound, power, etc to ensure ease of use, pleasing aesthetics, and maintaining of functionality.
* Assisting with varied projects related to documentation, training and peer mentorship, inventory management, quality management, builds and installations, etc.
* Provide proactive onsite event support such as meeting kickoffs, setup and strike, and training for self-service.
* Help test new AV designs and solutions.
* Assist with commissioning and turnover of new conference rooms and specialty spaces.
* Participate in regular weekly meetings to discuss and resolve open issues.
* Review upcoming events roadmap and their requirements.
* Support planning and execution of ad hoc events.
* Work with Tier 3 and Client Engineers to troubleshoot difficult internal problems.
* Utilize client-provided tools and systems to complete team tasks.
* Follow all client-required policies, standards, or safety guidelines.
* Track installation, maintenance, and support requests (and other metrics) to identify trends, potential systemic issues, and areas for improvement.
* Communicate effectively with clients to identify needs and evaluate solutions.

* HS diploma/GED with 3+ years of relevant work experience in AV operations.
* High levels of emotional intelligence and ability to maintain a positive and supportive attitude while working with co-workers, the client's internal AV team, and end-users.
* Experienced in AV installations (cable management, device add, move, change) and operations support (daily test and break-fix support) in a large corporate environment and an understanding of audio/video signal flow.
* Understanding of basic networking technology, video transmission over network.
* Experience working with LED walls including the ability to troubleshoot hardware-related issues.
* Proficiency with any help desk support ticket management software.
* Ability to multitask and prioritize departmental functions to meet deadlines.
* Ability to remain calm in high-pressure/stressful situations.
* Ability to communicate clearly and professionally.
* Experience working in a fast-paced and highly cross-functional organization.
* Physical demands associated with this position include moderate walking, lifting, bending, climbing ladders, operating power tools, and carrying weight materials up to 50 lbs.

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Estimated Pay Range: The estimated pay range for this position is USD $30.87/Hr. - USD $41.74/Hr. and is a Non-Exempt role. 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.