How You’ll Contribute:
Diversified is seeking an Audio-Visual Support Services Technician II to provide technical, operational, and customer-facing support for AV systems across corporate offices, conference rooms, training rooms, collaboration spaces, digital signage areas, and executive meeting environments. This role maintains system readiness, resolves service issues, supports meetings and events, coordinates tickets, and serves as a professional point of contact among the client, onsite teams, remote support resources, field technicians, manufacturers, vendors, and Diversified service management.
The successful candidate combines advanced AV troubleshooting with strong customer service, documentation, communication, and escalation skills. Diversified supports continued education and industry certification development for this role.
This onsite role is Monday through Friday, typically 8:00 a.m. to 5:00 p.m., with schedule shifts, early starts, later end times, and overtime based on meeting and event needs.
What You’ll Do:
- Provide Tier 1 and Tier 2 AV support, maintenance, troubleshooting, break/fix repair, and resolution for AV, video conferencing, display, presentation, control, and multimedia issues.
- Create, update, maintain, and close service tickets; document customer communications, technician updates, troubleshooting steps, SLA urgency, resolution details, and service metrics through final resolution.
- Serve as a technical escalation point for AV equipment and related issues, identifying defective or failed equipment, involving management as needed, and taking ownership through resolution.
- Support executive and client-facing meetings through room start-up, system checks, live monitoring, active troubleshooting, and workarounds while long-term solutions are pursued.
- Provide high-touch support to internal and external customers, including executives, prospective clients, and end users needing room accommodations or AV, conferencing, and multimedia assistance.
- Coordinate daily with onsite Facility Management, Workplace Services Staff, Desktop IT Services, Client AV Engineering, and client stakeholders. Meet weekly with onsite event teams and remote Diversified team members for event coordination and planning.
- Conduct room sweeps, verify equipment functionality, complete reporting, and ensure meeting rooms, training rooms, video walls, digital signage, and collaboration spaces are ready for use.
- Perform safe fault diagnosis, removal, testing, repair coordination, implementation, configuration, and operation of AV systems and equipment.
- Coordinate service documentation, onsite reports, customer updates, labor quotes outside Client Support Agreements, return authorizations, and required paperwork.
- Participate in continuous improvement, including process improvement, service trend analysis, client reporting, end-user training, and technology recommendations.
- Follow all customer security, confidentiality, safety, HR, labor, benefits, and PTO requirements onsite.
Physical Working Environment
- Frequently required to sit, stand, walk, bend, kneel, crouch, reach, and work for extended periods.
- Must be able to work in elevated, small, cramped, hot, humid, and cold environments.
- Must be able to use hand tools, power tools, ladders, and related safety equipment.
- Must be able to lift and maneuver up to 75 pounds.
- Must pass a background screen and drug test.
What You’ll Bring:
Education & Certifications:
- High school diploma or equivalent required
- associate degree or equivalent related experience preferred.
Required Skills/Qualifications:
- Minimum of three years of enterprise-level AV support experience preferred. At least one year of AV, corporate video, IT systems, or related customer service experience required.
- CTS certification from AVIXA and/or manufacturer certifications preferred, including QSC, Cisco, Crestron, Extron, Biamp, Shure, Sennheiser, Microsoft, or similar platforms.
- Experience with ticketing systems such as ConnectWise, Salesforce, ServiceNow, Remedy, Zendesk, or similar platforms.
- Experience supporting executive meetings, conference rooms, training rooms, divisible spaces, collaboration rooms, video walls, and digital signage environments.
- Experience conducting site surveys, constructing racks, pulling cable, installing projectors and mounts, crimping and punch-down connections, and testing systems preferred.
Desired Skills/Qualifications:
- Strong troubleshooting skills for medium- to high-complexity AV systems, including audio, video, control, lighting, networking, access control, phone, camera, video conferencing, and presentation technologies.
- Experience with QSC Q-Sys, Google Meet Hardware, Google Admin Console, and Logitech Rally systems strongly preferred. Competency with Crestron, Cisco, Microsoft, Shure, Sennheiser, similar AV platforms, basic communication concepts, and control-system protocols also considered.
- Ability to read drawings, rack layouts, cabling diagrams, safety rules, operating instructions, procedure manuals, and technical documentation.
- Adept with Mac and Windows operating systems and settings; Slack; Google Workspace, including Meet, Docs, Sheets, and Calendar; Microsoft Office Suite; ERP systems; CRM applications; and AV-specific software tools.
- Familiar with AV networking, general networking, IP settings, network-based remote diagnosis and maintenance tools, and remote AV meeting support.
- Ability to write routine reports and correspondence, transcribe technician reports, assemble service documentation, and maintain accurate customer records.
- Strong customer service and communication skills with executives, client stakeholders, end users, prospective clients, vendors, manufacturers, and internal teams.
- Ability to work independently and collaboratively, manage deadlines, shift between tasks, perform under pressure, and resolve issues with limited standardization.
- Proactive, reliable approach to identifying issues, supporting onsite clients, recommending improvements, maintaining attendance, and arriving on time.
