Senior AV Technician – Dublin, Ireland

Role Summary

The Senior AV Technician provides support and management of fully integrated conference rooms, boardrooms and large complex environments such as auditoriums. The Technician interfaces daily with the customer and acts as an extension of their team. Their responsibilities generally include the operation and functional testing of all AV and integrated conference room components/equipment. The Technician works in cooperation with the customer’s management team in support of their equipment and user community.

This position is a key part of the overall relationship between AVI-SPL and the customer, ensuring the needs of the client are prioritised and met in accordance to project and support goals. The successful candidate will also be required to provide End User training to the client personnel and should be confident when presenting to groups of people, possess excellent communication skills and have an understanding of AV systems and technology.

Duties and Responsibilities

The Senior AV Technician’s responsibilities include, but are not limited to:

• Setup and teardown of all scheduled onsite meetings and low-level events, delivering a ‘White Glove’ level of support.
• Takes ownership of local break-fix issues, reporting to relevant AV Helpdesk where applicable.
• Ensures all AV/VC spaces are presentable for use.
• Provide remote support for other locations in Europe (Luxembourg, London etc)
• Performs other AV/VC related tasks as directed by customer or AVI-SPL’s Service Management team.
• Works with AVI-SPL Onsite Manager and AVI-SPL helpdesk to update relevant CRM platform tickets.
• Work closely with the client, AVI-SPL Helpdesk and field service engineers, where required.
• Provide business as usual support & training to internal and external clients.
• Ensure all equipment onsite is maintained and kept in working order with all faults reported via the onsite procedures via daily tasks.
• Liaising with remote offices in respect to the setup of video conferencing calls.
• Carry out first line troubleshooting to AV equipment and rooms within time constraints.
• Maintain total confidentiality relating to information received for presentations and broadcasts etc.
• Provision of reporting via client CRM systems to AVI-SPL Service Management to allow analytics, feeding into regular client service reviews.

Required skills (Mandatory)

• Experience in supporting end users in a Cisco Webex/Microsoft Teams/Poly (formerly Polycom) environment.
• Exceptional customer service mentality and attitude, taking pride in offering a ‘best in class’ service while working with all levels of seniority.
• Able to perform routine testing and general operation for Video conferencing systems, projectors, microphones, speakers, amplifiers, LCD Displays and other AV equipment.
• Experience of running the AV aspect of presentations for high profile meetings.
• Ability to perform basic AV related testing and troubleshooting.
• Technical aptitude with the ability to learn and teach new technologies.
• Ability to train highly technical participants while balancing the needs of less technical attendees.
• Be organised and flexible with the ability to approach different types of tasks during the working day.
• Being able to prioritise and work under pressure.
• Capable of good communication skills both verbal and written.
• Be able to work to the highest quality standards.
• Willing to undertake training and examinations to improve their technical knowledge.

Additional Information

Preferred Skills
• Be organised and flexible with the ability to approach different types of tasks during the working day.
• Experience of running the AV aspect of presentations for high profile meetings.
• Tier 2 troubleshooting of Crestron and Cisco products.
• Excellent customer service skills with previous experience of dealing with ‘ALL’ level executives advantageous.
• Being able to prioritise and work under pressure is essential
• Be available and flexible to work overtime if required.
• Capable of good communication skills both verbal and written.
• Be able to work to the highest quality standards with attention to detail ensuring that we complete our work thoroughly, never walking away from a problem.
• Willing to undertake training and examinations to improve their technical knowledge.

Working Hours
• The role is a 40-hour week between the hours of 07.00 – 19.00, Monday to Friday.
• Flexible hours may be required to provide cover. Working hours are subject to change to meet future requirements.

Overtime
Occasional Out of Hours work and/or Bank Holiday work may be required. Overtime can be claimed by prior arrangement and must be accurately logged and communicated.

Pension & Healthcare
Pension and Healthcare benefits will be offered after the successful completion of a probationary period.

Dress Code
Business attire

Working Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.