AV Support Services Lead

About Diversified:

Diversified is a global leader in audiovisual and media technology. We design and build innovative spaces and experiences for clients across industries such as corporate, entertainment, sports, retail, and government. Our team partners with organizations around the world to create environments that connect people through technology.

What to Expect:

At Diversified, you'll work on exciting and complex projects with opportunities to grow your career. We offer a collaborative and flexible work environment, competitive pay and benefits, and a culture that values diversity, inclusion, and innovation. If you're ready to grow, create, and make an impact, Diversified is the place to do it.

How You'll Contribute:

This position will operate as the Team Lead for the Support Services team at our client site. This role provides technical and operational support of audio-visual equipment and systems located within the following types of environments: Video NOC, business/corporate offices, single and divisible conference rooms, training rooms, collaboration rooms, and open areas (including digital signage). This position will also be the subject matter expert for the broader team, help with hiring, training, and onboarding, and be involved with client and associate escalations. This position will also serve as the on-site liaison between the client, Diversified, and the other members of the on-site team.

NOTE: This is a full-time hourly position with a 5-day/ 40 hr per week work schedule; overtime may be required. The weekly work schedule at this client site is Sunday - Friday, so the ability to work Sundays is a requirement. Specifics on the work schedule will be made clear during the interview process.

What You'll Do:

• Operate as the tech and client subject matter expert for the broader team.
• Help the Service Delivery Manager with hiring, onboarding, and new hire training.
• Be involved in client and associate escalations.
• Obtain and track metrics for all team and site locations.
• Exercising advanced technical skill level abilities to perform routine maintenance of advanced AV/technology related systems - including preventive maintenance, troubleshooting and break/fix repair of faulty systems and equipment.
• Oversight, management, and support of four (4) people on-site AV team provided by Diversified. Act as the liaison between the on-site team and Diversified Service management. Supervise and analyze the performance of the other team members. Provide manpower scheduling, expense approvals, and weekly time sheet approvals. Provide scheduling backfill for team members when they are absent.
• Oversight for planning and implementation of process improvement principles required to maintain AV technologies in critical areas such as Video NOC, training rooms, video walls, meeting rooms, conference rooms, and AV spaces.
• Support executive level meetings with tasks such as meeting start up, monitoring, and active troubleshooting.
• Oversee repair and service of all AV equipment while planning and implementing improvements in AV equipment. Act as the technical escalation point for all AV equipment and related issues.
• Work with the client team in the scheduling of meetings, and preparation of meeting room accommodation needs for trainers and end-users.
• Daily/weekly room sweep scheduling and execution, with reporting to the client to ensure equipment and customized space functionality is optimized and ready for use.
• Quarterly preventative maintenance of rooms at the designated client site.
• Identify defective or failed equipment and take ownership to resolution. Provide support for troubleshooting and maintenance of AV/multi-media systems. Provide problem identification, diagnosis and resolution of problems pertaining to medium to high complexity AV/multi-media systems.
• Interface with equipment manufacturers, developers, engineers, and project managers on the client's behalf to provide resolutions for highly complex systems.
• Conduct safe and correct diagnosis of faults - including removal, repair, tests, implementation, and operation of all aspects of audio visual, video conference, display and presentation technologies. Manage the daily activities of configuration and operation of AV/multi-media systems.
• Participate in and drive continuous improvement activities across AV technologies and collaborate with client to improve/evolve technology solutions.
• Provide assist to users in accessing, using, and diagnosing AV/multi-media systems.
• Track, update, and report on AV ticket issues and support requests - showing progress as reported issues transfer from initial reporting date/time through final resolution date/time. Provide regular reporting of current and historical analytical data to meet measured client metrics.
• Interface with client executive and "C" level personnel in a highly professional manner.
• Ensure compliance with client HR and Labor regulations, benefits, PTO, safety rules, etc.
• Collaborate with local Service management concerning team member actions, including but not limited to: hiring and firing, recruiting of new resources, providing training, providing performance reviews and write-ups.
• Communicate effectively with clients to ensure that all technical issues are resolved promptly and satisfactorily.
• Participate, as needed, in Client escalations/analysis requests.
• Follow all safety procedures and always adhere to the customers security and confidentiality policies.
• Communicate effectively with the client and Diversified remote team to inform the ticket resolution progress.
• Required to attend client team AV meetings regularly and collaborate effectively with their internal AV engineering team.
• Ability to find creative in the moment solutions to break fix problems, so meetings can continue to operate while searching for a long-term solution.

Physical Requirements:

• Must be able to stand, kneel and/or crouch for long periods of time
• Must be able to work in high places, as well as small, cramped places
• Must be able to work in hot humid places, as well as cold places
• Must be able to properly use hand/power tools, ladders, and subsequent safety equipment
• Must be able to lift/maneuver up to 75 pounds, use hand tools, ladder, and have the physical ability to frequently: bend, kneel, stand, and walk for extended periods of time

What You'll Bring:

Education & Certifications:

• High School Diploma or equivalent

Required Skills/Qualifications:

• 3+ years of experience in enterprise level AV support
• Strong people and communication skills.
• Experience with Advanced AV Signal Flow Diagramming and Advanced Troubleshooting
• Knowledge of signal flow for: audio, video, control systems, lighting, networking, access control, phone systems, and camera systems
• General proficiency with computers and specialized software applications specific to the AV industry (i.e. Crestron; the use of programs such as MS Excel, Outlook, Project, Word)
• Must present well as client facing and working with high level executives within high pressure meeting situations
• Basic wiring skills

Desired Skills/Qualifications:

• Preference given to prior experience with staff/team management

• AVIXA CTS Certification

• QSYS Certification

• SHURE Integrated Systems Certification

• Dante Certification

• Knowledge of Cisco TMS or Control Hub

• Knowledge of MS Teams Portal and MS Pro Portal

• Knowledge of Crestron - Commercial Solutions Intermediate (CTI-CS-I)

• Certifications from: QSYS, Dante, Shure, Crestron and/or manufacturer certifications (QSC, Cisco, Clear One, Crestron, Extron, etc.)

• Ability to read and translate metrics.

• Competencies in AutoCAD / Visio adequate to read drawings for rack layout & cabling

• Preference given to three (3) years of experience conducting site surveys; constructing racks; pulling cable; installing projectors & sub-mounts; crimping / punch-down connections

• Competencies in Video Conferencing products (Cisco preference)

• Preference given to competencies in Crestron Fusion software utilization

• Competencies in QSC control systems (trouble shooting, basic communication concepts and protocols)

• Competencies in Crestron control systems (trouble shooting, basic communication concepts and protocols)

• Experience testing and troubleshooting complex AV systems, as well as strong knowledge of proper equipment rack wiring standards and events best practices

• Experience with major industry manufacturers including QSC, Crestron, Cisco, Microsoft, Biamp, Shure, and/or Poly

• Knowledge and experience in computer networking configuration/troubleshooting

• Proactive personality when it comes to finding issues, staying busy, and supporting the onsite clients

• Must maintain a valid driver's license with clean driving record

• If taking public transit, you will still be responsible for arriving at work at your designated start time. Ensure you have reliable backup transportation if necessary.

• Must pass a background screen and drug test.

What We Offer:

We believe great people deserve great benefits. In addition to competitive compensation, we offer a comprehensive benefits package designed to support your health, financial wellbeing, and work-life balance:

• Multiple medical plan options to fit you and your family's needs

• HSA & HRA company contributions

• Dental coverage, including orthodontic benefits, and vision plans

Company-paid benefits

• Basic Life, AD&D

• Short-Term and Long-Term Disability insurance

• Employee Assistance Program (EAP)

• Generous paid time off - 3 weeks PTO plus company holidays and floating holidays

• 401k with company match

• Paid maternity leave

• Healthcare and Dependent Care Flexible Spending Accounts (FSA)

• A wide range of voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services

• Commuter benefits

• And much more