Onsite Client Services Support Technician - NY Metro Area

Onsite Client Services Technician - NY Metro Area IVCI is a leader in the Unified Communications, Collaboration and Audio-Visual Integration industries. We provide solutions to corporate, educational, and government markets across the US and the world. Our services aim at achieving client goals by focusing on the desired end user experience. As a leader in the industry, we constantly adapt to new technologies and are looking for qualified individuals to join our growing team to support our efforts. The primary focus of the Onsite Client Services Technician is to support customer associates on premise with the application and use of Audio-Visual and video-conferencing equipment to ensure successful operation. The technician's requirements are limited to ensuring the successful operation of the Audio-Visual and video-conferencing equipment. This individual will assist in directing customer associates with meeting and media technology planning and using best efforts to educate and train the users within the course of regular duties. This individual will assist in the daily discovery/requesting of correction assistance from the admin and helpdesk employees for meeting schedules. This will include performing general repair services on equipment. Primary Job Duties:

• Track all incidents and note identified root causes.
• Technician will deliver customer supplied AV equipment such as displays, projectors, screens, network cables, and other audio-visual equipment as necessary.
• Setup, Support & Run customer/Executive Meetings.
• Install and test AV systems designed by the IVCi Engineering Team.
• Technician will be available to launch all calls either from within the room or remotely from the customer site as needed.
• Technician will perform general service with equipment issues to identify the root cause of the problems, and if possible, repair, utilizing on-site staff or create a workaround. If the root cause cannot be readily identified, the technician will work with the appropriate vendors who maintain the service contracts.
• Technician will be familiar with the operation/setup/and general maintenance of audio and video equipment including control systems, mixers, and all types of microphones, speakers, video-data projectors, cameras, video-conference systems, audio teleconference systems and similar equipment.
• Assist with Streaming meetings and events.
• Occasional travel within NYC & Northern NJ may be required.
• Provide support for Microsoft Teams & Zoom conferences and Webinars.
• Responsible for troubleshooting of issues that are presented to you.
• Responsible for the accurate logging of all activities related to customer issues. This includes keeping problem tickets accurate with current status.
• Responsible for the timely closure of all problems assigned to you

Secondary Job Duties:

• Technician will periodically maintain/update lists of equipment in conference rooms and the status of such equipment. This list will be provided to the customer's Audio-Visual support team as required
• Technician will provide upgrades to software releases, if deemed necessary, for systems that are under IVCi maintenance support
• Provide Customer Training and Support
• Proactive Room checks to indentify issues before they cause impact.
• Teamwork and cooperation are required
• Must be willing to openly accept new tasks
• Some occasional off-hour work may be required as needed.

• Familiar with formal ticketing systems and / or issues logging and tracking software such as Service Now.
• 5 years minimum experience directly supporting integrated A/V systems.
• 3 years minimum A/V installation experience.
• Ability to effectively present information and respond to questions from groups or managers, customers, and the general public.
• Must be flexible and professional at all times even under pressure
• Good interpersonal skills as communication will be required with a pleasant demeanor.
• Ability to multitask and take on new tasks openly and willingly while maintaining flexibility and adaptability
• Ability to self-prioritize tasks
• Excellent organizational skills and initiative as work is often done independently
• Composure under pressure is necessary
• Excellent written and verbal communication skills are a must
• Strong understanding of Video Conferencing.
• Strong understanding of Audio-Video essentials.
• Thorough understanding of leading manufacturers video and infrastructure products, to include but not limited to Poly/HP, Cisco, Crestron, Extron, QSC, Biamp, Clearone, Shure, Analog Way 1Beyond Cameras, installing, configuring, administrating and / or supporting this equipment.
• Any industry certifications in the above areas is a plus. CTS Certification prefered with a strong understanding of Audio-Video essentials
• Understanding of control systems such as Crestron, with the knowledge to utilize & troubleshoot.