Technical Product Support Specialist

Responsible for supporting audio visual technology hardware and software systems in our enterprise environment. Provide in-person and remote technical support to our customers. Assist in a wide variety of responsibilities including, but not limited to, asset tracking, detailed documentation, installation, configuration, remediation, and troubleshooting of IT resources. Provide top-tier service and support with clear and concise communication and follow-through. Job Responsibilities:

• Coordinates and assists in audio visual installation, setups and video conferencing support
• Virtual Meeting Applications knowledge required (MS Teams, Zoom, GoTo, etc.)
• Audiovisual Equipment knowledge required (Microsoft Teams Rooms certified equipment)
• Monitors and maintains collaboration systems using company-provided tools, like MS Teams Admin Center and Vendor monitoring portals
• Identify and diagnose hardware, software, or network-related problems, and identify a plan to resolve, repair, or replace resources, as needed.
• Recommend strategies to increase utilization of collaboration spaces which may include implementing new practices, devices, and/or software.
• Train customers and technical staff on use of equipment
• Proficiency in Office 365; MS Outlook, MS Excel, MS Word, MS Teams, and Windows 10/11
• Collaborate and assist with other areas of the IT department on projects and initiatives
• Standard onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday
• After-hours availability to support variety of events and travel is required
• Travel 50% to remote locations to provide support and event coordination
• Perform other duties as assigned
• Ability to lift 50 pounds

• IT Enterprise experience is preferred
• High school diploma or equivalent; additional certifications or relevant education is a plus.
• Ability to learn new systems and software in a fast-paced environment.
• Strong problem-solving skills, critical and analytical thinking, and the ability to adapt to change.
• Ability to manage multiple priorities and work independently or as part of a team.
• Capacity to perform in high-pressure situations, with strong organizational and time-management skills.
• Proven track record in AV system commissioning, ideally with an AV integrator or enterprise deployment team
• Proficiency in control systems (Crestron, Q-SYS) and DSP configuration software
• Knowledge of AV signal flow, AV over IP, structured cabling standards, and rack build best practices