AV Support Agent

Overview:

The primary responsibility of the AV Support Agent is to provide technical support to SAVi systems direct dealers, systems integrators, distributors, and end-customer technology managers. This position requires broad and comprehensive experience in Audio, Video, Lighting, and Control (AVLC) systems integration over a wide range of market segments to include Bar and Restaurant, Hospitality, Casino, Fitness, Eatertainment, and Stadium venues. A successful applicant will be versed in audio visual signal flow, have networking skills to be successful with today’s AVoIP products, and be versed in control system implementation.

What will you be doing?

• People call when things are not going well… you answer… you listen… you use your troubleshooting skills to deliver an amazing support experience while seeking to resolve the issue upon first contact.
• Routine support, maintenance, testing, troubleshooting, and resolution of technical issues in response to trouble tickets from internal field service teams and external system integrators.
• Technical guidance and instruction to dealers or SAVI employees by phone.
• Network troubleshooting
• Assist with remote software upgrades - as needed
• Test returned AV equipment to aid in root cause determination for hardware failures.
• Documentation of all work and communication with customers in case notes

What skills do you need to be considered?

• Minimum of 5 years of hands-on experience in the professional AV industry or associated industries.
• Excellent verbal and written communication skills.
• Excellent customer service skills and problem-solving abilities are required.
• Ability to critically analyze and independently resolve IT and AV technology issues at an intermediate to advanced level.
• Must be fluent in computer technologies, networked audio video, and control systems, and DSP technology.
• Must have a deep understanding of integrated audio-visual systems and signal flow. And strong theoretical knowledge in order to troubleshoot unknown end customer environments.
• At least one superpower – you are an audio guru, a video specialist, a device control wizard, or a lighting rockstar… something that gives you a deep area of expertise that would benefit the team.
• Bachelor’s degree preferred, but not required, with relevant experience.
• Ability to lift and maneuver up to 50 pounds of equipment.
• Ability to travel 10%, with overnight stays required.

What skills are nice to have?

· Experience as an AVLC Systems Engineer, Contractor, and/or Consultant

· Experience with third-party control integration (Crestron, Extron, Q-Sys, etc.)

· Experience with control system design, logic flow, or similar skills

· Audio Visual industry certifications (CTS, CTS-I, CTS-D, ANP, etc.)

· IT industry networking certifications (CCNA–Routing & Switching, Network , Security )

· Experience with ServiceNow or Salesforce

· Linux CLI experience

· Wireshark experience

What do you get?

· This is a full-time, permanent position working with cool tech and even cooler people.

· The salary range for this position is $65,000-$85,000 depending on experience

· 401(k)

· Dental insurance*

· Employee assistance program

· Health insurance*

· Life insurance

· Paid time off

· Vision insurance*

*employee-portion of the premium paid at 100%

Job Type: Full-time

Pay: From $28.85 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

License/Certification:

• Driver's License (Preferred)

Ability to Commute:

• Carrollton, TX 75006 (Required)

Ability to Relocate:

• Carrollton, TX 75006: Relocate before starting work (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person

Salary : $29