AV Support Technician Tier 1

AV Support Technician Tier 1

Skills and Abilities:

• Basic understanding of network connectivity.
• Strong troubleshooting skills.
• Ability to manage remote system alerts and notifications.
• Knowledge of ConnectWise software.
• Familiarity with AV equipment such as speakers, amplifiers, volume controls, video controls, DirectTV, and digital signage.
• Proficiency in MS Office.
• Ability to multi-task and a willingness to learn new skills.

Educational/Vocational/Experience Recommendations:

• High school diploma or equivalent.
• Call Center/Customer Service Experience.
• Strong written and verbal communication skills.
• Familiarity with AV systems, IT fundamentals, or customer service is a plus but not required.
• Strong desire to learn and develop technical expertise.

Job Summary:

The Entry Level AV Technician serves as the first point of contact for customers seeking technical assistance. This role involves triaging, documenting, and escalating issues in a clear, professional manner. The ideal candidate will have a willingness to learn AV fundamentals, contribute to a collaborative team, and maintain a flexible schedule outside the normal 9-5 including weekend hours if needed. Occasional travel may be needed.

Basic Responsibilities:

• Serve as the first point of contact for incoming emails, phone calls, and chat inquiries.
• Collect and document customer information accurately for escalation purposes.
• Monitor internal chat systems and follow up with customers when issues are routed to the AV queue.
• Escalate unresolved or complex issues to senior technicians, management, or specialists.
• Maintain clear and professional communication with customers and team members.