Provide 2nd and 3rd level support for classrooms, meeting rooms and events.
Monitor the incident ticket queue in the service management tool and provide expert support.
Collaborate with team colleagues to keep them informed of technical issues, follow-ups, escalations, and resolutions.
Provide technical training to staff, faculty, students and external clients on AV equipment.
Ensure service requests for event and/or conference support are logged and closed according to service level agreements.
Participate in continuing education by following market trends on audio visual emerging technologies.
Troubleshoot defective equipment and contact manufacturers for repairs.

Community College Diploma with three years experience working in a commercial or institutional AV environment in a maintenance or installer role.
AV Control System Specialist or AV Control System Professional certification or Extron Certified Specialist required.
ITIL Foundation Certification, AVIXA Certified Technology Specialist (CTS) and A+ certification, a definite asset.
Strong skills and experience with audio visual presentation control systems such as Extron (detailed examples will be required).
Exceptional problem-solving skills for AV technology and wiring; ability to perform hardware maintenance; technology includes projectors, web-conferencing, document cameras, and AV control systems.
Must be able to read and comprehend signal paths as laid out in an audio, video and control flow functional diagram/drawing.
Must be able to work in an environment using Microsoft’s MECM, active directory, Software Centre, web conferencing and have experience using an IT service management ticketing system.
Knowledge in networking fundamentals including TCP/IP, VLANs, WiFi, VPNs, and firewall routers.
Strong technical knowledge and experience with computer hardware, operating systems and applications; ability to diagnose, troubleshoot and provide timely resolutions; i.e. Microsoft 365 applications, Windows and Mac operating systems.
Demonstrate exceptional customer service skills in high profile, highly stressed situations.

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