AVIT Support Specialist

Role Overview

• Provide 2nd and 3rd level support for classrooms, meeting rooms and events in a tiered support model environment
• Setting up and support of audio and visual technology, computers in classrooms and meeting rooms, web conferencing, and control technology in classroom consoles
• Provide quality technical resolutions to incidents and problems
• Monitor the incident ticket queue in the service management tool and provide expert support by responding to, resolving, recording, and closing service incidents
• Provide technical training to staff, faculty, students and external clients on how to use a variety of audio-visual media equipment
• Collaborate and consult with ICT Infrastructure on network and wireless issues
• Act as a backup person for other members of the ICT Support group and participate on ICT project teams as required
• Maintain and ensure clear communication occurs with clients and stakeholders during all stages of the project.

Requirements

• Community College Diploma with three years experience 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
• Exceptional problem-solving skills for AV technology and wiring; ability to perform hardware maintenance
• 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.
• Effective collaboration skills, particularly in influencing, and negotiation skills with staff and faculty with varying levels of technical expertise
• Strong organizational skills, accuracy and attention to detail, proven ability to handle multiple priorities, work under short deadlines and manage changing priorities.
• A positive professional attitude with a passion to be a lifelong learner for new technology and demonstrating initiative.
• Physical ability to remove, replace and install equipment.
• Must have a valid G level driver’s license.

Tech Stack

• ITSM
• TCP/IP

Benefits

• Inclusive workplace policy
• Flexible work policy