### Description ## Responsibilities - Diagnose and resolve technical hardware and software issues involving FTR solutions. - Conduct proactive support and maintenance of installed audiovisual equipment, video conferencing systems, and FTR software solutions at designated customer sites. - Perform advanced troubleshooting and repair of equipment, including audio recording systems, microphones, DSPs, associated cabling, and other multimedia equipment. - Troubleshoot and support legacy equipment in customer environments where required. - Configure and deploy portable AV and recording solutions as required. - Maintain accurate and timely reporting and record-keeping using company-designated case management systems. - Maintain the asset register for AV-related equipment across client installations and manage portable recording and conferencing equipment. - Demonstrate excellent customer service and troubleshooting skills while resolving escalated support requests in accordance with Service Level Agreements (SLAs) for internal and external customers. - Provide regular progress updates for current and outstanding incidents or project tasks. - Develop and refine hardware and troubleshooting documentation for knowledge base articles. - Prioritize and manage multiple support requests, incidents, and project tasks while meeting established Service Level Agreements. - Contribute to additional operational, technical, and customer support activities as required to meet business objectives, consistent with the scope and level of the position. ## Qualifications - 1-3 years of experience with hardware, audiovisual and/or digital audio systems. - Formal training with installed AV systems, with an understanding of troubleshooting and addressing issues related to AV over IP. - Understanding of AV concepts, troubleshooting procedures, signal flow, and how to isolate issues in an integrated system. - Ability to read and understand schematic drawings to guide troubleshooting procedures. - Experience installing hardware and cabling, including mounting displays and video conferencing systems, terminating cable, and diagnosing and repairing physical infrastructure issues. Soldering experience preferred. - Ability to demonstrate soft skills, including active listening, attentiveness, clear communication, confidence, good body language, patience, self-control, and the ability to empathize. - Detail-oriented when documenting information accurately in case management systems and within internal documentation. - Experience with Windows administration and troubleshooting. PowerShell experience preferred. - Strong communication of technical concepts to non-technical stakeholders, and experience working with users of varying technical skill levels. - Ability to prioritize work based on urgency and impact. - Ability to consistently lift over 50 lbs and to bend and reach for tools and equipment. Onsite work may require navigating stairs, ladders, and confined spaces. - Out-of-state travel may be required as needed up to 25% of the time. - Occasional support may be required before or after normal court hours to respond to emergency issues. On call availability in these cases is required. Notice of after-hours work will be communicated as far in advance as possible. - Must be able to pass a background check, possess reliable transportation, and hold a valid driver's license.