Job: Technical Service Engineer (Onsite)

Job Summary

Company

SPS

Location

Parsipanny, NJ 07054

Industries

Telecommunicati​ons Services

Job Type

Full Time

Employee

Years of Experience

Less than 1 Year

Education Level

Unspecified

About the Job

This position is an onsite requirement as a Technical Service Engineer.  The technician will be required to handle day to day A/V integration and Multimedia support. 

Responsibilities:

The on-site AV/VC Specialist would be responsible for the following:

Day-to-Day AV Support

• Troubleshoot all AV/VC equipment problems, coordinating with outside vendors as appropriate. Work with international sites to help trouble shoot and resolve equipment problems.
• Perform appearance and preventive maintenance visits to all conference rooms, all Videoconferencing (VC) Rooms (VC connections, wires, peripherals, speakers, etc.)
• Ensure that all AV/VC equipment (local and international sites) are on the same version of software and, as new releases are available, install software on all local equipment and coordinate installation on international equipment.
• Ensure that all support requests are tracked in Providea’s CRM system for tracking, escalations, case closure and reporting.
• Set-up, break-drown and support meetings where audiovisual equipment is being used.
• Operate audiovisual systems and equipment during the meetings when required.
• Troubleshoot and resolve basic audiovisual system problems.
• Provide end user support for meetings where audiovisual systems are used.

Events

• Facilitate the “Executive Level Event” process Providea has in place to support high profile events.
• This includes but is not limited to, CEO Broadcasts, Town Hall type meetings, Scientific Meetings, Executive support, etc. (Support limited to meetings occurring during the Work Schedule defined below).

Customer Service

• Meet with customers before meetings and presentations to understand the customer’s requirements for how the audiovisual systems will be used.
• Educate customers regarding functionality of audiovisual systems.
• Operate audiovisual equipment for those meetings which require an operator.
• Provide immediate or “emergency” in person problem resolution when necessary and escalate unresolved problems to the Providea AV Help Desk or appropriate technical resource.
• Solicit and document feedback from customers to ensure overall satisfaction with conference room functionality (with and without video conferencing).
• Work with team to develop and promote adoption of conference rooms and technology.

Training

• Conduct informal training sessions to educate end-users on the capabilities of the conference rooms and how to operate the system during a meeting.
• Conduct on-demand and scheduled audiovisual operational training personnel.

Administrative Services

• Maintain and provide timely reporting per requirements.
• Track and document daily activity per requirements.
• Other activities normally associated with an AV/VC Specialist.
• Generate monthly reports to include: time of calls, multipoint/bridged calls, duration of calls, problems encountered, and corrective action(s) taken.

Preventive Maintenance

The Providea preventive maintenance program intent is to pro-actively identify, realize, and then resolve those audiovisual problems before they become an issue which may hinder a users presentation or meeting from being successful.

The Providea Preventive Maintenance program will include the following:

• Create a working inventory of all audiovisual equipment room by room.
• Categorize technology into customer defined groups. Provide recommendations for post-implementation support, including recommended maintenance procedures and general upkeep.
• Physical examination, re-certification, and confirmation of each AV system based on system functionality.
• Clean fans and all movable parts within all applicable electronic equipment.
• Verify functionality of all AV systems via control system/UI.
• This process will ensure the system is switching correctly and the control system buttons are operable and controlling the appropriate equipment.
• Corrective action (if needed) to the system including: adjusting, setting, cleaning and standard adjustments of AV systems and component equipment. 
• Balance and tuning including mixer adjustments for all integrated audio equipment.
• Provide system explanation and functional description as needed regarding work completed. Document findings and create a preventive maintenance report to include:
  • Summary of audiovisual systems
  • Define items needed; acquire quotes and timeline for items and provide this information to the point of contact
  • Provide summary and time frame for corrective actions

Supplemental Audiovisual Technical Support

In the event, billable/supplemental escalated technical support is needed, the Providea On-Site Support Technician will:

• Escalate unresolved issues to the Providea AV Help Desk.
• The Help Desk will work with the Providea On-Site Personnel to qualify the problem and coordinate the service visit by the Providea Technician.
• The Providea On-Site Technician will be the primary contact for local Systems and the Supplemental Providea Technical Support resource. The On-Site Technician will ensure the problem is resolved timely and accurately.
  • Test and verify system is working correctly according to Providea Systems requirements.
  • The On-Site Technician will ensure the problem is resolved timely and accurately.
• Providea will provide Supplemental Audiovisual Technical Support for purposes of resolving problems at our published time and material rates.
• Supplemental Audiovisual Technical Support Services will include:
  • Field Engineering
  • Field Programming
  • Field Installation and/or necessary technical support to resolve the problem

Education:                  

High School Diploma

                      

Experience:                 

Job Qualifications

Providea will ensure the provided On-Site Support Specialist has the following background:

• Exceptional customer service skills.
• Video conferencing systems including troubleshooting, usage and reporting and some production experience.
• Video distribution components (functional usage and troubleshooting including signal flow and definition)
• In Depth knowledge of AV systems and maintenance procedures.
• General knowledge and experience with control products (hardware, some software & troubleshooting),
• General knowledge of electronics and troubleshooting procedures as it pertains to the audiovisual systems. 
• Moderate computer skills and computer troubleshooting.
• Technical experience and knowledge regarding Cisco, Polycom, Lifesize, Crestron, AMX, Extron, Biamp, and Vidyo video devices and other audiovisual products as they have been implemented within the infrastructure.
• Ability to demonstrate effective oral and written communications.

Physical Requirements

The employee may sit comfortably to perform most of the work while using hands and fingers on a keyboard, telephone, writing, reaching with hands and arms for books, materials and talking and hearing callers.  No unusual physical requirements are necessary to perform daily tasks.  Periodic walking; standing; bending and reaching will be required, along with the occasional need to lift up to 25 pounds.

Work Environment

Work is performed in an office setting

PI69554195 

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