Description:
This is a dual role that combines the responsibilities of a Field Service Technician (FST) and an On-Site Resource. The position requires occasional callouts to various client sites to perform installations, configurations, and technical support, while the majority of the time will be spent as an on-site resource handling daily AV equipment check, incident management, and preventative maintenance.
Duties and Responsibilities:
•Daily AV Equipment Checks:
oPerform morning checks on AV equipment in booked meeting rooms to ensure readiness before meetings start
oProactive checks on AV systems during downtime to prepare for live meetings or events, ensuring all systems function correctly
•Meeting & Event Support:
oAssist with equipment setup, testing, and standby support for meetings, presentations, and events in areas like the Auditorium, Training Room, War Room, and other meeting spaces
oManage AV systems for Video Conferencing, Broadcasting, Delegate System Recordings, and other audio-visual functionalities
oEnsure all projectors and AV systems are switched off after use
•End-User Training:
oProvide training on the use of AV equipment and systems to end-users and clients, including video conferencing and control systems like Crestron and Extron
•Incident Reporting & Troubleshooting:
oManage AV and network service requests and incidents, responding promptly to logged issues across meeting rooms, pause areas, and other designated spaces
oConduct root cause analysis, troubleshooting technical issues, and resolving them onsite or escalating to the Ubuntu Service Desk when necessary
oDocument, troubleshoot, and resolve AV and network anomalies during site visits or remotely
•Preventative Maintenance & Equipment Care:
oConduct regular preventative room and system checks following procedure, ensuring equipment reliability and proper functionality
oClean AV equipment (e.g., camera lenses, TV screens, projector fans) and perform routine tasks like changing projector lamps and cleaning filters
oEnsure DSTV distribution and other broadcasting systems are functioning throughout the building
•Installation, Configuration & Upgrades:
oInstall, configure, and troubleshoot AV/VC systems both onsite and remotely
oConduct site surveys to assess needs for new installations and upgrades
oAdhere to wiring and termination standards, ensuring AV installations are carried out to high standards
•Advanced Fault-Finding & Technical Resolution:
oDiagnose and resolve advanced technical issues related to AV systems, ensuring compliance with SLAs and response times
oProgram and configure control systems (Crestron, Extron) and video conferencing systems
•Inventory Management & Reporting:
oManage inventory for necessary parts and equipment required for AV service and installations
oAccurately document service activities, ensuring proper record-keeping for future reference and accountability
•Collaboration & Cross-Training:
oWork with technical teams and other departments to share insights, propose system improvements, and assist in pre-sales and post-sales activities
oParticipate in cross-training to broaden technical expertise and support various technical areas
•Client Interaction & SLA Adherence:
oAct as a liaison between clients and internal teams, ensuring clear communication and swift issue resolution
oConduct regular quality assurance checks to ensure compliance with client requirements and company standards
•Field Service & Support Flexibility:
oProvide remote support, telephonic assistance, and on-site visits as needed.
oBe available for overtime, travel, and standby duties
oSupport field service scheduling, dispatching, and installation tasks during non-field service periods
•Ongoing Learning & Development:
oDedicate time to ongoing training and self-improvement to stay updated with industry trends, emerging technologies, and system enhancements
oContribute to the development of training materials and resources for both clients and internal teams
Minimum Requirements:
•Education:
oMatric/Senior Certificate (essential)
oPreferred technical certification or diploma in electronics, IT, or related field
•Experience:
o2-4 years of proven experience in AV/VC systems, specifically in field service, installations, and troubleshooting
oSolid knowledge of Audio-Visual systems and technologies, including installation, wiring, cable termination, and adherence to best practice standards
oExperience with video routing, switching, and conferencing endpoints (Crestron, Polycom, Avaya)
oBasic room control experience and familiarity with DSP programming (advantageous)
•Technical Skills:
oProficiency in Crestron (Non-Negotiable) and Extron AV/VC systems
oKnowledge of leading AV technologies and audio-visual installation practices
oStrong troubleshooting and problem-solving skills with the ability to work autonomously
oAudio experience, including basic DSP programming, is advantageous
•Additional Requirements:
oFluent in English (Reading and Writing)
oExcellent communication, time management, and planning skills
oStrong customer service aptitude with meticulous attention to detail
oMust hold a valid driver’s license, have access to a personal vehicle, and be willing to travel to client sites
oProof of technical skills and experience is required
