Job Description: Entry-Level AV Technician Support Desk
The Support Center Technician Level 1 will be responsible for providing first-level technical support to customers, resolving technical issues, and ensuring high-quality customer service. The technician will work as part of AVIT's technical support team and will report to the AV Lead and Service Manager
Basic Functions
- Respond to customer inquiries through phone, email, and chat in a timely manner
- Troubleshoot and resolve technical issues related to hardware, software, and AV network systems
- Provide clear and concise technical support to customers
- Basic technical support at the network level: WAN and LAN connectivity, routers, speakers, amplifiers, volume controls, video controllers, DirecTV receivers/equipment, TVs, digital signage.
- Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
- Document customer interactions and resolution in a ticketing system
- Escalate more complex issues to higher-level technicians
- Keep up to date with current technologies and industry developments
- Provide feedback to the team and management to continuously improve service delivery
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge, Skills, and Abilities Required
- Advanced understanding of operating systems, business applications, printing systems, and network systems.
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
- Diagnosis skills of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: ability to match resources to technical issues appropriately.
- Service awareness of all organization’s key services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-moving environment.
Educational/Vocational/Experience Recommendations
- High school diploma or equivalent.
- Strong written and verbal communication skills.
- 1+ years of experience in technical support or IT
- Familiarity with AV systems, IT fundamentals, or customer service is beneficial but not required.
- Desire and ability to learn and grow technical expertise.
Job Details
- Job Type: Full-time
- Pay: $16.00 - $20.00 per hour (depending on experience)
- Expected Hours: 40 per week
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
Additional Information
- Schedule: Some weekend availability may be required.
This position is ideal for individuals interested in developing their technical skills in AV and IT systems. If you're eager to learn and grow in a fast-paced environment, we encourage you to apply.
Job Type: Full-time
Pay: $16.00 - $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Support or AV: 1 year (Preferred)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Ability to Commute:
- Tampa, FL 33634 (Required)
Ability to Relocate:
- Tampa, FL 33634: Relocate before starting work (Required)
Work Location: In person
