Job Summary
JAVI A/V LLC is a nationwide commercial audio video integrator. The AV Technical Support Specialist provides Tier 1 and Tier 2 technical support for information technology, audiovisual, networking and CCTV systems. The role serves as a first point of contact for customers, subcontractors and field technicians; diagnoses issues by phone and remote-support tools; resolves problems within established authority; and escalates advanced issues with complete documentation. This position also stages and programs CCTV cameras and related equipment before deployment, coordinates technician qualifications and compliance records, and maintains accurate information across JAVI's CRM and cloud-based systems.
Essential Responsibilities Tier 1 and Tier 2 Technical Support
- Provide Tier 1 and Tier 2 IT and AV support by phone, email and approved remote-support tools to customers, subcontractors and field technicians.
- Receive, triage and prioritize support requests; gather complete issue details; identify the affected equipment, system and business impact; and establish clear next steps.
- Troubleshoot audio, video, digital signage, displays, control components, signal distribution, structured cabling, network-connected devices, CCTV cameras, video management systems and related cloud services.
- Diagnose common network and device issues involving IP addressing, DHCP or static addressing, gateways, DNS, PoE, device discovery, connectivity, credentials, firmware, software and configuration settings.
- Guide field technicians through structured troubleshooting, testing and corrective actions while maintaining clear and professional communication.
- Resolve issues within Tier 1 and Tier 2 scope. Escalate Tier 3, engineering or manufacturer-level issues with diagnostic results, logs, photographs, serial numbers, configuration details and actions already completed.
- Document each support interaction, troubleshooting step, resolution, follow-up requirement and customer or technician communication in Salesforce and the applicable service or project record.
CCTV Camera Programming and Pre-Deployment Setup
- Stage, program, configure and bench-test CCTV cameras and related devices before equipment is released to field technicians.
- Complete required device preparation, including factory reset when appropriate, firmware updates, secure credential setup, IP configuration, subnet mask, gateway, DNS, time zone and NTP settings.
- Enroll and verify cameras, encoders, bridges, gateways, NVRs and other devices in the designated VMS or cloud surveillance platform; confirm live video, recording and authorized remote access before deployment.
- Label each device and accurately record the manufacturer, model, serial number, MAC address, assigned IP address, site or camera location and configuration status. Store credentials and configuration records only in JAVI-approved secure systems.
- Create a field-ready deployment package that includes programmed equipment, configuration documentation, labeling, installation notes and any site-specific instructions required by the assigned technician.
- Perform a final pre-deployment quality check and promptly communicate equipment, licensing, compatibility or configuration issues to management before dispatch.
Technician and Subcontractor Coordination
- Research prospective subcontractor technicians and support the interview and qualification process as requested.
- Document technician qualifications, relevant IT and AV experience, geographic coverage, capabilities and compliance status. Ensure all technician data is accurately entered and maintained in Salesforce.
- Prevent unqualified or ineligible technicians from being contacted or assigned by maintaining clear CRM records and status notes.
- Review subcontractor documentation for completeness and current validity; communicate directly with subcontractors when records are missing, incomplete or expired; and follow through until all required documentation is received and properly filed.
- Confirm that colleagues, subcontractors and field technicians upload all required project, service and closeout files, and verify that submissions are complete, accurate and filed in the correct location.
- Provide field technicians with the available scope, site information, equipment records and troubleshooting notes needed to complete assigned work efficiently.
CRM, Documentation and Cloud File Management
- Maintain organized, accurate and current records in Salesforce, Box.com and other JAVI-approved cloud platforms.
- Create customer, project and account folders in Box.com as directed by management and follow JAVI naming, filing and access standards.
- Review and clean up Box.com files; confirm that each folder contains the correct documentation and that records are stored consistently.
- Review, edit and polish JAVI documents, including standard operating procedures, technical documentation and internal communications, while maintaining consistent branding, logos and formatting.
- Create professional PowerPoint presentations and other business documents when requested.
Business and Team Support
- Apply a practical understanding of business processes and basic accounting concepts when completing purchase requisitions for service cases.
- Support other departments when requested, including during periods of limited staffing, while maintaining responsibility for assigned priorities and deadlines.
- Identify process improvements and practical solutions; communicate recommendations to management and obtain approval before implementing changes when required.
Required Qualifications
- Associate degree or higher required.
- Excellent writing and speaking skills and strong telephone communication skills.
- Minimum of five years of experience in an office or small business environment required.
- Demonstrated hands-on experience providing both Tier 1 and Tier 2 IT technical support required.
- Hands-on experience staging, programming, configuring and testing IP-based CCTV cameras before field deployment required.
- Experience documenting technical support activity, technician records and follow-up actions in Salesforce or a comparable CRM; Salesforce proficiency is strongly preferred.
Required Technical Knowledge and Software Skills
- Working knowledge of TCP/IP networking fundamentals, including DHCP, static IP addressing, subnet masks, gateways, DNS, LAN connectivity, PoE, VLAN concepts and secure remote access.
- Working knowledge of AV signal flow, audio and video equipment, displays, digital signage, extenders, control components, structured cabling and network-connected AV devices.
- Working knowledge of IP surveillance cameras, device discovery, firmware, ONVIF concepts, NVR/VMS or cloud surveillance platforms, video stream settings, recording and remote viewing.
- Proficiency with computers, cloud-based software and Microsoft Excel, Word and PowerPoint.
- Proficiency with, or the demonstrated ability to quickly become proficient in, Salesforce, Conga, Service Channel, Box.com and Xero.
Core Competencies
- High attention to detail and strong organizational, documentation and file-management skills.
- Ability to manage multiple priorities, use time effectively and meet daily deadlines.
- Reliable, punctual and accountable, with consistent follow-through on open issues and commitments.
- Adaptable and able to work efficiently as priorities, technologies and customer needs change.
- Team-oriented and willing to support colleagues while maintaining ownership of assigned responsibilities.
- Able to receive constructive feedback and work effectively in an environment that values clear, direct communication.
- Resourceful problem-solver who takes initiative, thinks ahead and presents well-considered solutions to management. Must be able to alert management immediately when urgent situations arise.
Other Requirements
- Professional references from former direct supervisors are required.
- Any offer of employment is contingent upon successful completion of a background check, as permitted by applicable law.
Job Type: Full-time
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education:
Experience:
- administrative: 3 years (Preferred)
- Microsoft Office: 5 years (Preferred)
- Administrative experience: 5 years (Preferred)
Work Location: In person
