AV Support Engineer- NY

cb20 is a technology solutions provider of choice for organizations that value IT and Managed Services expertise and category-leading customer service. We partner with the world’s leading hardware and software companies to deliver end-to-end consulting, implementation and managed services across the U.S. With world-class engineering talent and 30+ years of experience cb20 delivers confidence, security, a true sense of control and the highest- quality, end-to-end customer experience in the business.

AV Support Engineer - The cb20 AV Support Engineer will work in partnership with the AV Practice team and Support Desk to provide service support for customers locations with the end goal of restoring functionality, and/or resolving related technology outages to our customers’ assets while delivering an “experience above.”  

Responsibilities and Duties:

• Manage and maintain the AV Support Desk ticket queue

• Respond with “triage” via phone or remote support for our customers at the on-set of a support call 

• Dispatch yourself and/or related AV resources to customer site to resolve reported issues

• Work with regional AV Project Managers and Practice Leader to identify and dispatch resources to customer sites that are out of Albany region 

• Manage project documentation and data related to completed AV projects so it is available for support as needed

• Read and interpret electronic schematics and architectural blueprints

• Perform preventative maintenance visits to help maintain a stable client-based system as needed

• Clean various AV equipment including but not limited to camera lenses, monitors and equipment fans as needed

• Take responsibility to accurately complete job documentation as needed

• Field installation of control programs (Crestron/Firmware) – upload and download capability with remote support

• Field service support of networked devices (Routers, IP Protocols, etc.)

• Perform service tasks in a timely and quality conscious manner including but not limited to pulling cable, installing connectors, mounting projectors and hanging ceiling mounts

• Provide necessary training and support for next level service technicians

• Provide end-user client training as needed

• Adhere to and understand OSHA standards for all phases of the job

• Setup and troubleshoot various video codecs/video teleconferencing systems

• Travel to various job sites required regionally 

• Other duties assigned as needed

Required Skills:

• Effectively communicate with employees, customers and colleagues

• Ability to use hand and power tools in a safe and efficient manner

• Ability to work and think independently and ensuring to meet deadlines

• Basic computer knowledge

• Knowledge of basic signal flow for audio, video and control

• Ability to manage small to medium projects

• Ability to solder & crimp connectors

• Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL driving standards

Required Certifications:

• Minimum of 3 years of audiovisual integration and/or support experience  

• Formal education in technology or related field preferred

• Minimum of a High School Diploma or equivalent preferred

• Preferred external training: OSHA 10-Hour, Avixa (InfoComm) CTS, Crestron Programming, Exton AV Associate Certification.

• Experience with Biamp, Shure, Crestron, and other various DSP manufacturers, Experience with various UC integration platforms (Zoom/Teams/WebEx)
• Experience troubleshooting and configuring web calling peripherals such as Neat, Logitech, BYOD systems, etc.