Sr. On-Site A/V Service Specialist in Seattle, WA at Whitlock

Date Posted: 10/18/2019

Job Snapshot

Job Description

Whitlock has a great opportunity for an experienced Sr. On-Site Service Specialist to support our fantastic enterprise client base!  The Sr. On-Site Service Specialist provides technical support to customers through electronic dispatching, performing preventive and corrective maintenance and helping manage the customer relationship.  This is a great opportunity for a self-driven candidate who thrives on working with all levels of AV technology and interfacing with customers!

  • Production Support
  • Solution Design
  • Portfolio Delivery
  • Perform advance diagnostic troubleshooting and repairs to assigned AV/VTC systems
  • Perform diagnostic testing and evaluation of new and existing products in a laboratory environment accurately documenting test measurements and performance characteristics as needed
  • Provide support in VTC call management support from the endpoint as needed
  • Provide control system maintenance and support including minor code changes to control system and interface graphics as needed
  • Provide direct assistance and training to end users in the operation of VTC systems 
  • Coordinate any Whitlock and/or manufacture provided field support as required
  • Ensure compliance with all Customer safety and procedural guidelines at all times
  • Track all maintenance activity start to finish with proper documentation
  • Maintain sufficient spares on hand to affect rapid problem resolution for routine service issues
  • Coordinate with Whitlock National Service Center for collateral support, RMA processing and parts procurement as needed
  • Maintain accurate inventory on all AV/VTC systems including spare parts
  • Perform administrative tasks such as completing service tickets & reports, maintaining active status board on system readiness, etc.
  • Work flexible schedule as required

Whitlock is a video collaboration company that provides strategy, management, technologies and support to the world’s largest and most innovative businesses. We believe face-to-face collaboration creates stronger relationships and makes way for both business and personal success. What we give to a customer is the ability to connect, work together and share ideas with a reliable video experience. Whatever you’re trying to do, and who ever needs to join in, we’ll help you share it with the world.

Our company promotes and rewards client-focused behavior, entrepreneurial thinking, teamwork, integrity and a passion for success.  We also provide training to ensure employees develop themselves for their own career and to add value to our clients.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Requirements



Required Skills

  • High school diploma is required.  College degree or specific industry training
  • Minimum 8 years of Systems Engineering experience supporting collaboration tools across a distributed workforce
  • Solid understanding of Office 365 workloads
  • Experience managing and supporting Exchange Online and Skype for Business
  • Experience managing video conferencing solutions:  Skype for Business, BlueJeans, Zoom, Teams
  • Knowledge and understanding of collaboration tools:  Workplace Live, Skype/Teams
  • Understanding of protocols and codecs:  SIP, WebRTC, H.264, RTMP, MPEG-DASH, HLS
  • Experience working with Polycom, Crestron, and Cisco video conferencing device 
  • Knowledge of Polycom Clariti infrastructure is a plus!
  • Strong ability to troubleshoot audio and video issues for video conferencing technologies.
  • Knowledge and experiencing of broadcast technologies such as Skype Meeting Broadcast
  • Experience working under pressure
  • Knowledge with networking principles and technologies including routing, load balancing, firewalls, and DNS.
  • Knowledge of CUCM and relevant Cisco technologies and software
  • Solid understanding of Active Directory and Active Directory integration
  • Ideal candidate would have education and/or equivalent experience in a prior Systems Engineer position 
  • Ability to use knowledge, sound judgment, and resourcefulness to support the design and deployment of global technology solutions 
  • Strong verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
  • Ability to participate in an on-call support rotation for 24x7 support
  • Current familiarity with videoconferencing and broadcast manufacturers of equipment, including some direct training.
  • Experience interpreting system drawings
  • Manufacturer training and/or sufficient experience in the integration and operation of video conference endpoints and infrastructure as needed to properly maintain Customer deployed systems
  • Minimum ICIA CTS Certified - CTS-D preferred
  • Strong computer skills including Apple & PC-based applications such as: Microsoft Office (Word, Excel, & PowerPoint), Microsoft Outlook, Microsoft Project, Internet Explorer, etc.
  • Strong organizational skills and the ability to multi-task
  • Skilled at Technical Writing
  • Strong Team player
  • Self-sufficient, self-motivated, organized, reliable and punctual
  • Professional demeanor and good people skills including the ability to interact well with Customers, office personnel, field technicians, engineers, sales, vendors, and upper management, etc.
  • Excellent work ethic and dedication to schedule commitments
  • Professional business casual attire
  • Provide own reliable transportation