On-Site A/V Service Technician in Seattle, WA at Whitlock

Date Posted: 8/23/2019

Job Snapshot

Job Description

Whitlock has a great opportunity for an experienced On-Site Service Technician to support our fantastic enterprise client base! The On-Site Service Technician provides technical support to customers through electronic dispatching, performs  preventive and corrective maintenance on audiovisual and broadcast systems, provides technical support to projects as needed, and manages customer relationship from a service perspective by providing professional, courteous support at all times. The On-Site Service Technician will coordinate very closely with the Help Desk, Sales, Management and Technical Operations to identify and repair customers customized solutions, identify sales opportunities, commitments and expectations, and will assist in training clients regarding their systems design, and its technical capabilities. This is a great opportunity for a self-driven candidate who thrives on working with cutting edge AV technology and interfacing with customers!

 Key Responsibilities:

  • Production Support  
  • Solution Design   
  • Leadership   
  • 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.

Job Requirements

  • 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.
  • Minimum ICIA CTS Certified - CTS-D preferred