ROLE SUMMARY:
The AV Service Technician at MSG Ventures will help
maintain our diverse group of permanent installations, for both external
clients as well as our own internal installations, including the test
venues for The Sphere. The AV Service Technician is responsible for acting
as the primary resolver of issues for the Service Team, and is skilled at
diagnosing and troubleshooting a variety of AV systems. The Service
Technician troubleshoots and solves all but the most complex service
issues, and ensures issues are escalated to the appropriate groups
when necessary.
SPECIFIC FUNCTIONS/ACTIVITIES SUMMARY:
* Become deeply familiar with our existing client installations,
including user-facing functionality and their internal architecture
* Monitor service desk queues, respond to requests, perform
technical assessments,attempt to troubleshoot problems and isolate faults
in accordance with support agreements
* Collaborate with internal and external teams to troubleshoot and resolve
issues remotely
* Engage vendors for hardware problems covered under existing support contracts
* Ensure timely resolution and/or escalation of customer issues
* Update all relevant and required documentation
QUALIFICATIONS:
* You do not have to match all the listed qualifications exactly to apply;
they are a guideline and part of our wish list. The only required
qualification is a drive for continuous improvement.
* BS degree in CS, EE, CE and/or 1+ years of relevant experience maintaining
A/V installations
* Familiarity with support and issue tracking tools such as Zendesk,
Jira and Confluence
* Experience with a range of display products, including projection, LED,and LCD
* Familiarity with PC hardware, Windows, Ubuntu, Docker, VNC, RDP, VPN, SSH,
git and Robocopy. Ideally you’ve had experience with TouchDesigner
and NodeRed as well.
* Ability to effectively work with teams through ticketing system,
email, instant messaging
* Ability to describe technical concepts to non-technical customers
and team members
* Ability to work on multiple projects and prioritize tasks for each
* Attention to detail regarding documentation and issue tracking
* Dedication to excellent customer support.
* Strong oral and written communication skills and ability to establish relationships
with internal and external partners
* Self-directed and capable of working effectively in a dynamic environment.
You are organized and it shows