Audiovisual (AV) & Videoconference Support Technician - L3

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At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Level III On-Site Audiovisual and Videoconference Field Service Technician

Contract Type: Fixed term – 12 months with scope of extension

Hours of work: Mon-Fri (8:00am 5:00pm local time), excluding holidays).

Technician Responsibilities and Conduct

The On-Site Audiovisual and Videoconference Field Service Technician will have the following responsibilities:

• Act as the single point of contact for all support, maintenance and troubleshooting of the audiovisual and videoconference equipment located at Johnson and Johnson’s Belgium location,
• Troubleshooting and support will be limited to steps that will not void any warranty currently in place with Johnson and Johnson’s preferred audiovisual integrator. If there are any questions regarding these steps and warranty,
• The On-Site Audiovisual and Videoconference Field Service Technician will work with Johnson and Johnson to communicate these concerns to the audiovisual integrator to ensure that any warranty requirements are met.
• Provide the first line of communication and support with Johnson and Johnson’s preferred AV service vendor(s) for all problems and issues regarding the AV equipment, including the coordinating points of integration (i.e., systems and infrastructure as it relates to the audiovisual and videoconference systems.
• Exceptions would be any network systems or network infrastructure managed by Johnson and Johnson. Coordinate scheduling, budgeting, and tracking of AV equipment out for repair.
• Perform, during conference set up, third level problem determination and resolution (microphones checks, remote controls, control systems, cable management, etc.) as necessary according to Johnson and Johnson’s standard operating procedures.
• Manage, maintain, and troubleshoot AV equipment/systems in integrated conference rooms, including but not limited to, control systems (e.g., Crestron and AMX), matrix switchers (e.g., Extron).
• Troubleshoot, assess, and coordinate equipment and systems repair.
• Create, update, and resolve trouble tickets as assigned as well as monitoring queue.
• Assess business impact of serious/complex outages/problems and make recommendations collaborating with engineers and project managers.
• Provide training and client support to end users in the operations of audio-visual systems.
• Compile and maintain room and equipment inventory
• Maintain conference room integrity in compliance with Johnson and Johnson’s standard operating procedures, perform regular preventive maintenance checks (e.g., either report or address troubles such as cable management issues, safety standards noncompliance, etc.)
• Coordinate audio-visual activities with other Client groups as required (e.g., facilities, IT, etc.)
• Install small or portable videoconference and non-integrated AV hardware.
• Provide technical consultation, support, and act as lead contact for all video conferencing operations and maintenance.
• Recommend measures to improve performance and increase efficiency.
• Coordinates support to provide coverage during scheduled leave or unavailability and additional event support when demand requires additional personnel.
• Support of ITIL Infrastructure Management activities associated with the scope, including Incident (i.e., Help Desk), Problem, Change, Release, Deployment, Configuration, Provisioning and Capacity Management.
• Read and interpret electronic schematics and architectural blueprints.
• Field service support of AV/VTC endpoints and infrastructure (Microsoft Teams/Zoom/Cisco/AMX/Crestron/etc.).
• Perform Service tasks in a timely and quality conscious manner
• Provide necessary training and support for next level service technicians
• Adhere to and understand OSHA standards
• Travel to various job sites as required
• Other duties assigned as needed

All New Era Benefits Apply.

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