Red Thread is New England’s premier Steelcase, Inc., dealership and provider of customized audiovisual solutions, integrated office furnishings, interior architectural systems and floor coverings which create exceptional places for working, collaborating and learning. We seek a dedicated, service-oriented professional to join our team as an Audio Visual (AV) Support Technician in our Wilmington, MA facility.

The AV Support Technician will provide technical and troubleshooting assistance to Red Thread Audio Visual customers and end users. This professional must be a great communicator and be able to translate their technical knowledge into actionable direction. Working under minimal supervision, the technician will receive calls and inquiries, provide support via phone, video and other remote tools, based out of our Wilmington, MA office. When they don’t have an answer, they know how to research the problem and come up with a solution.

The primary job functions are as follows:

• Serve as the initial responder at the Help Desk to Managed Service alerts and notifications
• Provide remote support to customers on support tickets generated by alerts and through direct customer request
• Complete all testing and documentation, including all updates to service tickets, in a timely, accurate, and detailed manner.
• Provide technical support to customers on support tickets generated by alerts and through direct customer request, over the phone, by video, or utilizing other remote tools to solve technical problems, maintaining systems, and enhancing services provided by Red Thread. When they don’t know the answer, they know how to research the problem and come up with a solution.
• Test, Prepare, configure, and deploy new, replacement, or upgraded hardware in the AV Lab on an as needed basis; such as when product comes back from repair, compatibility testing, etc
• Manage and monitor internal assets to ensure accurate inventory records
• Document all system changes by marking up existing project documentation, such as CAD Drawings and equipment lists, and provide copies to the helpdesk and engineering for updating of electronic as-builts
• Professional and courteous conduct towards all employees and clients
• Support Helpdesk staff in triaging support tickets
• Adhere to the established Departmental Methodologies and Policies and Procedures
• Promote a continuous quality improvement effort to enhance the services provided to clients and other Red Thread staff by demonstrating positive attitudes and actions through a display of courtesy, congeniality, cooperation, initiatives, sensitivity, professionalism, and continued professional development
• Protects the confidentiality of information, including Client list and interactions
• Other duties may be added and/or assigned as needed

Skills and Experience:

• A minimum of 4 years of experience working with Networked AV systems with at least 2 years in a troubleshooting capacity
• InfoComm CTS Certification desired
• Ability to read schematic diagrams and design drawings
• Must be familiar with Crestron, AMX, Extron, BiAmp, Dante, Polycom and Cisco equipment and the manufacturer software applications for configuring and troubleshooting
• Understanding of Network Topology & general networking knowledge
• Basic understanding of Crestron and AMX code
• Experience using tools for remote troubleshooting, such as Teamviewer, Remote Desktop, etc.
• Comfortable using windows based operating systems and Office 365
• Detail-oriented, well-organized, and accurate.
• Ability to work as a member of multidisciplinary groups as well as work independently with minimal supervision.
• Strong people skills and aptness for problem-solving. Ability to communicate technical information, both verbal and written, to a wide range of end-users.
• Excellent prioritization skills and an ability to make decisions quickly
• Success in team environments, demonstrating shared responsibility and accountability with other team members
• Ability to lift and transport moderately heavy objects