Job Description
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
- Diagnose and resolve software and hardware related incidents related to audio visual systems and their associative components.
- Assist all users with any logged AV related incident when called upon.
- Accurately record, update and document requests using the IT service desk system
- Escalate incidents and requests to other support teams as necessary.
- Install and configure new AV equipment, including necessary cabling.
- Coordinate services from vendors related to installation and support.
- Perform AV software and hardware upgrades.
- Ensure a daily checklist is performed against high profile conference rooms and systems.
- Maintain good verbal communication skills; communicate effectively with technical and non-technical colleagues at all levels in the organization.
- Attend internal training as necessary to keep up to date with the latest technology and internal system processes.
- Work within the relevant legislation, policies, and procedures
Skills & Certifications
- Working knowledge of Microsoft Windows and Mac client operating systems
- Knowledge of mobile phone and tablet capabilities and apps
- Knowledge of ticketing tools
- Knowledge of Crestron and or AMX control systems
- Knowledge of video conference solutions like MS Teams and Zoom
- Knowledge of cable, satellite, and streaming services
- Knowledge of networking systems
- General hardware and software troubleshooting skills
- Able to communicate effectively in a professional manner on the phone, in writing, and in person.
- Able to prioritize, manage and perform under pressure to meet SLA’s.
- Knowledge and adherence of customer service best practices
AV Technician I
- Bachelor’s degree in computer science is a plus.
- Previous experience of working in an IT support role
AV Technician II
- Take ownership of AV related issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.
- Provide technical guidance to their peers in areas they have achieved mastery, to maintain a consistent experience for the end users.
- Work closely with vendors and other teams to quickly complete projects and resolve issues.
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
- Create, publish, and maintain AV related support documentation to assist all staff in the quick resolution of their incidents/service requests and enable users to become more self-sufficient.
Requirements
- Bachelor’s degree in Computer Science is a plus.
- 2+ years AV Technician I or Desktop Technician I experience required. For internal candidates, experience can be a combination of internal and external experience.
- General proficiency in Microsoft Windows and Macintosh operating systems
- General proficiency with mobile phone and tablet capabilities and apps
- General proficiency in the use of ticketing tools
- General proficiency in the support of Crestron and or AMX control systems
- General proficiency of video conference solutions like MS Teams and Zoom
- General proficiency of cable, satellite, and streaming services
- General proficiency in the support of networking systems
- General proficiency in hardware and software troubleshooting skills
- General proficient knowledge and adherence of customer service best practices
- Meets established SLA’s.
- Strong knowledge of AV standard processes and business applications
About Us
Mouser Electronics is an award-winning, global distributor of semiconductors and electronic components that ships to over 650,000 customers in 223 countries/territories from its one million sq. ft. state-of-the-art facility in Mansfield, Texas. Mouser.com is an award-winning website that features more than 6.8 million products online from more than 1,200 leading manufacturers.
Mouser employees enjoy competitive pay and benefits, a business casual dress environment, a state-of-the-art facility in which to work, and an experienced management team with vision and a passion for growth. Mouser has built upon 60 years of growth and success in the electronic components distribution industry and is a TTI, Inc./Berkshire Hathaway Company.
Mouser Electronics, a TTI, Inc. company, is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline, and termination. The Company prohibits discrimination, harassment, and retaliation in employment based on race; color; religion; genetic information; national origin; sex; sexual orientation; gender identity; pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; or any other category protected by federal, state/provincial or local law.
Attention Applicants: If you are an individual with a disability and require reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use our online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact HR@Mouser.com or at (817) 804-3850 for assistance with accommodation.
Some positions posted may require the use of information or access to hardware that is subject to the International Traffic in Arms Regulation (ITAR). Any applicant to these openings must be a U.S person within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. permanent resident (i.e., green card holder), political asylee, or refugee. All applicants must be at least 18 years of age.
Mouser Electronics, Inc. is an Equal Opportunity Employer - A Notice to All Employees & Applicants
For more information on your Equal Opportunity Rights or other important Employment Rights in the USA, read “Know Your Rights: Workplace Discrimination is Illegal” poster, E-Verify Participation Notice (English/Spanish), Right to Work Notice (English/Spanish), FMLA General Notice, U.S. Job Applicant Privacy Notice.