Roles and Responsibilities:
The AV Support Engineer is responsible for providing technical support to students, teachers and staff and answering general inquiries for all audio visual technologies. Specific responsibilities warrant proficiency in using current technology tools and digital platforms to create, communicate, collaborate and organize.
- Provide troubleshooting and support, guiding users with steps over the phone, through remote support tools or in person.
- Provide AV/IT equipment setup and ongoing support for school events.
- Maintain and support audio visuals in a learning space or an office environment.
- Understand and assist in management of digital signage solutions on campus.
- Face to face and remote support for educators, students and parents.
- Recording all incidents and requests with relevant details in the helpdesk system reported via walk-ins, phone calls or emails.
- Vigilantly and effectively monitoring, evaluating and sharing responsibility with other team members for all incidents and requests reported via the helpdesk platform.
- Working diligently to meet the assigned SLAs (Service Level Agreements) for all reported issues and requests.
- Analyzing and evaluating all reported incidents and requests for any coordination, collaboration, escalation or delegation required with external A/V vendors.
- Assisting with e-waste management of SAS technology hardware for donation or disposal
- Assisting team’s procurement specialist to correspond with vendors for faulty hardware unit repairs and replacements.
- Performing other duties as and when assigned by the supervisor
Work Schedule/Hours:
- 40 hours per week. Scheduled depending on needs.
- Regular working hours: 7.30 to 4.15pm (including a 45 min Lunch Break).
- Events on campus may take place between the hours of 7am to 10pm.
- Working hours will be forecasted on a weekly basis and adjusted depending on event needs and requirements.
Qualifications and Experience:
- Diploma in Audio Visual Engineering and/or Technical Production
- Relevant experience (at least two years) in providing AV Support in a dynamic environment
- Excellent communication skills in English (verbal and written)
- Positive work attitude and initiative
- Knowledge of Apple hardware and software (macOS, iOS, tvOS)
- Knowledge of audio visual hardware and systems commonly used in educational institutions namely: Projectors, Voice-Lift Systems, Digital Signages, Mirroring tools, Video
- Conferencing equipment.
- Interest and good knowledge of technology troubleshooting, maintenance, and installations of above mentioned hardware and systems.
- Able to work diligently, independently and under time constraints
- Positive and growth mindset with excellent customer service skills
- Ability to learn and adapt to new technology developments
- Keen interest and experience in researching and collaborating with team on seeking new technology solutions
- Ability to work cooperatively with the team
- Ability to be flexible, creative and problem solve novel technology issues in a fast paced and dynamic environment
