AV Support Technician Tier 1

AV Support Technician Tier 1 Skills and Abilities: * Basic understanding of network connectivity. * Strong troubleshooting skills. * Ability to manage remote system alerts and notifications. * Knowledge of **ConnectWise** software. * Familiarity with AV equipment such as speakers, amplifiers, volume controls, video controls, DirectTV, and digital signage * Proficiency in **MS Office**. * Ability to multi\-task and a willingness to learn new skills. Educational/Vocational/Experience Recommendations: * High school diploma or equivalent. * Call Center/Customer Service Experience * Strong written and verbal communication skills. * Familiarity with AV systems, IT fundamentals, or customer service is a plus but not required. * Strong desire to learn and develop technical expertise. Job Summary: The Entry Level AV Technician serves as the first point of contact for customers seeking technical assistance. This role involves triaging, documenting, and escalating issues in a clear, professional manner. The ideal candidate will have a willingness to learn AV fundamentals, contribute to a collaborative team, and maintain a flexible schedule outside the normal 9\-5 including weekend hours if needed. Occasional travel may be needed. Basic Responsibilities: * Serve as the first point of contact for incoming emails, phone calls, and chat inquiries. * Collect and document customer information accurately for escalation purposes. * Monitor internal chat systems and follow up with customers when issues are routed to the AV queue. * Escalate unresolved or complex issues to senior technicians, management, or specialists. * Maintain clear and professional communication with customers and team members.