AV Support Specialist

Marco is a high-performing technology services company with a track record of creating rewarding careers. Whether you are early in your career ready for an exciting opportunity, or an experienced professional eager to elevate your skills with a Print & IT services and consulting industry leader, then you have come to the right spot.

More about us. We make business technology Simple. Secure. Better. We do it all – from hosted/cloud services, copiers/printers, managed services, phone systems, document management, business IT services and audio/video systems. We are an organization with strong partnerships between sales and service. We have hundreds of sales professionals, engineers, and technicians ready to fix any and all customer problems. With over 50 years in the industry, Marco has a Gold Standard Culture with a focus on employee engagement, client satisfaction, vendor partnerships, and community partnership.

Join our growing team. You won’t regret it.

POSITION SUMMARY/OBJECTIVE: The AV Remote Support Specialist is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will provide remote technical support, troubleshooting, scheduling, and administration to Marco clients related to Audio/Visual, Video Surveillance and Card Access issues.

ESSENTIAL FUNCTIONS:

1. Answer client calls, emails, create tickets and correspondence in an appropriate and timely manner and determine problem severity to establish priorities. Ensure prompt communications to clients (internal and external) on status information and estimated resolution time related to AV, Physical Security and Card Access issues.

2. Proactively review and monitor the AV/Phy Sec service board and email alerts to ensure timely and accurate client follow-up and resolution, proper process and profitability.

3. Identify reoccurring issues in client’s environment and proactively provide recommendations to improve efficiency, performance and reliability of client’s AV, Physical Security and Card Access equipment.

4. Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process.

5. Install and maintain new and/or existing AV, Physical Security or Card Access equipment while working under the guidance of higher-level service personnel.

6. Perform all work in a safe manner including but not limited to loading/unloading vehicles, lifting equipment, climbing, etc. to protect yourself and your coworkers. Use good judgment and give constant attention to the work being.

7. Stay up to date with relevant state-of-the-art technology, equipment, and/or systems.

8. Perform remote support to clients and technicians Monday – Friday 8:00am – 5:00pm.

9. Function collaboratively as part of a fast-paced, client orientated team.

10. Assist AV Technicians with RMA equipment when needed.

11. Schedule service technicians.

12. Assist with RFP Submittals in a timely manner.

13. Attend required company and department meetings.

14. Represent Marco in a professional manner at all times.

15. Perform on call rotation after Marco’s business hours.

16. Perform other related duties as assigned. 

QUALIFICATIONS:

• EDUCATION AND EXPERIENCE
• Associate’s degree and two years of relevant experience; or equivalent combination of education and experience.




• LICENSES AND CERTIFICATIONS
• Non DSP Certification (QSC, Biamp and other) preferred.
• Power Limited Tech (PLT) if state required. Page 2 of 4
• Valid Driver’s License, proof of personal insurance and an acceptable driving record.

REQUIRED SKILLS:

• 1. Proficiency with business collaboration tools such as MS Office applications.
• 2. Communication – Must possess strong communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relations among all levels of an organization.
• 3. Commitment – See that a project or task is completed from start to finish. Demonstrate thoroughness and commitment.
• 4. Initiative – Must possess the ability to be a self-starter and take initiative. Work to identify and resolve problems in a timely manner however if you can’t resolve it yourself, use resources to find someone who can.
• 5. Flexibility – Adapt to changes in the work environment. Change approach or method to best fit the situation.
• 6. Team Work – Contribute to a positive team spirit by working with others on a combined task. Make contributions to the task and share the responsibility of the outcome. Exhibit objectivity and openness to others’ views and welcome feedback.
• 7. Time Management – Must possess the ability to prioritize several tasks and keep them running simultaneously (multitasking). Be able to recognize and respond to changing priorities in order to meet deadlines.
• 8. CTS Candidate Handbook.
• 9. Basic knowledge of Audio/Visual, Video Surveillance and Card Access.

Benefits:

We’re not just competitive when it comes to business tech – we’re also pretty proud of what we offer our employees. Our benefits include medical, dental, and vision insurance. We also have paid holidays and vacation, 401k with generous company match, flexible spending accounts, employee purchase program, employer-paid life insurance, voluntary-term life insurance, short and long-term disability, critical illness and accident benefits, and pet insurance. Yes, we care about your furry family too.

*all benefits are dependent on employment status

Equal Opportunity Employer /AA Employer/Minorities/Women/Protected Veterans/Individuals with Disabilities 

Applicant Labor Law Posters