Who we are

AVI-SPL is a digital ennoblement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

What you’ll do

Experiential Fleet Operations Technician Tier 3 is a fully remote role responsible for providing advanced technical support and troubleshooting for complex issues within the Experiential Fleet. This position will serve as a point of escalation for Tier 1 and Tier 2 support teams, ensuring timely resolution of critical problems through in-depth investigations, knowledge base management, and effective remote communication. You will be part of a team that operates in a “follow the sun model”, generally you will be working during business hours but you will be required to work after hours and weekends as needed to address urgent issues.

Day-To-Day Responsibilities:

Reactive support for escalations from tier 1 and tier 2 support with SLA. This is performed remotely using Google provided issue management tools.

• Tier 3 escalations in accordance with the SLO.
• Remotely work with tier 2 services, dispatched field services, or other reasonably capable third parties for issues that require smart hand support.
  • Debugging onsite issues that need to be visually seen.
  • Coordinating to assist in replacement hardware/software to resolve issues.
• Perform root cause analysis on any escalation support conducted.
  • Reporting to leadership if escalations result in impacted clients or events.
  • Reporting to leadership on RMA processes that may need to occur.
  • Reporting to leadership on recommendations for end of life software/hardware.
• Document all issue management.

Update and maintain knowledgebase for Experiential Fleet. 

• Training
• Runbooks on Software/Hardware
• Best Practices
• Known Issues
• Issue Management and Escalation Protocol

Must Haves:

• Proficiency in Linux operating based systems.
• Proficiency with Windows operating systems.
• Proficiency with Mac Operating Systems.
• Proficiency with online video productions technologies.
  • Cobalt encoders
  • Ross video switchers
  • Enterprise ethernet switches
• Strong communication skills.
• Strong reasoning skills and ability to think critically for time sensitive issues.
• Ability to work across all tiers of the support structure.

Desired Experience

• Experience with general networking.
• Experience in troubleshooting the following device types:
  • Desktop and server OS support (Mac OS X, Windows, Linux)
  • Linux
  • Unix
  • Virtual network computing (VNC)
  • Secure shell
  • Crestron
  • Ross Dashboard
  • Ventuz
  • Feltboard
  • Qsys
  • Dante
  • Picturall
  • Imposa MPU
  • Paradigm ACP
  • Mosaic MSC
• Experience with fleet management software such as unified endpoint management (UEM).
• Familiarity with enterprise level network switches & routers.
• Experience with Dante, including installation, configuration and maintenance of both hardware and software.
• Experience with Linux-based computers and single board computers.
• Experience with internet of things (IOT) devices or sensor devices (such as temperature, humidity and occupancy sensors).
• Experience with Raspberry Pi computers, including installation, configuration and maintenance of both hardware and software.
• Experience with complex network settings for audio/video such as VLAN, QoS, IGMP Snooping.
• Experience with testing and terminating various cabling such as ethernet, BNC, XLR, phoenix, etc.
• Experience with LED video walls, including installation, configuration and maintenance of both hardware and software.
• Experience with Yamaha audio consoles, including installation, configuration and maintenance of both hardware and software
• Experience with QSC including installation, configuration and maintenance of both hardware and software.
• Experience with Ross video switchers and Ross Dashboard software including installation, configuration and maintenance of both hardware and software.
• Experience with corporate and event lighting systems such as ETC products including installation, configuration and maintenance of both hardware and software.
• Knowledge of signal flow for audio, video and control.
• Able to read line diagrams in technical design documents.
• Intermediate PC troubleshooting expertise.
• Must be flexible to work after hours and weekends when required.

Nice To Haves:

• CTP (Certified Technical Professional)
• CCNA (Cisco Certified Network Associate)
• CNCT (Certified Network Computer Technician)

Why you’ll like working here

Medical benefits, including vision and dental

• Paid holidays, sick days, and personal days
• Enjoyable and dynamic company culture
• Training and professional development opportunities

More about us

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.