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34 AVI-SPL Jobs
Experiential Fleet Operations Technician
AVI-SPL
posted 12hr ago
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Job Description
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
- 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.
- 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.
- CTP (Certified Technical Professional)
- CCNA (Cisco Certified Network Associate)
- CNCT (Certified Network Computer Technician)
Employment Type: Full Time, Permanent
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