Technician: Support

• Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
• First-time-fix rate and recall rate under the stipulated requirements
• Maintain customer relationship
• Be pro-active on the calls allocated
• Ensure compliance with Quality Management System (QMS) procedures provided by the Field Service Manager (FSM)
• Maintain and manage sufficient boot stock
• Complete administration within time frames as per policies
• Action and close new calls within customer Service Level Agreement and Mean Time to Respond / Mean to Complete
• Technical support, maintenance, trouble shooting on all AV and VC related equipment
• To commission and quality assure audio and audiovisual installations to an excellent standard.
• Producing system configuration documentation and ensuring fully operational audiovisual systems.
• To perform quality assurance checks on installations and identify any issues that need resolving, and work in close collaboration with the installation team and the project manager to ensure they are resolved.
• Responsible for fault finding and technical resolution during the commissioning phase, escalating to third parties where necessary as well as on a continual basis after installation is completed.
• To collaborate closely with the programmer, and the client, in order to establish and share the brief for the control systems.
• Conducting off site and onsite testing and configuration.
• To work through software control systems to identify programming snags.
• Delivering system training to end users when newly installed systems are introduced
• Perform maintenance visits, on-going technical support and providing advice and information to colleagues in the support team. (Preventative maintenance is done daily and weekly)
• To communicate effectively to peers, management and customers.
• Review and update system schematics, cable schedules etc.; create O&M documentation and ‘as built’ versions of the technical documents for future internal reference.
• The development of junior audiovisual engineers / trainee commissioning engineers.
• Feedback to systems design team regarding products and design, and any other lessons learned on a project. Skills,
• Supporting and Moderating events through multiple web-based broadcasting platforms such as Blue Jeans, MS Teams and even Zoom.

• Matric qualification
• A+ N+ Qualification
• Polycom, Crestron, AMX and Extron Certifications will be advantageous
• Mechanical Skills
• Electronic Skills
• Soldering Skills
• Faulting Find techniques
• Network Skills

• 2 years of experience in maintaining equipment in an AV VC environment
• 2 Years working on desktop equipment
• 1 Year supporting Events (In Person or remotely on web broadcasting platforms )

• Good communication (verbal and written) skills and interaction skills
• High level of attention to detail
• Dedication to Customers both internally and externally
• Must be flexible to take on additional tasks
• Problem analysis
• Perseverance
• Self-Development
• Own Vehicle and Drivers licence

Altron