About the Role
As an AV User Support Technician, you will serve as the first point of contact for all AV-related incidents, service requests, and operational support. Your role is crucial in maintaining clear, courteous, and professional communication before, during, and after AV usage. You will be responsible for logging, categorizing, prioritizing, and updating all AV incidents and service requests within the approved ticketing system. You will assist in supporting pre-event testing, system checks, and readiness validation for event-critical AV systems, while providing on-site and remote AV support for meetings, exhibitions, rehearsals, and daily operations. There will also be a requirement for you to support portable and off-site AV setups for various initiatives and special events.
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Key Responsibilities
- Act as the first point of contact for AV-related incidents, service requests, and operational support.
- Log, categorize, prioritize, and update all AV incidents and service requests in the ticketing system with complete and accurate details.
- Support pre-event testing, system checks, and readiness validation for event-critical AV systems.
- Provide on-site and remote AV support for meetings, exhibitions, rehearsals, and daily operations, including setup, operation, dismantling, and first-level troubleshooting across various locations.
- Support portable and off-site AV setups for initiatives and special events.
- Perform routine preventive maintenance, basic repairs, cleaning, and safe handling of AV equipment.
- Escalate complex or unresolved issues to AV Technical Services – Tier 2, and support Tier 2 with investigations, upgrades, documentation, and follow-ups under guidance.
- Maintain accurate records of operational activities, incidents, maintenance actions, and equipment usage, contributing to the AV knowledge base.
Requirements
- Educational Qualification: Degree or Diploma from a recognized university in Information Technology or a related field. Verification of certificates for all proposed and replacement resources may be requested.
- Years of Relevant Experience: 2-5 years of hands-on professional experience directly related to the specific service line, responsibilities, and scope of work. Experience in unrelated roles, domains, technologies, or operational contexts will not be considered as relevant experience.
- Professional Certification: CTS-I, CTS-D, Adobe Certified Professional (ACP), or equivalent, demonstrating expertise in the design, installation, and configuration of AV systems, live and scheduled events, and media content preparation.
