A/V & Network Programmer - PorchLight Services

A/V & Network Programmer is responsible for end-to-end troubleshooting, assessment and resolution of issues related to a customer’s Audio/Visual system(s) and network integrations/smart homes. They will also provide support, preventative maintenance, and end-user training. They will adapt as needed to a variety of roles including Managed Services (dedicated client support) and Dispatched Services. They are a customer-facing representative and possess excellent customer service skills, a strong technical aptitude, and an ability to diagnose & solve complex problems.

 

Pay expectation: $18-$30/ hour depending on experience

Overtime eligible

 

Responsibilities and Duties:

• Provide exceptional AV service and support to customers across a variety of industries.
  
• Provide end-to-end troubleshooting and resolution of complex technical issues related to a client’s integrated AV systems (audio systems, video systems, networks, signal-management systems, control systems, etc.)
  
• Assistance, coordination and support of customer meetings/events/townhalls that involve the use of mixing boards, scripted content/presentations, speakers, discussion panels and audience participation (See Qualifications & Skills below).
  
• Mentor and assist other service technicians with troubleshooting of more complicated issues.
  
• Engage and collaborate with internal PPI engineers, programmers, project managers and Sales team to resolve complex technical issues that may require new design or retrofit.
  
• Perform Preventative Maintenance on AV systems per industry and manufacturer best practices.
  
• May occasionally need to perform room checks for assigned client(s), both remotely and/or onsite.
  
• Initiate and follow up on RMAs for defective equipment and replacement products.
  
• Attend & participate in daily Service Team meetings.
  
• Ensure Service Call status is kept current and customer-facing.
  
• Provide organized and continuous client training to help drive the client’s adoption of AV technology.
  
• Maintain customer manuals, drawings & as-built schematics when design has changed as a result if service & support.
  
• Represent in Managed Services (dedicated onsite support) roles, when needed.
  
• Transition & grow between roles as the needs of the department change.
  
• Understand Service business model and recognize opportunities to drive revenue growth.
  

Requirements

Qualifications and Skills:

• Certified in ELAN, Biamp, Q-SYS and IP Networks.
  
• Network experience (Network+ and/or CCNA preferred).
  
• CTS certification.
  
• Advanced-level understanding of signal flow and control systems.
  
• Experience with AV-related programming languages & methodologies.
  
• Ability to articulate technical ideas and issues to a non-technical audience.
  
• Experience with cloud-based service providers and virtual meetings (i.e., Zoom, Microsoft Teams, etc.).
  
• Willingness to occasionally work outside of traditional business hours and respond to urgent situations when they occur.
  
• Willingness to travel (up to 20%).
  
• Literacy in Windows and Mac operating systems.
  

Preferred skills:

•  5+ years of relevant experience.
  
•  Proven expertise in design, integration, and programming of AV systems.
  
•  Proven experience in troubleshooting complex AV systems.
  
• Project management experience is a plus.
  
• Ability to read & update technical drawings/schematics.
  
•  Ability to work independently.
  
• Ability to stay calm under pressure yet act with a sense of urgency.
  
• Excellent communication skills, both verbal and written.
  
• Must possess strong organizational, efficiency and detail-oriented skill sets.
  
• Professional presentation and demeanor.
  

Benefits

Benefits:

Health insurance stipend up to $400 each month

Dental insurance

401(k) matching

Paid time off

 

Qualifications and Skills: Certified in ELAN, Biamp, Q-SYS and IP Networks. Network experience (Network+ and/or CCNA preferred). CTS certification. Advanced-level understanding of signal flow and control systems. Experience with AV-related programming languages & methodologies. Ability to articulate technical ideas and issues to a non-technical audience. Experience with cloud-based service providers and virtual meetings (i.e., Zoom, Microsoft Teams, etc.). Willingness to occasionally work outside of traditional business hours and respond to urgent situations when they occur. Willingness to travel (up to 20%). Literacy in Windows and Mac operating systems. Preferred skills: 5+ years of relevant experience. Proven expertise in design, integration, and programming of AV systems. Proven experience in troubleshooting complex AV systems. Project management experience is a plus. Ability to read & update technical drawings/schematics. Ability to work independently. Ability to stay calm under pressure yet act with a sense of urgency. Excellent communication skills, both verbal and written. Must possess strong organizational, efficiency and detail-oriented skill sets. Professional presentation and demeanor. Schedule: Monday – Friday No weekends