Field Service Technician /On-Site Resource

Job Title: Field Service Technician /On-Site Resource (Western Cape)

Description: 

This is a dual role that combines the responsibilities of a Field Service Technician (FST) and an On-Site Resource. The position requires occasional callouts to various client sites to perform installations, configurations, and technical support, while the majority of the time will be spent as an on-site resource handling daily AV equipment checks, incident management, and preventative maintenance.

 

Duties and Responsibilities: 

 Daily AV Equipment Checks:

Perform morning checks on AV equipment in booked meeting rooms to ensure readiness before meetings start

 Proactive checks on AV systems during downtime to prepare for live meetings or events, ensuring all systems function correctly

Meeting & Event Support:

Assist with equipment setup, testing, and standby support for meetings, presentations, and events in areas like the Auditorium, Training Room, War Room, and other meeting spaces

 Manage AV systems for Video Conferencing, Broadcasting, Delegate System Recordings, and other audio-visual functionalities

Ensure all projectors and AV systems are switched off after use

 

  End-User Training:

 Provide training on the use of AV equipment and systems to end-users and clients, including video conferencing and control systems like Crestron and Extron

Incident Reporting & Troubleshooting:

 Manage AV and network service requests and incidents, responding promptly to logged issues across meeting rooms, pause areas, and other designated spaces

Conduct root cause analysis, troubleshooting technical issues, and resolving them onsite or escalating to the Company Service Desk when necessary

Document, troubleshoot, and resolve AV and network anomalies during site visits or remotely

Preventative Maintenance & Equipment Care:

Conduct regular preventative room and system checks following procedure, ensuring equipment reliability and proper functionality

Clean AV equipment (e.g., camera lenses, TV screens, projector fans) and perform routine tasks like changing projector lamps and cleaning filters

Ensure DSTV distribution and other broadcasting systems are functioning throughout the building

 Installation, Configuration & Upgrades:

Install, configure, and troubleshoot AV/VC systems both onsite and remotely

conduct site surveys to assess needs for new installations and upgrades

Adhere to wiring and termination standards, ensuring AV installations are carried out to high standards

  Advanced Fault-Finding & Technical Resolution:

Diagnose and resolve advanced technical issues related to AV systems, ensuring compliance with SLAs and response times

Program and configure control systems (Crestron, Extron) and video conferencing systems

Inventory Management & Reporting:

Manage inventory for necessary parts and equipment required for AV service and installations

Accurately document service activities, ensuring proper record-keeping for future reference and accountability

Collaboration & Cross-Training:

Work with technical teams and other departments to share insights, propose system improvements, and assist in pre-sales and post-sales activities

Participate in cross-training to broaden technical expertise and support various technical areas

Client Interaction & SLA Adherence:

 Act as a liaison between clients and internal teams, ensuring clear communication and swift issue resolution

Conduct regular quality assurance checks to ensure compliance with client requirements and company standards

 Field Service & Support Flexibility:

 Provide remote support, telephonic assistance, and on-site visits as needed.

Be available for overtime, travel, and standby duties

Support field service scheduling, dispatching, and installation tasks during non-field service periods

Ongoing Learning & Development:

Dedicate time to ongoing training and self-improvement to stay updated with industry trends, emerging technologies, and system enhancements

Contribute to the development of training materials and resources for both clients and internal teams

 

Minimum Requirements: 

Education:

Matric/Senior Certificate (essential)

 Preferred technical certification or diploma in electronics, IT, or related field Experience:

2-4 years of proven experience in AV/VC systems, specifically in field service, installations, and troubleshooting

Solid knowledge of Audio-Visual systems and technologies, including installation, wiring, cable termination, and adherence to best practice standards

Experience with video routing, switching, and conferencing endpoints (Crestron, Polycom, Avaya)

Basic room control experience and familiarity with DSP programming (advantageous)

Technical Skills:

Proficiency in Crestron (Non-Negotiable) and Extron AV/VC systems

Knowledge of leading AV technologies and audio-visual installation practices

Strong troubleshooting and problem-solving skills with the ability to work autonomously

Audio experience, including basic DSP programming, is advantageous

 

Additional Requirements:

Fluent in English (Reading and Writing) 

Excellent communication, time management, and planning skills

Strong customer service aptitude with meticulous attention to detail

Must hold a valid driver’s license, have access to a personal vehicle, and be willing to travel to client sites

Proof of technical skills and experience is required

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