Support Services Technician - Lake Nona, Orlando, FL

At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference – whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations.

Our dedicated teams craft solutions experienced by millions every day including:

• Delivering the fan experience at one of 100+ sports facilities for the NFL, MLB, NBA, NHL, MLS, NCAA
• Building the first fly pack broadcast system transportable by air - bringing the 2022 World Cup and Super Bowl into homes across the world
• Engineering the first high-density pixel canvas to display HD content at that scale for the Vornado, Marriott Marquis LED Display in Times Square, NY
• Empowering and monitoring communication and collaboration solutions within multi-national companies around the globe

Founded in 1993, we’re a global organization serving local needs with associates worldwide. Learn more at onediversified.com and follow us on LinkedIn and Twitter.

What part will you play?

The Support Services Technician reports to and works within an assigned client site location daily, providing support for technical system needs. The most important requirement for this role is the ability to create and maintain a client relationship which results in superior client satisfaction, as well as the renewal and growth of an ADOPT onsite support agreement. Support normally includes multiple aspects, such as meeting/conference/events assists, inventory tracking, reporting, and proactive systems maintenance.  System troubleshooting, configuration and break/fix system duties are a required expectation for this role.  Additionally, technician exercises technical skill level abilities to perform routine maintenance, and repair of faulty systems and equipment.

What will you be doing?

• Point person for AV break fix and service requests at the client site location.
• Perform troubleshooting, configuration, and break/fix support actions for AV systems.
• Perform routine preventive maintenance of technical systems, ensuring a ready to use state.
• Perform resolution of any system/equipment repair faults discovered within systems.
• Interface/liaison with others in efforts related to equipment faults and repair needs.
• Interface/liaison with manufacturers/vendors to facilitate equipment repair needs (as RMAs).
• Develop and manage/maintain an inventory tracking/recording mechanism.
• Track/update repair needs, work duties and events within ticketing systems.
• Produce summary and detailed reports.
• Maintain functional aspects of technical systems for an optimal ready to use state.
• Continue to progress elevated technical skills related to technical systems characteristics.
• Continue to grow and hone soft skills related to satisfactory client relationships.
• Create proper reporting materials to help express the value of the role to the client.
• Create an atmosphere of pleasure and confidence with the Diversified client experience. 

Physical Working Environment:

Normally provided a working area within an office/business environment. Dependent upon the client, this role is often called to support and perform work on systems located throughout the entire breadth of a client’s building(s) and campus grounds. The daily working conditions may have various demands/situational relationships.

Examples of the demands/situational relationships you may encounter:

• Equipment access needs may be located within difficult areas (under conference/meeting room tables, within equipment closets/rooms, behind large displays/walls, within ceiling areas, cramped within small spaces such as kiosks, etc.)
• There may be needs to safely lift/handle equipment weighing up to 50 pounds.
• There are normally demands for walking great distances on a regular/daily basis.
• There may often be needs to traverse up/down stairwells on a regular/daily basis.
• There may be needs to work on/at the top area of ladders, electric lifts, or atop scaffolding.
• There may be an occasional need to work with hand tools, and/or electric power tooling.
• Hot to cold temperatures (and vice-versa) within physical environments may be encountered.
• Stresses may arise related to system/equipment failures, or difficult client interactions.

What do we require from you?

Education/Certifications:

• A high school diploma (or equivalent) is a minimum requirement for this position.
• A background screen and driving records check will be performed for all applicants.
• Applicant’s must show a legal ability to work within the United States (via I9 verification).

Preferences will be given to those applicants possessing any of the following characteristics:

• A postsecondary education degree
• A technical school/education certification/degree
• Client relations related training/certifications
• AVIXA CTS related certifications
• Biamp related certifications
• Crestron related certifications
• Networking/IT related certifications 

Required/Desired Knowledge, Experience and Skills:

• Superior client relationship management is a requirement for this position 

Preference will be given to those applicants possessing any of the following characteristics:

• Deep understand of audio-visual related systems (3-5 years of AV install or support preferred).
• Deep understanding and experience trouble shooting control systems, video walls, and audio DSP
• Experience with video conferencing, unified communications, and collaboration platforms.
• Experience in a field related to providing face-to-face client technical systems support.
• Experience in a field related to providing technical systems support.
• Experience with supporting internal and external client relationships.
• Forward-thinking individual, with diligence and efficiency in multi-tasking.
• Possessing the ability to take ownership and provide solutions toward resolution.
• Excellent communications and client service skills, with consistent follow-through.
• Detail oriented and technically savvy.

To learn more about becoming part of the Diversified team, visit us at http://diversifiedus.com/about/careers/or email us at careers@onediversified.com.  

Diversified is an equal employment opportunity employer and all aspects of employment will be based on job requirements, individual qualifications, merit, performance and business needs. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, veteran status, age, disability or genetic information, or any other applicable characteristic protected under federal, state or local law. We celebrate diversity and encourage people of all backgrounds to apply for available positions.   Individuals needing assistance or an accommodation to complete an application due to a disability, may contact Human Resources at careers@onediversified.com.

Our compensation ranges reflect the cost of labor across several US geographic markets. The pay details below range from our lowest geographic market up to our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills and experience depending on the position offered, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.