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Field Service Technician (FST)/On-Site Resource (KZN)
AtripleA recruitment & temps Friday, 15 November 2024 2Job Summary
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:
o Perform morning checks on AV equipment in booked meeting rooms to ensure readiness before meetings start
o Proactive checks on AV systems during downtime to prepare for live meetings or events, ensuring all systems function correctly
• Meeting & Event Support:
o 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
o Manage AV systems for Video Conferencing, Broadcasting, Delegate System Recordings, and other audio-visual functionalities
o Ensure all projectors and AV systems are switched off after use
• End-User Training:
o 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:
o Manage AV and network service requests and incidents, responding promptly to logged issues across meeting rooms, pause areas, and other designated spaces
o Conduct root cause analysis, troubleshooting technical issues, and resolving them onsite or escalating to the Ubuntu Service Desk when necessary
o Document, troubleshoot, and resolve AV and network anomalies during site visits or remotely
• Preventative Maintenance & Equipment Care:
o Conduct regular preventative room and system checks following procedure, ensuring equipment reliability and proper functionality
o Clean AV equipment (e.g., camera lenses, TV screens, projector fans) and perform routine tasks like changing projector lamps and cleaning filters
o Ensure DSTV distribution and other broadcasting systems are functioning throughout the building
• Installation, Configuration & Upgrades:
o Install, configure, and troubleshoot AV/VC systems both onsite and remotely
o Conduct site surveys to assess needs for new installations and upgrades
o Adhere to wiring and termination standards, ensuring AV installations are carried out to high standards
• Advanced Fault-Finding & Technical Resolution:
o Diagnose and resolve advanced technical issues related to AV systems, ensuring compliance with SLAs and response times
o Program and configure control systems (Crestron, Extron) and video conferencing systems
• Inventory Management & Reporting:
o Manage inventory for necessary parts and equipment required for AV service and installations
o Accurately document service activities, ensuring proper record-keeping for future reference and accountability
• Collaboration & Cross-Training:
o Work with technical teams and other departments to share insights, propose system improvements, and assist in pre-sales and post-sales activities
o Participate in cross-training to broaden technical expertise and support various technical areas
• Client Interaction & SLA Adherence:
o Act as a liaison between clients and internal teams, ensuring clear communication and swift issue resolution
o Conduct regular quality assurance checks to ensure compliance with client requirements and company standards
• Field Service & Support Flexibility:
o Provide remote support, telephonic assistance, and on-site visits as needed.
o Be available for overtime, travel, and standby duties
o Support field service scheduling, dispatching, and installation tasks during non-field service periods
• Ongoing Learning & Development:
o Dedicate time to ongoing training and self-improvement to stay updated with industry trends, emerging technologies, and system enhancements
o Contribute to the development of training materials and resources for both clients and internal teams
Minimum Requirements:
• Education:
o Matric/Senior Certificate (essential)
o Preferred technical certification or diploma in electronics, IT, or related field
• Experience:
o 2-4 years of proven experience in AV/VC systems, specifically in field service, installations, and troubleshooting
o Solid knowledge of Audio-Visual systems and technologies, including installation, wiring, cable termination, and adherence to best practice standards
o Experience with video routing, switching, and conferencing endpoints (Crestron, Polycom, Avaya)
o Basic room control experience and familiarity with DSP programming (advantageous)
• Technical Skills:
o Proficiency in Crestron (Non-Negotiable) and Extron AV/VC systems
o Knowledge of leading AV technologies and audio-visual installation practices
o Strong troubleshooting and problem-solving skills with the ability to work autonomously
o Audio experience, including basic DSP programming, is advantageous
• Additional Requirements:
o Fluent in English (Reading and Writing)
o Excellent communication, time management, and planning skills
o Strong customer service aptitude with meticulous attention to detail
o Must hold a valid driver's license, have access to a personal vehicle, and be willing to travel to client sites
o Proof of technical skills and experience is required
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