Audio Visual Service Technician

For The Record (FTR) provides transformational digital solutions to justice partners across the globe, centered on the production of accurate and timely court records. We provide digital recording systems to thousands of courts in all 50 US states and over 60 countries. The COVID global pandemic has forced the justice system to rethink every established norm in the wake of physical closures, and social distancing protocols. Due to this, we are currently experiencing a monumental shift in technology adoption and have an extremely compelling suite of SaaS offerings to provide reliable and effective solutions. Our solutions reduce the time for an appeal, minimize wrongful convictions, increase transparency, provide access, and reveal inherent biases in the legal systems. If you are motivated to meaningfully evolve justice in your community, our country and globally, you will find a group of like-minded individuals at FTR.

Our global headquarters are in the USA, with development teams in the USA and Australia. In the USA, we are a dynamic team that wears many hats, with backgrounds in consultancy, law, tech, courts, audio, and more. We show initiative, fairness and thrive on problems without known solutions. We will challenge and stimulate your intellectual curiosity on how to improve our services!

As part of our ongoing growth, we are seeking a Service Technician with a customer-centric focus. This role is responsible for escalated front-line customer service involving recording products throughout our Client site locations. We will provide the necessary training towards your professional success.

Primary Role Responsibilities

• Conducts proactive and reactive support and maintenance of installed AV/VC systems and components at designated customer sites
• Diagnose and resolve technical hardware and software issues involving FTR and other products
• Responsible for maintaining and operating audio equipment used in the recording and distribution of multi-channel audio and video
• Advanced troubleshooting problems and repair of equipment such as digital audio recorders, audio systems, microphones, audio mixers, DSP processors, associated cabling and other multimedia equipment
• Familiar with older Extron and Creston devices as well as other brands such as Biamp and Williams Sound devices
• Deploy portable AV and recording scenarios as required
• Accurate and timely reporting and timekeeping in the Service Desk system
• Maintenance of asset register for AV related equipment owned in various client installations as well as management of portable recording and conferencing equipment
• Excellent customer relationship and troubleshooting skills, resolve escalated support requests in keeping with Service-Level Agreements (SLAs) for external and internal customers
• Able to demonstrate soft skills which includes: active listening, attentiveness, clear communication, persuasive speaking, ability to use positive language, confidence, good body language, patience and self-control and ability to empathize
• Provide regular progress updates for current and outstanding incidents or project tasks
• Present a neat and clean appearance
• Operate vehicle in a safely manner, adhering to all state/federal motor vehicle laws

Role Requirements and Special Working Conditions

• Position holder to be available after hours when required to support teams and operational issues as needed
• General working hours are 10:30 a.m.-7 p.m. Monday-Friday
• Interstate travel may be required
• Possesses Reliable transportation
• Ability to be on-call in the event of emergencies or as needed
• Valid US driver license
• Able to clear a criminal history background check

Essential work experience, qualifications, and skills

• Minimum of 2 years hardware, audio, audio visual and/or digital audio skills and qualifications.
• Formal training with installed AV systems with understanding of addressing issues specifically video over IP.
• Basic understanding of audio concepts such as how an amplifier, microphone and other common courtroom hardware components function.
• Has experience installing hardware or cabling such as mounting displays or video conferencing systems.
• Excellent written and verbal communication skills.
• Strong customer service experience.
• Ability to ensure consistency of standards/procedures and promote efficiencies.
• An ability to always maintain a positive outlook and working attitude.
• Highly detail-orientated when documenting information accurately such as recording time and activities within a Service Desk system, working to SLAs.
• Demonstrated ability to deal with sensitive and classified data.

Desirable work experience, qualifications, and skills

• Experience in IT or PC capability troubleshooting issues
• Experience working within Court Administrations
• Experience working with users of varying technical knowledge levels

Physical Requirements and Work Environment

• Position holder will be required to consistently lift over 50lbs and bend/reach for tools and equipment
• Work site may require ability to navigate stairs, ladders, and confined spaces

For The Record provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, For The Record complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.