Job Description

Job Summary:

Under direct supervision, the AV Systems Engineer will be responsible for AV services support, AV technical support, and videoconferencing/lecture capture support in defined technology enhanced classrooms and learning spaces for Northwestern IT. The AV Systems Engineer will solve complex a/v issues when called upon. Candidate must demonstrate the ability to carry out careful quality assurance assessments and report on results clearly and concisely. Candidate will develop and upkeep both in-room and on-line documentation. Candidate should have strong technical background demonstrating ability to diagnose and resolve technical issues independently. Candidate must be able to thrive in a team environment.

Specific Responsibilities:

Responds to escalated hotline (7-ROOM) requests for immediate assistance and service requests across all lines of support in NUIT Learning Spaces Technology Support Service delivery locations. Coordinate and resolve escalated to other units. Support includes routine diagnostic functions and defined maintenance actions. Monitors and takes appropriate corrective action on daily basis in supported spaces.
Responsible for service delivery and quality assurance for AV support, classroom computer support, video conferencing support, lecture capture support, and events support in NUIT Learning Spaces Technology Support Service delivery locations. This position is critical in establishing and performing Incident Management, Change Management, and Problem Management functions and tasks.
Responsible for assurance of operational readiness for Learning Spaces Technology Support Service delivery locations. Functions include certification of new and upgraded service locations. Support includes routine diagnostic functions and defined maintenance actions for technology. Monitors and takes appropriate corrective action for security of supported machines and the network. Takes active role in maintaining best practices in room design and technology implementation for long term support and ease of use. Helps maintain short- and long-term plans for replacement and upgrades to AV, Computer, VC, and Lecture Capture technology in supported spaces. Helps maintain an inventory of AV supplies (i.e.,cables, batteries and misc. backup equipment).
Diagnose and resolve complex AV issues while serving as the subject matter expert for advanced troubleshooting and ticket escalations.
Supports both in person and virtual special events as needed. This includes advance testing and same day venue support.
Miscellaneous

Perform other duties as assigned

Minimum Qualifications: (Education, experience, and any other certifications or clearances)

A bachelor's degree in an analytical field or the equivalent combination of education, training and experience from which comparable skills can be acquired.
One year related professional experience in the AV industry.
One year demonstrated knowledge of video conferencing software (Zoom and Teams) and technical proficiency in computing and networking technologies (Windows and Apple OS).
One year demonstrated experience with Crestron products (or comparable). Understanding of Crestron's Fusion control.
One year demonstrated knowledge of various forms of lecture capture (Panopto).
One year demonstrated experience in trouble shooting VC and AV system problems under pressure.
Must be able to work closely with student employees.
Minimum Competencies: (Skills, knowledge, and abilities.)

Excellent written, verbal, analytical communication and presentation skills
Ability to build, lead and work in a team environment
Strong customer service focus
Ability to manage multiple tasks while maintaining focus and understanding with tasks have been assigned priority
Preferred Qualifications: (Education and experience)

5+ years of professional experience of AV installation and troubleshooting
5+ years related professional experience with AV systems support and diagnostics
Experience working in a higher education environment
Experience with managing high profile events with presentation technology, external vendors and on-site event support
In-depth diagnostics and understanding of Crestron Digital Media and NVX video systems
Understanding or hands-on experience with cloud management portals. (Crestron XIO cloud, OVRC, Zoom Rooms)
4+ years of in-depth experience with Crestron control systems – troubleshooting, diagnostics and problem resolution
Demonstrated experience of Crestron programming, Simpl Windows, VTPro, Toolbox
Experience with wireless presentation systems and interactive technologies using Bluetooth and WiFi
Experience with Dante audio configuration and protocols
Demonstrated experience with client management, coordinating technology resources and support for events
Experience with lecture capture and video collaboration software and services (Epiphan, Panopto, Zoom)
CTS Certification – CTS, CTS-D, CTS-I
Crestron Certifications
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Preferred Competencies: (Skills, knowledge, and abilities)

Communication – Oral/Written – Ability to effectively communicate to summarize activities and coordinate planned activities.
Ability to maintain respectful and effective working relationships with a variety of parties throughout the university community.
Work well in team setting
Ability to maintain focus on highest priorities in the face of competing demands
Dependability