The AV Technician provides varied and complex technical service support in the use of AV resources and systems to meet user requirements. They offer over the phone, online, and/or on-site technical support to faculty, staff, students, and outside users for audio-visual equipment and services in academic and communication settings. The role involves managing regular and preventative maintenance of specialized AV equipment and related IT systems, troubleshooting incidents, and coordinating AV functions for special events. The technician works autonomously, oversees student workers, and may need flexibility for work outside regular hours.

Responsibilities

Manages tickets assigned through the AV Help Desk; acts as first responder and maintains responsibility for completion of each ticket assigned per requests from faculty, staff, students and outside users for assistance in setting up or proper operation of, audio-visual systems in formal and informal learning spaces, meeting rooms, labs and digital signage.
Provides maintenance, troubleshooting, instruction and/or support on the use of AV systems and equipment including but not limited to video conferencing, webinar, and lecture capture, as required by each ticket. Tickets include emergency incidents.
Responds to incidents and requests in a timely manner and provide solutions and/or a work-around to accommodate the user’s immediate needs.
Documents and follow-up on all incidents and requests, as well as managing the escalations of incidents and requests when required to ensure issue resolution.
Manages all AV equipment and services in each of their assigned zones, including but not limited to dedicated learning spaces, lecture theatres and classrooms.
Proactively identifies and resolves preventative maintenance issues, including troubleshooting and repairing systems and peripheral equipment, deploying new hardware, software and security updates, inventory check of supplies, equipment, warranties and maintenance agreements, and condition and operation check of AV equipment.
Maintains service records on each piece of equipment and accurate work record file statistics.
Orders and replaces equipment and hardware as necessary. Performs on-site repairs/maintenance on various audio-visual equipment including but not limited to multimedia projectors, control systems and digital system switching.
Provides maintenance and support for dedicated classroom PCs that are used by instructors and other users.
Ensures that all necessary software is installed and network connections are functioning properly.
Provides maintenance and support of RoomView system software for each connected room to manage remote monitoring and control of these rooms.
Debugs existing software application modules using detailed specifications and disciplined software development processes, quality standards and procedures.
Assists faculty, staff, students and other users in the planning and preparation of webinars, video conferencing, and video capture sessions. Ensures all necessary AV equipment (such as camera, codecs, recording and streaming devices) are delivered, set up, properly configured, and tested for the session. If required, provides basic AV production editing for faculties who can provide their own editing systems.
Manages AV support and AV equipment for special events. Works directly with faculty, staff, students, UBC Conferences and event coordinators to ensure all necessary AV equipment are delivered, set up, properly configured, and/or tested for the event.
Coordinates system integrations & implementations, system documentations, system and product re&re for repair, room scheduling and bookings, digital signage setup and trouble shooting, shipping and receiving, scheduling and booking of rental equipment and services, system orientations and training for various users, and vehicle maintenance as required.
Liaises and coordinates with Building Operations, Infrastructure Development, and UBC Scheduling Services regarding issues with blackboards, whiteboards, electrical, ventilation, heating, window blackout drapes, custodial, and room bookings and schedules, etc.
Performs other related UBC IT AV and UBC IT duties as required.

Requirements

Completion of a university degree in a relevant discipline or technical program and a minimum four years of related experience or an equivalent combination of education and experience. Some positions may require a graduate degree.
Valid Class 5 BC Driver’s License is required.
- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Nice to have

Undergraduate degree in a relevant discipline or Graduation from a technical college or institute. Graduation from a recognized two (2) year media technical program or training and/or certification in one or more of the following is preferred: Certified Technology Specialist (CTS), BiAmp, Crestron, Extron, Cisco VC and InfoComm. Digital support certification is an asset.
Up-to-date knowledge of current information technology techniques and tools is required. Good working knowledge of Webinar systems, AV production software for such as Final Cut Pro and Pro-Tools.
Competency in set-up and operation of audio-visual equipment.
Experience with Windows OS and Mac OSX environments as well as operation and support of laptop computers.
Excellent people skills, the ability to deal with and manage a diversity of people in a calm, courteous, and effective manner.
Ability to communicate effectively both verbally and in writing. Excellent organizational and time management skills.
Ability to work effectively with minimal supervision, and to prioritize and work effectively under pressure to meet deadlines.
Skilled in the use of a variety of hand-tools, such as screwdrivers, pliers etc., and simple electronic test equipment such as voltmeters, continuity checkers, soldering equipment etc.
Physical ability to lift, move, carry up to 25 kg.
Ability to stand and/or walk for extended periods.