Customer Support Technician

About Us:

Level 3 Audio Visual is a full-service AV integration company that is on a mission to transform how organizations engage with AV technology. We deliver customized solutions and provide comprehensive support to ensure our clients’ AV systems elevate their communication and collaboration. As we continue to grow, we’re seeking passionate professionals who are ready to innovate and help drive the future of the AV industry.

About the Position:

The Customer Support Technician (CST) is a mobile technical support professional responsible for maintaining, troubleshooting, repairing, and optimizing integrated audiovisual systems in customer environments. This role supports both preventative maintenance and break/fix service activities for commercial AV systems. The ideal candidate is a self-motivated technician with strong troubleshooting skills, technical expertise, and a passion for delivering exceptional customer service while ensuring AV systems perform reliably and efficiently.

What You Will Do:

• Perform preventative maintenance visits on integrated audiovisual systems in accordance with service agreements and company standards.
• Troubleshoot and resolve issues involving audio, video, control, conferencing, and networked AV systems.
• Update firmware, software, and system configurations to maintain optimal system performance and reliability.
• Analyze signal flow, diagnose system faults, and perform break/fix repairs or coordinate hardware replacements as needed.
• Modify DSP configurations, verify control system programming, and validate system functionality following updates or repairs.
• Read and interpret installation drawings, signal flow diagrams, and technical documentation to support service activities.
• Document service work performed and communicate system status, findings, and recommendations to customers and internal teams.

What We’re Looking For:

• High School Diploma or equivalent required.
• Minimum of 3 years of experience supporting integrated audiovisual systems.
• Experience troubleshooting commercial AV systems in customer-facing environments preferred.
• Experience supporting conferencing platforms, DSP technologies, and AV control systems preferred.
• Field service or field engineering experience within the commercial AV industry preferred.
• OSHA 10 certification required.
• AVIXA CTS (Certified Technology Specialist) certification required within the first year of employment.
• AVIXA CTS-I certification required within the first year of employment.
• AV9000 CQT (Certified Quality Technician) certification required within the first year of employment.
• OSHA 30 certification required within the first year of employment.
• Valid driver's license and ability to legally operate a motor vehicle.
• Ability to travel up to 20% and work overtime as business needs require.

What We Prefer:

• Strong understanding of audio and video signal flow principles.
• Ability to troubleshoot integrated audiovisual systems in commercial environments.
• Familiarity with videoconferencing and audioconferencing platforms.
• Basic knowledge of AV control systems and networked AV technologies.
• Proficiency with AV cable terminations, including crimp, solder, captive screw, and related AV cabling standards.
• Ability to read and interpret signal flow diagrams, installation drawings, and technical documentation.
• Strong problem-solving, organizational, and customer service skills.
• Ability to work independently as a mobile field technician.
• Ability to lift up to 50 lbs. and move up to 75 lbs.
• Ability to safely work on ladders and at varying heights.

Level 3 Audiovisual is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Level 3 Audiovisual participates in the E-Verify Program where and as required by law.

Please note that all legitimate communication from our team will only come from platform generated emails or from email addresses ending in @l3av.com. We will never request software downloads, financial information, or login credentials at any point in our interview or hiring process.