Field Service Technician (FST)/On-Site Resource (KZN)

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