Commercial AV Tier 1 and 2 Technical support/dispatcher

JAVI A/V LLC is hiring a Commercial AV Tier 1 and Tier 2 Technical Support Specialist and dispatcher for an onsite role in San Antonio, TX. This position supports customers, subcontractors, and field technicians through phone and remote troubleshooting across IT, audiovisual, networking, and CCTV systems, while also helping stage and prepare IP-based cameras for deployment.

What you’ll do

• Deliver Tier 1 and Tier 2 support for IT and AV issues via phone, email, and approved remote-support tools for customers, subcontractors, and field technicians.
• Receive, triage, and prioritize support requests, collect complete issue details, determine impacted equipment and business impact, and outline clear next steps.
• Troubleshoot audio, video, digital signage, displays, control components, signal distribution, structured cabling, network-connected devices, CCTV cameras, video management systems, and related cloud services.
• Diagnose common network and device issues involving IP addressing, DHCP or static addressing, gateways, DNS, PoE, device discovery, credentials, firmware, software, and configuration settings.
• Walk field technicians through structured troubleshooting and testing while maintaining clear, professional communication.
• Resolve issues within Tier 1 and Tier 2 scope, and escalate Tier 3, engineering, or manufacturer issues with diagnostic results, logs, photographs, serial numbers, configuration details, and documented actions completed.
• Document every support interaction in Salesforce and the applicable service or project record, including troubleshooting steps, resolution, follow-up requirements, and all customer or technician communication.
• Stage, program, configure, and bench-test IP-based CCTV cameras and related devices before release to the field.
• Complete device preparation tasks such as factory reset when appropriate, firmware updates, secure credential setup, IP configuration (subnet mask, gateway, DNS), and time-related settings including time zone and NTP.
• Enroll and verify cameras, encoders, bridges, gateways, NVRs, and other devices in the designated VMS or cloud surveillance platform, confirming live video, recording, and authorized remote access.
• Label each device and accurately record manufacturer, model, serial number, MAC address, assigned IP address, site/camera location, and configuration status while keeping credentials and configuration records only in JAVI-approved secure systems.
• Create field-ready deployment packages that include programmed equipment, configuration documentation, labeling, installation notes, and site-specific instructions for assigned technicians.
• Perform a final pre-deployment quality check and promptly notify management of equipment, licensing, compatibility, or configuration issues before dispatch.
• Support the subcontractor pipeline as requested by researching prospective technicians, participating in interviews and qualification steps, and maintaining qualification data in Salesforce.
• Prevent unqualified or ineligible technicians from being contacted or assigned by maintaining accurate CRM status notes.
• Review subcontractor documentation for completeness and validity, follow up until required records are received and properly filed, and verify that colleagues, subcontractors, and field technicians upload required project, service, and closeout files.
• Keep records organized and current across Salesforce, Box.com, and other JAVI-approved cloud platforms, including creating and maintaining Box.com folder structures according to JAVI naming, filing, and access standards.
• Review and clean up Box.com files to ensure correct documentation is stored consistently, and polish JAVI documents such as standard operating procedures and internal communications while maintaining consistent branding.
• Create professional PowerPoint presentations and other business documents when requested.
• Use practical understanding of business processes and basic accounting concepts when completing purchase requisitions for service cases.
• Assist other departments when requested during limited staffing, while still meeting responsibility for assigned priorities and deadlines.
• Identify process improvements and communicate recommendations to management, obtaining approval before implementing changes when required.

What you bring

• Associate degree or higher (required).
• Excellent writing and speaking skills with strong telephone communication.
• Hands-on experience providing Tier 1 and Tier 2 IT technical support.
• Hands-on experience staging, programming, configuring, and testing IP-based CCTV cameras before field deployment.
• Experience documenting support activity, technician records, and follow-up actions in Salesforce or a comparable CRM (Salesforce proficiency strongly preferred).
• Working knowledge of TCP/IP networking fundamentals including DHCP, static IP addressing, subnet masks, gateways, DNS, LAN connectivity, PoE, VLAN concepts, and secure remote access.
• Working knowledge of AV signal flow and equipment, including displays, digital signage, extenders, control components, structured cabling, and network-connected AV devices.
• Working knowledge of IP surveillance cameras, device discovery, firmware, ONVIF concepts, NVR/VMS or cloud surveillance platforms, and video stream settings, recording, and remote viewing.
• Proficiency with computers, cloud-based software, and Microsoft Excel, Word, and PowerPoint.
• Proficiency with, or ability to quickly become proficient in, Salesforce, Conga, Service Channel, Box.com, and Xero.
• High attention to detail plus strong organizational, documentation, and file-management skills.
• Ability to manage multiple priorities and meet daily deadlines.
• Reliable and accountable with consistent follow-through on open issues and commitments.
• Adaptable to changing priorities, technologies, and customer needs.
• Team-oriented with willingness to support colleagues while maintaining ownership of assigned responsibilities.
• Ability to receive constructive feedback and work effectively in an environment that values clear, direct communication.
• Resourceful problem-solving with initiative, including the ability to alert management immediately when urgent situations arise.
• Professional references from former direct supervisors are required.
• Any offer is contingent upon successful completion of a background check, as permitted by applicable law.

Technologies you’ll work with

• Salesforce, Box.com, PowerPoint, Microsoft Excel, Microsoft Word, Conga, Service Channel, Xero
• TCP/IP, DHCP, static IP addressing, DNS, PoE, VLAN, ONVIF, NVR/VMS

Compensation and schedule

• Job type: Full-time
• Pay: $50,000.00 to $55,000.00 per year
• Work location: In person (San Antonio, TX onsite)
• Minimum experience: 5 years

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance