Digital Signage & AV Support Technician

Published: 6/14/2022

Job Description

Kollins Communications installs and supports digital signage and in-store AV displays for national retailers. We’re looking for a friendly, dependable Digital Signage & AV Support Technician with hands-on AV experience who wants to put it to work from our Ramsey office.

Store associates and field installers across the country call our Digital Services team when a screen, kiosk, or video display isn’t working. You’ll diagnose the problem over the phone: no signal, a frozen player, the wrong content, a dead display. You’ll walk the caller through the fix, check the player in our network, and decide whether it can be solved remotely or needs a part or a tech dispatched.

What you’ll do

Take inbound calls and emails from store associates and field installers about digital signage and AV issues
Troubleshoot signal flow over the phone: power, HDMI and other cabling, display inputs and settings, media players (e.g., BrightSign), and network connectivity
Talk non-technical callers through fixes in plain language, and talk shop with installers
Check player and content status in our network management tools
Open, update, and close service tickets with clear notes; follow up until each issue is resolved
Escalate hardware failures and complex issues to our technical team, with a clear write-up of what you’ve already ruled out
Follow call scripts and troubleshooting checklists for common issue types, using judgment on issues that don’t fit the standard script
Follow company policies, procedures, and best practices

What you need

1+ year of hands-on AV experience. Examples: AV or home-theater installation, digital signage, live event or rental and staging work, church or venue AV, or an AV integrator’s service desk
Working knowledge of displays, HDMI and signal flow, and basic networking
A calm, patient phone manner, especially with callers who aren’t technical or are in a hurry
Comfortable working in several systems at once while on a call (e.g. ZenDesk and Microsoft Office)
Organized, detail-oriented, and able to multitask across multiple calls and tickets
Ability to commute to Ramsey, NJ daily

Nice to have

Experience with BrightSign or other digital signage platforms
CTS or other AVIXA certification
Experience with a ticketing system (Zendesk, ServiceNow, Salesforce, etc.)
Curiosity about technology

Why Join Kollins Communications?

Hands-on experience with cutting-edge video and signage technology
Opportunity to grow in the professional video and digital signage industry
Collaborative team environment with training and career development

\nCompany Description

Kollins Communications has been helping companies bring ideas to life for more than 50 years, supporting projects that range from creative marketing communications to large-scale retail technology deployments. Founded in 1974, as RJ Martin Company, the company has grown alongside the technologies used to communicate with audiences — from early multimedia and video production to today’s digital signage networks, immersive media, and connected retail display systems.
Our team works with businesses and organizations that need practical solutions and reliable partners. That work ranges from supporting technology installed across retail stores nationwide to producing video, experiential media, and marketing communications for a wide variety of clients.
The work itself is varied and keeps things interesting. One day we may be coordinating systems installed in retail locations across the country, and the next we might be producing content for a motorsports brand or helping a local beach bar promote its next event. The common thread is a group of smart, curious people who enjoy solving problems and working together.
Our services include experiential video, e-media, digital signage systems, web support, photography, printed materials, retail point-of-sale displays, and trade show and event support. Learn more at www.kollins.com.
Kollins Communications is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. Employment decisions are made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin or ancestry, citizenship, disability, military status, or any other characteristic protected by law.

Company Description

Kollins Communications has been helping companies bring ideas to life for more than 50 years, supporting projects that range from creative marketing communications to large-scale retail technology deployments. Founded in 1974, as RJ Martin Company, the company has grown alongside the technologies used to communicate with audiences — from early multimedia and video production to today’s digital signage networks, immersive media, and connected retail display systems.\r\nOur team works with businesses and organizations that need practical solutions and reliable partners. That work ranges from supporting technology installed across retail stores nationwide to producing video, experiential media, and marketing communications for a wide variety of clients.\r\nThe work itself is varied and keeps things interesting. One day we may be coordinating systems installed in retail locations across the country, and the next we might be producing content for a motorsports brand or helping a local beach bar promote its next event. The common thread is a group of smart, curious people who enjoy solving problems and working together.\r\nOur services include experiential video, e-media, digital signage systems, web support, photography, printed materials, retail point-of-sale displays, and trade show and event support. Learn more at www.kollins.com.\r\nKollins Communications is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. Employment decisions are made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin or ancestry, citizenship, disability, military status, or any other characteristic protected by law.