Field Support Technician

Live in the Medina or Rochester, NY area? Join a Team That Keeps Critical Technology Running. Turn technical challenges into successful customer solutions. We're seeking a hands-on, customer-focused Field Support Technician to support advanced audio-visual and technology systems across corporate, educational, and mission-critical environments. This is more than a traditional IT support role. You'll be the technical expert customers rely on to commission, troubleshoot, and maintain sophisticated AV, networking, and control systems both remotely and onsite. If you enjoy solving complex technical problems, working with cutting-edge technology, traveling to customer locations, and making a direct impact on customer success, this could be the opportunity for you. Ready to be part of something great? Apply today and help deliver technology solutions that keep organizations connected, informed, and operational. WHAT'S IN IT FOR YOU - THE PERKS! 💵 Competitive Compensation

• Annual salary of $62,500
• Full-time exempt position
• Bi-weekly pay schedule

🏥 EZ Access MD – Free Healthcare for You & Your Family!

• Enjoy 24/7 telehealth visits and, in select areas, in-home diagnostics - all at no cost to you. Coverage includes you, your spouse or partner, and children ages 2–25. Just one more way Velocitii supports your well-being!

🩺 Benefits

• Medical, dental and vision insurance
• Voluntary life insurance, short & long term disability, hospital indemnity, and accident insurance
• 401(k)
• PTO after 90 days
• Enjoy paid holidays (including your birthday)
• Get paid to give back with volunteer time off

✈️ Travel & Variety

• Approximately 50% travel with most travel occurring domestically
• Occasional international travel opportunities
• Work in corporate offices, command-and-control centers, conference facilities, educational institutions, and other unique environments

🛠 Cutting-Edge Technology

• Gain experience with advanced AV systems, video walls, control systems, enterprise networks, and software integrations
• Work with both released and pre-production technologies
• Influence future product development through testing and feedback

🤝 Collaborative Culture

• Partner directly with customers, engineers, and product teams
• Share your expertise through training and technical support
• Make a measurable impact on customer satisfaction and operational success

📈 Growth & Development

• Expand your knowledge of AV, networking, and systems integration technologies
• Receive ongoing exposure to new products and emerging technologies
• Build valuable experience supporting complex enterprise environments

🕗 Dynamic Work Environment

• No two days are the same
• Balance field work, remote troubleshooting, customer training, and technical problem-solving
• Opportunity to work independently while remaining connected to a supportive team

A DAY IN THE LIFE

What You'll Do:

• Commission, configure, and support audio-visual hardware and software systems
• Troubleshoot technical issues involving AV equipment, corporate networks, Active Directory environments, and control systems
• Provide onsite, remote, and telephone-based technical support
• Support command-and-control centers, executive boardrooms, conference centers, and educational facilities
• Train end users and partners on products and solutions
• Participate in a rotating support schedule serving end users
• Test software in real-world environments and provide feedback to engineering and product management teams
• Maintain expertise across current and upcoming products and technologies
• Deliver exceptional customer experiences while working independently in fast-paced environments

WHAT WE'RE LOOKING FOR

Required:

• 1-3 years of experience in a Service Engineer role providing technical support
• 2+ years of experience supporting Microsoft Windows Active Directory environments
• 2+ years of experience working with computer systems, software, and IP networks
• Strong troubleshooting and analytical skills
• Excellent verbal and written communication abilities
• Comfortable leading customer training sessions and technical presentations, both formally and informally
• Ability to work effectively with customers at all organizational levels
• Ability to work independently and manage multiple priorities
• Ability to lift and move equipment weighing 50+ pounds
• Valid Driver's License and reliable transportation
• Ability to travel frequently, both nationally and internationally

Preferred:

• Experience supporting audio-visual technologies
• Knowledge of video wall systems and display technologies
• Familiarity with AV-over-IP platforms and corporate networks
• Experience with system integrations and API-based control systems
• Background supporting enterprise, government, or educational environments

Ideal Candidate:

You're a hands-on technical professional who enjoys solving problems others can't. You stay calm under pressure, thrive in customer-facing environments, and enjoy traveling to different locations to deliver exceptional support. You are curious, adaptable, and motivated by learning new technologies while helping customers achieve success.

Additional Expectations:

• Thrive in time-sensitive, high-pressure situations
• Work independently with minimal supervision
• Maintain professionalism when interacting with customers and stakeholders
• Adapt to changing priorities and technical environments
• Travel as required to support customer installations and service needs
• Follow established schedules and support processes

If your experience and qualifications align with what we're seeking, we encourage you to apply today. We look forward to learning more about you and what you'll bring to our team!

Monday-Friday

9:00 AM - 5:30 PM EST