For The Record Courtroom Technologist in Woburn, Massachusetts
For The Record provides courts with digital court recording confidence to give judges, attorneys and parties fast, reliable access to court recordings and transcripts. Our global group of companies has served courts for almost 100 years. Today, we are trusted with over 30,000 installations, across 62 countries.
We are currently focused on global growth with our latest industry-leading technologies driving digital transformation in the justice system. We have an ongoing goal to continue to build an enviable work culture and environment that inspires our employees. Please apply today to be considered for new opportunities.
As part of our ongoing growth, we are seeking a Courtroom Technologist with a customer centric focus. This role is responsible for escalated front-line customer service involving recording products throughout our Client site locations. The successful candidate will have exceptional interpersonal communication skills to liaise with court staff, judges, and associated personnel to achieve quality support of the courts’ technical needs.
Primary Role Responsibilities
Proactive and reactive support and maintenance of installed AV/VC systems and components at designated customer sites
Provide technical expertise and guidance to clients, ensuring a “white glove” experience
Diagnose and resolve technical hardware and software issues involving FTR and other products
Responsible for maintaining and operating audio equipment used in the recording and distribution of multi-channel audio and video
Advanced troubleshooting problems and repair of equipment such as digital audio recorders, audio systems, microphones, audio mixers, DSP processors, associated cabling, and other multimedia equipment
Deploy portable AV and recording scenarios as required
Accurate and timely reporting and timekeeping in the Service Desk system
Maintenance of asset register for AV related equipment owned in various client installations as well as management of portable recording and conferencing equipment
Performing morning sound checks, remediating issues before Court proceeds
Excellent customer relationship and troubleshooting skills, resolve escalated support requests in keeping with SLAs for external and internal customers.
Able to demonstrate soft skills which includes: active listening, Attentiveness, clear communication, persuasive speaking, ability to use positive language, confidence, good body language, patience and self-control and ability to empathize.
Provide regular progress updates for current and outstanding incidents or project tasks
Present a neat and clean appearance
Operate vehicle in a safely manner, adhering to all state/federal motor vehicle laws
Role Challenges and Special Working Conditions
Position holder to be available after hours when required to support international teams and operational issues as needed
Interstate travel maybe required
Valid US driver license
Essential work experience, qualifications and skills
Experience installing, configuring, and supporting commercial audio-visual equipment and systems, including digital audio (Biamp/BSS), control (Crestron/AMX), video conferencing, routing and image processing
Basic networking skills
Experience working with remote desktop systems and performing IT troubleshooting
Ability to analyze and troubleshoot IT problems methodically
Excellent written and verbal communication skills
Strong customer service experience
Ability to ensure consistency of standards/procedures & promote efficiencies
An ability to always maintain a positive outlook and working attitude
Experience of accurately recording time and activities within a Service Desk system, working to SLAs.
Demonstrated ability to deal with sensitive and classified data
Desirable work experience, qualifications and skills
Experience working within Court Administrations
Experience working with users of varying technical knowledge levels
Physical Requirements and Work Environment
Position holder will be required to consistently lift over 50lbs and bend/reach for tools and equipment.
Work site may require ability to navigate stairs, ladders, and confined spaces.
For The Record provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, For The Record complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.