Tag Archives: Services

Services

MediaCentric Help Desk

Our Helpdesk with: Your Name / Brand / Logo / Domain

Greg Jaubin is the head of our White-label HelpDesk and field technical support and has over 30+ years of experience in the AV field. Greg was MediaCentric’s first employee in Nov ‘01 and his time with us has spanned field installation, commissioning, programming, engineering, CAD, and technical support.

Maximize Customer Satisfaction

Maximize your customer satisfaction and minimize your expenses by utilizing our professional and experienced helpdesk team. With our service, you can provide your customers with quality support without the burden of hiring and managing your own helpdesk staff. Our team is available 60 hours a week, from Monday to Friday, providing the same level of coverage that would require two full-time employees. With our flexible subscription options, you only pay for the number of hours you need, making it a cost-effective solution for your business. Don’t let customer support become a financial burden, let us take care of it for you.

Systems & Services

Tier 1 Front Line

  • Front-line response to phone, email, platform tickets.
  • Receive and document incidents.
  • Live client support over the phone or video. Full ownership throughout the incident. Troubleshoot hardware, software, network, users.

Tier 2 Remote Resolution, Software

  • Advance remote diagnostics on hardware. Software or firmware updates, configuration review and modifications, advanced testing and troubleshooting.
  • Real-time feedback to audio or video in the space.
  • Manufacturer RMA’s on hardware replacement.

Tier 3 Desktop Support Senior Analyst

  • Senior technical engineers that can take any troubleshooting to the highest level. Perform Tier 2 diagnostics at an even higher level of knowledge, troubleshooting and debugging. Work with manufacturer support for software bugs.
  • Provide technical support for lead field resources onsite.

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  • White-label Email & Customer Ticketing Page

    We use your email/domain & respond in all communication with your clients.

  • Remote Support

    Our experienced agents as needed can remotely connect and resolve configuration issues, firmware updates, network diagnostics on your AV system.

  • Phone Support

    Personal Company IVR. Dedicated phone number to your own IVR. You can forward off of your phone system or dial in directly. Live Agents 60 Hours/Week Mon – Fri. Nights/Weekends notifications* with a response at x 1.5 of your subscribed hours.

  • Field Support

    Varied coverage areas by our own field staff or we can deploy your staff or other partners for onsite support after helpdesk determination.

  • Monitoring

    Based on the level of access you provide us, as well as the technology solution deployed in your designs, we can actively monitor locations, rooms, spaces, etc. for proactive service and dispatch.

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Posted by on June 9, 2023

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Services

Video Walls

MediaCentric specializes in the design, programming, and installation of video walls. A video wall is used in so many ways; for example, an elegant grand entrance information center, network operation centers, deposition rooms, stadiums, meeting rooms, executive halls, commercial or industrial info walls, or any place one might want to combine or custom-design pictures across multiple screens.

Installation Photos & Videos

Service Inquiry

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Posted by on November 12, 2019

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Services

Sales Engineering

MediaCentric™ can be used as a sales resource for large and/or complex AV/IT projects. Perhaps you want to prop up your sales team with expert reinforcements or white label all sales engineering through a larger coop. No matter the situation, MediaCentric™ is equipped and ready to tackle the rarest challenging opportunities to create wins for your company. Reach out to us using the inquiry form for more information or to get started.

Service Inquiry

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Posted by on March 20, 2018

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Services

CAD

CAD is mainly used for detailed engineering of 3D models or 2D drawings of physical components and it is also used throughout the engineering process from conceptual design and layout of end products, through strength and dynamic analysis of assemblies to definition of manufacturing methods of AV/IT components. Furthermore, many CAD applications offer advanced rendering and animation capabilities so engineers can better visualize their designs. MediaCentric will assist in your design, engineering, and review of both new and/or existing CAD designs to ensure workflow is smooth and the end result is exactly as expected.

How Can MediaCentric™ Help You with CAD?

  • Review of existing CAD drawings to ensure proper;
    • design,
    • engineering, and
    • execution.
  • Creation of new CAD drawings from;
    • design,
    • engineering, through to
    • execution.
  • Wholesale subcontracted assistance with integrating CAD models, components, and figures.

Service Inquiry

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Posted by on March 12, 2018

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Services

Consulting

Audio, Video and Information Technology Systems are the foundations of any successful business.

MediaCentric uses proven consulting methodologies, combining a hands on approach and attention to detail, leaving no part of the AV/IT lifecycle process open for security risk. From business issue discovery, requirements collection, strategy development and company impact management, to design, procurement and execution, our consultants give you the means to align technological infrastructure with direction. With the MediaCentric consulting team behind you, you can rest assured knowing you’re leveraging the industry’s best resources and maximizing your investments.

Service Inquiry

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Posted by on March 12, 2018

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Expertise

Help Desk

MediaCentric™ provides Help Desk technical services to manufacturers, Pro-AV dealers/VARS and end-users. These services include; remote diagnostics, installation and commissioning support for field technicians, end-user technical support and various training programs. MediaCentric™ helps customers avoid costly delays, service interruptions and system downtime through maintenance plans that support all aspects of audiovisual integration, unified communications and networking technologies

  • Tier 1 Support: Basic level support. Technical Operator gathers the customer information, analyzes symptoms, and determines the issue at hand. The issue is either resolved at this level or transferred to Tier 2.
  • Tier 2 Support: Administrative level support. Admin assists Tier 1 with basic technical problems and reviews the work order to evaluate the status and duration of the issue. Specific information regarding the equipment and/or the application is gathered. Requirements may include diagnostic testing, physical testing or replacing of hardware before transferring to Tier 3.
  • Tier 3 Support: Highest level support. Specialist provides assistance to Tier 1 and 2 with the issues documented as highly difficult or advanced. Previous tier work orders and resolution time frames are reviewed. New customer information and issues are documented and evaluated. If needed high level problems are sent to the original developers for in-depth analysis at critical stages to resolve the issue.

How Can The MediaCentric™ Help Desk Help You?

  • Hours of Operation 8am—6pm PST M-F. Extended Coverage Available.
  • Help Desk Operator: Live initial call within 5 minutes. Up to 1 hour response to start working the case.
  • Device specialist : Instant upon transfer, or no more than 2 hours
  • Onsite Technician: Available as soon as 4 hours, no more than 48 hours (pending on contract agreement)
  • MediaCentric™ uses Salesforce Cases and Metrics for tracking Help Desk Cases. Detailed Reporting and Metrics Available.
  • Extended coverage available for emergency support and after hours coverage.
  • MediaCentric’s Help Desk expertise includes control systems, switchers, audio DSP’s, room integration, videoconferencing endpoints, gatekeepers, gateways, MCU’s, firewall traversal, VC management systems and networking products.

Below are just some of the manufacturer products and solutions that MediaCentric’s HelpDesk is certified and trained in providing support

  • controls
  • Polycom
  • Radvision
  • GSA
  • jupiter
  • Lync
  • Liberty
  • crestron
  • Cisco
  • aarive
  • Extron
  • Biamp
  • Vidyo

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Posted by on February 28, 2018

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Expertise

Programming Capabilities

Our programmers will develop, test and implement software for A/V control systems per specifications and intent of usage. Our techs are certified in:

  • Crestron
  • AMX
  • Extron
  • Utelogy
  • Biamp
  • QSC
  • Polycom
  • ClearOne

We are always identifying new programming techniques to reduce development time while maintaining high quality programming.

  • ACE
  • ClearOne-Certified
  • Crestron-Certified
  • Extron-Certified
  • Polycom-Certified
  • Biamp

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Posted by on February 28, 2018

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Expertise

Video Conferencing Capabilities

A seasoned expert in the area of video conferencing, MediaCentric™ offers services in a collection of technologies that integrate video with audio, data, or both, to convey communication and collaboration in real-time over distance, for meetings between dispersed sites. With network infrastructure certifications in Cisco, Polycom, Lifesize and Radvision, in addition to multiple years of experience, MediaCentric™ is highly adept with several generations of products and deployments in the video conferencing space. In addition, MediaCentric™ holds Cisco, Polycom, Lifesize, Vidyo, Sony, and multiple other codec certifications, in order to meet the needs of your video conferencing system.

*MediaCentric™ is not a reseller.

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Posted by on February 28, 2018

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Expertise

Audiovisual Capabilities

With over 150 years of combined AV/IT experience and knowledge, MediaCentric™ is a trusted industry resource and integrator partner. MediaCentric™ has grown through the years with the industry, gathering experience and certifications in various control systems including Crestron, AMX, Utelogy and Extron. In addition to control systems, MediaCentric™ engineers are well versed and certified in several audio DSP platforms including Biamp, Polycom, QSys, Extron, and ClearOne.

A “best of class” independent professional services provider, MediaCentric™ offers technical expertise in video walls, maintaining certifications from industry leading manufacturer products such as Christie MicroTiles, Jupiter Systems PixelNet, and Fusion Catalyst and Planar Clarity Matrix.

MediaCentric’s expertise includes a wide array of products, solutions, and applications, including, but not limited to:

  • Christie, Digital Projection, InFocus, NEC, Pioneer, Samsung, and Sony, as well as dozens of other display manufacturers for projectors, plasmas, LCD’s, and LED products.
  • Da-Lite, Draper, and Stewart screens and lifts, including rough and finish work in drop ceilings.
  • Commissioning of system components, including video switchers, audio DSP’s and VTC codecs.
  • Installation of field devices such as ceiling/surface mounted speakers, microphones and cameras.
  • Cable pulls, terminations, wire looming, rack fabrication, and wiring.
  • Structural installation and fabrication capabilities to install products suspended from any type of ceiling, or on any wall.
  • Ability to perform minor carpentry and millwork modifications, depending on size and scope.
  • Light fabrication as needed for special installations.

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Posted by on February 28, 2018

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Services

Training

New technology can be intimidating to use and interact with in the beginning. We can give your end users the training they need to feel comfortable using their new AV system.

Services include but are not limited to

End User Product Training
Administrative Level Systems Training

Service Inquiry

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Posted by on February 28, 2018

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