Technical Support Engineer

Responsibilities

Day-To-Day Responsibilities

• Adhere to client Service Level Agreements (SLAs) by ensuring timely response and resolution of AV and video conferencing support requests.
• Deliver remote technical support for integrated AV /VC / UCC systems, ensuring timely troubleshooting and resolution for end users and field technicians.
• Triage and troubleshoot AV /VC / UCC issues, identifying root causes and providing first-line resolution or escalating when appropriate.
• Respond promptly to customer inquiries via phone, email, chat and ticketing systems, ensuring all interactions are documented thoroughly.
• Manage an active case load, handling tasks such as field technician dispatch, parts ordering, and return merchandise authorizations (RMAs).
• Assist with configuration and operational support for video conferencing endpoints, control systems, DSPs, and other AV equipment.
• Follow up on open issues, coordinating with escalation teams and vendors to ensure timely resolutions and customer updates.
• Participate in on-call rotations and scheduled support shifts, ensuring continuous technical assistance for customers.
• Engage in prescribed training curricula to stay current with AV industry standards and emerging technologies.
• Develop process improvement initiatives and knowledge base contributions.
• Perform additional tasks, responsibilities, and projects needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.

Items to Consider:

• AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.

WHAT WE’RE LOOKING FOR

 

Must-Haves:

• Fluent in English
• 2+ years of experience in technical support, helpdesk, or remote troubleshooting roles focused on AV / VC / UCC technologies.
• Certifications from vendors such as AVIXA, Crestron, Microsoft, Extron, Biamp, QSC, Shure, Cisco, Poly, Dante.
• Strong understanding of AV /VC / UCC troubleshooting methodologies, including signal flow, hardware diagnostics, and networked AV basics.
• Experience supporting integrated AV /VC / UCC systems, including MTR-Pro, Logi Sync, Poly Lens, Cisco Control Hub, alongside Crestron and Extron control platforms, software-based control solutions, and DSPs such as Biamp Tesira, Shure, QSC Q-SYS, BSS, and ClearOne. Familiarity with video conferencing solutions like Logitech Rally, Tap, and Sync, as well as MTRs like Cisco, Microsoft and Poly.
• Experience in VoIP and Telephony, providing technical support and administration tasks and voice troubleshooting, diagnosing and resolving voice issues. Support and maintenance of voice integrations across platforms such as AudioCodes, Microsoft Teams, Cisco Unified Communications Manager, Zoom etc.
• Expertise in Digital Signage Platform and Content Management, including hardware and endpoint sport on platforms such as Appspace, Bright Sign and 22 Miles etc.
• Ability to manage multiple customers simultaneously, ensuring SLA compliance and timely resolution.
• Essential networking knowledge, including IP-based AV systems, network connectivity troubleshooting, and VLAN configurations for AV.
• Excellent communication skills, with the ability to provide technical guidance to both technical and non-technical users.
• Strong problem-solving mindset, capable of critical thinking under pressure.
• Ability to work independently and collaboratively in a fast-paced, remote support environment 

Nice-To-Haves:

• Experience with ServiceNow or other ITSM platforms for ticketing and case management.
• Experience with Room Booking & Scheduling Systems.
• Awareness of security best practices related to AV / VC / UCC systems, including device hardening, VLAN segmentation, and encryption protocols.
• Experience working with large-scale corporate AV / VC / UCC environments, or within a managed services provider setting.