Technical Support Engineer

Responsibilities

WHO WE ARE

 

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

 

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

 

WHAT YOU’LL DO

 

The Technical Support Engineer provides frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues. This role is responsible for diagnosing, triaging, and resolving AV-related incidents across customer environments, working closely with customers, service desk teams, and field technicians. The ideal candidate is a problem-solver with a strong understanding of AV hardware, software, and unified communications platforms. They must possess excellent communication skills and the ability to work in a fast-paced environment to deliver high-quality customer support.

 

Day-To-Day Responsibilities:

 

• • Ensure customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests
  • To act as an escalation point to the Technical Support Representatives / monitoring team and customer for their support needs and perform escalated troubleshooting and training to the customer and internal teams as needed
  • To work cases in the CRM.  To work with the customer to gather complete detailed information to understand the issue and look to provide an immediate solution to the incident at hand
  • Maintain the TSE case load while managing other common tasks including but not limited to: Triage/root cause analysis, Dispatching field technicians, ordering parts/ issuing RMA’s, Capture network files and logs
  • Validate designs, configure systems, and ensure operational readiness for new customers and services.
  • Provide early-life support and participate in continual service improvement initiatives.
  • Perform all appropriate remote troubleshooting with the customer and try to resolve the issue remotely if possible
  • Document all actions taken and update the case
  • Add continuing updates to the case as it progresses
  • Initiate escalation & assignment of unresolved customer issues to your supervisor and to work with the Service Delivery Manager as required
  • Continually monitor, coordinate and follow up on progress of issue resolution and ensure all appropriate parties are kept updated
  • Maintain working knowledge of Audio/Video and Video Conference system operation and general configurations
  • Participate in ongoing training and certification programs to increasingly add to knowledge base and ability to support new or advanced technology solutions

 

WHAT WE’RE LOOKING FOR

 

Must-Haves:

 

• 2+ years of experience in technical support, helpdesk, or remote troubleshooting roles focused on AV and UCC technologies.
• Strong understanding of AV troubleshooting methodologies, including signal flow, hardware diagnostics, and networked AV basics.

• MTR-Pro, Cisco Control Hub, Poly Lens, Logi Sync, Q-Sys Reflect and Yeahlink operational experience preferential
• Experience in a NOC environment is preferred from an Audio Visual, Video Conferencing, IT or Network background
• Proven decision maker under pressure
• Able to take ownership with decisive action to restore services
• Incident, problem and change management expertise
• Self-motivated and driven to deliver in a challenging global multi-cultural environment
• Ability to work in a high-pressure situation with tight deadlines
• Excellent written, oral communication and reporting skills
• Good time management and organizational skills
• Ability and desire to learn new skills quickly
• Certifications from vendors such as AVIXA, Crestron, Extron, Biamp, QSC, Shure, Cisco, Poly, Dante.

 

Nice-To-Haves:

 

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

 

WHY YOU’LL LIKE WORKING HERE

 

• Medical benefits, including vision and dental
• Paid holidays and PTO
• Enjoyable and dynamic company culture
• Training and professional development opportunities

 

MORE ABOUT US

 

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

 

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.

 

Pay Type

Min Base

Max Base

Hourly

$21.64/hr

$28.85/hr

 

This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.