Technical Support Engineer

Job Summary:

The AVI-SPL Onsite Technical Support Engineer role will work in partnership with the Customer, management team, Global Helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience. The Technical Support engineer role is to provide technical leadership within the team. They provide a level of technical expertise and support the team leader role in the training of the technicians and shift management responsibilities.

Key Responsibilities

• Responsible for level 1 remote support of multimedia estate.
• Perform preventative maintenance task to help maintain customer spaces including but not limited to: testing/repairing cables, testing/repairing various hardware components.
• Responsible for job site documentation as needed.
• Firmware upload and download capability.
• Escalate all incidents to the onsite maintenance teams where required.
• Perform onboarding of technology hardware.
• Perform remote troubleshooting for customer offices globally.
• Perform remote checkouts and RFB tests following system updates.
• Work with other internal teams to co-ordinate RFB checks following updates to infrastructure.
• Manage and execute firmware and software upgrades of Multimedia equipment.
• Work with support departments and Supplier Account Managers to provide resolution options.
• Problem incident queue management.
• Act as primary support for troubleshooting all multimedia infrastructures.
• Support configuring, troubleshooting and deploying Cisco codecs and configuring TMS templates and control Hub.
• Support of Digital signage and room booking panels.
• Troubleshooting DSPs for audio issues.
• Participate in an on-call rotation to provide after-hours emergency support.
• Proactively fault-find and undertake upgrading/enhancing Multimedia capabilities.
• Work closely with maintenance team.
• Recommend tactical and strategic solutions for video networking and collaboration capabilities.
• Effectively communicate with employees, customers and colleagues
• Minor programming capability changes and troubleshooting..
• Ability to work and think independently and ensuring to meet deadlines.
• Knowledge of basic signal flow for audio, video and control.
• Other duties assigned as needed.

Education and/or Experience

• Minimum of 3 - 5 years of Audio/Visual or IT support industry experience.
• Minimum of a High School Diploma or equivalent preferred.
• Fluent in English - Excellent verbal and written communication skills.
• Team Management.
• Able to perform routine Testing and problem diagnosis for Audio Visual Technologies.
• Edit software code using audio mixer software to calibrate digital signal processor technology and eliminate echo and feedback.
• Ability to read and utilize blueprints and audio/video flow diagrams.
• Perform network troubleshooting to diagnose static and dynamic IP addresses.
• Report any service impacting event immediately to client.
• Promoting and driving team collaboration.
• Shift leader experience preferred.

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.