Sr. Support Engineer

Role & responsibilities

• Manage and maintain AV asset inventory; ensure up-to-date records of all equipment.
• Monitor and respond to Global AV ticket queues, ensuring timely troubleshooting and resolution.
• Schedule and coordinate downtime of conference rooms for updates, maintenance, and testing.
• Perform regular backups of code/design files to Google Drivepost-deployment or after changes.
• Handle issue resolution, escalations, repairs, and RMAs across all Crestron/QSC enabled rooms (Large Conference, SIC, Training, Ohana, etc.).
• Execute preventive maintenance and firmware upgrades for QSC-controlled rooms, ensuring systems meet Salesforce standard (9.x or higher).
• Deploy and troubleshoot QSC room configurations, including User Interfaces.
• Administer and manage Logitech Sync platform for AV hardware monitoring.
• Onboard and manage devices in QSC Reflect and Dante Domain Manager.
• Conduct pre- and post-network change testing (e.g., after switch refreshes or re-IP).
• Provide hands-on support for escalated AV testing or advanced troubleshooting in coordination with the AV Engineering Team.

Preferred candidate profile

• Bachelors degree in any discipline or a related field.
• Minimum of 4 years of hands-on experience in AV support, infrastructure maintenance, or a similar technical role.
• Hands-on experience with Crestron and QSC systems.
• Proficiency in AV network testing and diagnostics.
• Working knowledge of Logitech Sync, QSC Reflect, and Dante environments.
• Certifications in Q-SYS Level 1 & 2 and Dante are highly desirable.
• Ability to interpret and modify AV configurations and understand complex system workflows.
• Excellent communication and coordination skills.
• Strong attention to detail and organizational abilities.
• Ability to work independently and collaboratively with global teams.
• Flexible and responsive to urgent support needs.