AV Support Engineer and IoT Specialist

We're seeking a seasoned AV Support Engineer and IoT professional to join our dynamic team.

Job Description:

About the Role

We are looking for a highly skilled AV Support Engineer and IoT expert who can provide top-notch technical assistance to our clients. As an AV Support Engineer and IoT, you will be responsible for managing deployed AV solutions at client locations, focusing on meeting rooms and high-end environments. You will also collaborate with teams to comprehensively understand project scope and application requirements, develop in-depth knowledge of various systems/equipment/products deployed, alongside their associated applications, and diagnose, identify, and resolve assigned tickets within defined SLAs, encompassing both hardware and software aspects.

Key Responsibilities:

• Collaborate with teams to comprehensively understand project scope and application requirements.
• Manage deployed AV solutions at client locations, focusing on meeting rooms and high-end environments.
• Develop in-depth knowledge of various systems/equipment/products deployed, alongside their associated applications.
• Diagnose, identify, and resolve assigned tickets within defined SLAs, encompassing both hardware and software aspects.
• Demonstrate strong troubleshooting skills across AV hardware and software, paying meticulous attention to detail.
• Prioritize and resolve client issues without disrupting their workflow, both in terms of AV equipment and associated applications.
• Engage with peer and higher-level teams to swiftly resolve complex issues on applications and AV technology.
• Address meeting room and application-related issues reported through ticketing tools, telephone, and emails.
• Conduct routine health checks of AV equipment and applications in meeting rooms, taking prompt action for any identified issues.
• Collaborate with OEMs to rectify product/device failures within stipulated timelines.
• Attend internal/external AMC meetings, collaborating on inventory and spare lists for optimal client location uptime.
• Provide weekly status reports on resolved tickets and issues, ensuring compliance with SLAs.
• Maintain comprehensive support documentation and RMA list for client presentations on overall performance.
• Conduct user training on AV infrastructure and associated applications.

Requirements:

• Profound expertise in the AV industry and collaboration tools/platforms.
• 5 to 8 years' experience supporting medium or large enterprise AV infrastructure and technology, with an understanding of application support.
• Strong problem-solving abilities, collaboration skills, and adaptability for multitasking in both hardware and software domains.
• Basic understanding of Windows, MacOS, Networking, and AV over IP.
• Experience with enterprise collaboration platforms like Zoom, Slack, and MS Teams, coupled with application troubleshooting.
• Unified CM Administration certification or knowledge is advantageous.
• Good grasp of VoIP, Telephony, call management, and associated application interfaces.
• Additional certifications in AV/Windows and/or ITIL are beneficial.
• Flexibility, customer focus, and enthusiasm for continuous learning in AV technology and applications.
• Hands-on experience with industry-standard IT ticketing systems (Service-now, Salesforce, HPSM, Od, etc.).

Benefits:

At our organization, we offer a competitive compensation package, including performance bonuses and benefits that align with your career goals.

About Us:

We are a global leader in the AV and IoT industry, providing innovative solutions to clients worldwide. Our diverse team comprises experts from various backgrounds, united by a passion for delivering exceptional results.