Network Engineer

Intuitive•Sunnyvale, CA

1d•Onsite

About The Position

The position provides on-site technical support and troubleshooting for audio-visual systems at Intuitive Surgical locations. Reporting to the AV Operations Manager, the engineer works directly with end users to keep AV systems operating smoothly and resolve issues promptly. The role supports systems on-site or remotely, handles service requests within the IT Service Management framework, identifies root causes and permanent fixes, maintains systems, trains users, documents solutions, and coordinates system commissioning, vendor support, inventory, and equipment replacements. The role is based on-site in Sunnyvale, with consistent reporting by 7:00 a.m. Travel may be up to 10%. The work involves moving throughout multiple buildings and floors and occasionally lifting more than 30 pounds. Intuitive may require current proof of vaccination against certain diseases, including COVID-19, depending on the role.

Requirements

At least 5 years of experience providing technical support for AV, corporate video, or related IT systems, preferably on-site.
Associate’s degree in electronics, information technology, or a related technical field, or an equivalent combination of education and AV experience.
Strong knowledge of AV equipment and troubleshooting practices.
Experience with AV device management tools such as Zoom Device Management, Neat Pulse, Poly Lens, and Logi Sync.
Knowledge of audio digital signal processors (DSPs); QSC-level proficiency is highly desired.
General networking competence, including TCP/IP and VLANs.
Understanding of AV control system programming.
Ability to read and create AV technical drawings, with proficiency in Bluebeam.
Analytical problem-solving skills and the ability to work independently to meet SLAs in a fast-paced environment.
Strong written and verbal communication skills, including communication with Director-level colleagues and above, and a customer-service focus.
Ability to work on-site in Sunnyvale and consistently report by 7:00 a.m.
Ability to travel up to 10%.
Ability to occasionally lift more than 30 pounds and move throughout multiple buildings and floors.

Nice To Haves

Use of hand tools and terminating different cable types, such as Cat 6.
QSC-level proficiency with audio digital signal processors is highly desired.

Responsibilities

Support and troubleshoot AV systems on-site or remotely, including video conferencing, displays, projectors, audio processors, microphones, cameras, and control systems.
Respond promptly to incidents and service requests within the established IT Service Management framework, keep requesters informed, and escalate complex issues to engineering as needed.
Identify the root cause of recurring issues and follow through on permanent fixes.
Perform routine maintenance and updates to keep AV systems reliable.
Train end users to operate conferencing equipment and room controls.
Document troubleshooting steps and resolutions to build the knowledge base.
Coordinate with the support team and AV installation staff to commission completed systems and hand them off to operations.
Work with manufacturers and vendors on technical support and return authorizations, and assist with AV inventory and equipment replacements.