Technical Support Engineer

AVI-SPL

75d • $24 - $32

About The Position

The Technical Support Engineer is responsible for delivering remote technical support of Pro A/V and Video Teleconferencing solutions to customers and serving as an escalation point for other technical and non-technical team members alike. The Technical Support Engineer (TSE) Level 2 can be either the initial or secondary contact point for AVI-SPL customers both internal and external.

Requirements

• High School Diploma or equivalent is required.
• Formal education in Electronics or related field preferred.
• Minimum 2-3 years AV/Teleconferencing experience.
• Minimum 2 years customer service experience.
• Demonstrated knowledge of Video Teleconferencing endpoints and infrastructure.
• Demonstrated knowledge of AV Control systems and integrated room peripherals is desired.
• This position requires the applicant to hold industry-recognized certifications as prescribed.

Responsibilities

• Ensure customers are receiving prompt and efficient technical support of ProAV and Video Conferencing solutions.
• Handle and respond to inbound phone calls, email inquiries, and escalations from Technical Support Representatives.
• Participate in On-site dispatching, technical troubleshooting and case remediation.
• 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.
• Troubleshoot, document and issue remediation methodologies for contracted and T&M-based clients.
• Provide client support to users in the operations and configuration of videoconferencing systems.
• Participate as needed in prescribed training curriculum.
• Follow up on open issues with escalation groups to provide feedback to customer.
• May need to travel to various job sites.
• Obtain/maintain industry/manufacturer hardware certifications as required.
• Other duties assigned as needed.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees