Tier 2 AV Support Engineer

Continuant • Fife, WA

6d • Remote

About The Position

Continuant is a Managed Services Provider and Systems Integrator, delivering multi-OEM legacy support and world-class Unified Communications and Audio Video solutions. With business transacting 24/7, companies can’t afford to miss opportunities because of disconnection. Continuant helps hospitals, universities, government organizations, manufacturers and other technologically diverse companies stay connected by providing communication and collaboration technology. Our wide range of products and services give our customers confidence that they can rely on their technology and make the most of every opportunity. We are searching for a knowledgeable, experienced AV engineer or technician, with a customer service background to support our end users, dealers, and distributers. You’ll be expected to provide troubleshooting and technical support over the phone, using web-based tools, and by email. You will advise customers regarding the product's proper use and address specific user issues. During problem escalations, you’ll act as a liaison between customers and Tier I and Tier III support.

Requirements

• 5+ years of experience in the AV sector, with a proven record of effectively installing, commissioning, designing, configuring and/or troubleshooting corporate AV systems.
• Experience in trouble analysis and resolution of technical problems within multi-discipline environments from integrated systems to device level software, firmware, or hardware.
• Experience with penetration testing techniques and tools.
• Drafting skills (AutoCAD, Visionworks, etc)
• Experience with MSFT Office - particularly Excel, Word, Outlook, Teams
• Experience with DSP (digital sound processor) configuration - QSys, Biamp, BSS, etc
• UC/MTR proficiency - Teams, Zoom, WebEx, etc
• Knowledge of networking principles
• Deep technical knowledge of AV concepts and integrations: audio gain structure, networked audio, video codec, JSON, .net AV framework, object-oriented programming, and TTL logic principles.
• Knowledge of and experience with Service Now (SNOW) ITIL toolbox.

Nice To Haves

• 7+ years related experience
• 5 years of AV integration experience
• AV Design Experience
• Formal education in Electronics or related field
• Avixa (InfoComm) Audio-Visual Industry Certifications
• QSC Q-Sys Certification (Level 1 & 2: Audio, Control, & UCI)
• Utelogy Support and Design Certification
• Crestron Professional Installation
• Exton AV Associate Certification
• Certified A/V Technician
• OSHA 30-Hour Construction Course

Responsibilities

• Provide technical support as an escalation point from a Tier I Engineer, including support of networked devices (Encoders, Decoders, Routers, IP Protocols, etc.), resolution and tracking of support requests and incidents and escalation of issues to proper support teams.
• Coordinate with Customer Service team for AV activities on support cases and take responsibility for customer satisfaction and overall success of the technical service desk.
• Read and interpret electronic schematics and architectural blueprints.
• Maintenance tasks – control programs and ensuring upload and download capability, ongoing health checks to ensure AV systems are operating at optimal conditions, and preventative maintenance visits to help maintain a stable client-based system.
• Document issues in a knowledge base format for internal and external use.
• Provide timely feedback into the development process on customer-reported product problems.
• Support client AV upgrades, installations, and event/live streaming setup and tear down.
• Provide necessary training and support for next level service technicians and end user clients.
• Work an on-call rotation with other support engineer team members. On-call work requires availability after normal working hours and on weekends.

Benefits

• Medical ($0 Premium!), Dental, and Vision Benefits
• Fitness Fund Reimbursement Program for gym memberships and massages
• Matching 401(K) program with 100% match
• Generous Paid Time Off program; 8 Paid Holidays
• HQ On-site amenities include Gym, Massage, Pickle Ball court, Chiropractor and Naturopath at Fife, WA HQ
• Annual Portfolio Bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees