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AVI-SPL · 5 hours ago

Technical Support Engineer

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect. The Technical Support Engineer provides frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues while working closely with customers and service desk teams.

AudioAudio/Visual EquipmentDigital MediaProfessional ServicesSoftware

H1B Sponsor Likely

Responsibilities

Adhere to client Service Level Agreements (SLAs) by ensuring timely response and resolution of AV and video conferencing support requests

Deliver remote technical support for integrated AV and UCC systems, ensuring timely troubleshooting and resolution for end users and field technicians

Triage and troubleshoot AV and UCC issues, identifying root causes and providing first-line resolution or escalating when appropriate

Respond promptly to customer inquiries via phone, email, chat and ticketing systems, ensuring all interactions are documented thoroughly

Manage an active case load, handling tasks such as field technician dispatch, parts ordering, and return merchandise authorizations (RMAs)

Assist with configuration and operational support for video conferencing endpoints, control systems, DSPs, and other AV equipment

Follow up on open issues, coordinating with escalation teams and vendors to ensure timely resolutions and customer updates

Participate in on-call rotations and scheduled support shifts, ensuring continuous technical assistance for customers

Engage in prescribed training curricula to stay current with AV industry standards and emerging technologies

Develop process improvement initiatives and knowledge base contributions

Perform additional tasks, responsibilities, and projects needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives

Perform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives

Qualification

AV troubleshooting methodologiesIntegrated AVUCC systemsBasic networking knowledgeTechnical support experienceVendor certificationsManage multiple customersCommunication skillsProblem-solving mindsetWork independently

Required

2+ years of experience in technical support, helpdesk, or remote troubleshooting roles focused on AV and UCC technologies

Strong understanding of AV troubleshooting methodologies, including signal flow, hardware diagnostics, and networked AV basics

Experience supporting integrated AV and UCC systems, including Crestron and Extron control platforms, software-based control solutions, and DSPs such as Biamp Tesira, Shure, QSC Q-SYS, BSS, and ClearOne

Familiarity with video conferencing solutions like Logitech Rally, Tap, and Sync, as well as Cisco and Poly endpoints

Ability to manage multiple customers simultaneously, ensuring SLA compliance and timely resolution

Basic networking knowledge, including IP-based AV systems, network connectivity troubleshooting, and VLAN configurations for AV

Excellent communication skills, with the ability to provide technical guidance to both technical and non-technical users

Strong problem-solving mindset, capable of critical thinking under pressure

Ability to work independently and collaboratively in a fast-paced, remote support environment

Certifications from vendors such as AVIXA, Crestron, Extron, Biamp, QSC, Shure, Cisco, Poly, Dante

Preferred

Experience with ServiceNow or other ITSM platforms for ticketing and case management

Experience with Room Booking & Scheduling Systems

Knowledge of digital signage solutions

Awareness of security best practices related to AV and UCC systems, including device hardening, VLAN segmentation, and encryption protocols

Experience working with large-scale corporate AV and UCC environments, or within a managed services provider setting

Experience with Cloud Service offerings in the AV Industry

Benefits

Medical benefits, including vision and dental

Paid holidays and PTO

Enjoyable and dynamic company culture

Training and professional development opportunities

Company

AVI-SPL

Glassdoor3.7

AVI-SPL is an IT company that provides AV/UC integrator and digital solutions.

Founded in 1979

Tampa, Florida, USA

1001-5000 employees

https://avispl.com/

H1B Sponsorship

AVI-SPL has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (1)

2021 (1)