AVI-SPL · 13 hours ago
Technical Support Engineer
United States
Full-time
Remote
Entry, Mid Level
$21.64/hr - $32.62/hr
2+ years expAVI-SPL is a digital enablement solutions provider focused on transforming how people and technology connect. The Technical Support Engineer will provide frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues while collaborating closely with customers and internal teams.
AudioAudio/Visual EquipmentDigital MediaProfessional ServicesSoftware
Responsibilities
Ensure customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests
To act as an escalation point to the Technical Support Representatives / monitoring team and customer for their support needs and perform escalated troubleshooting and training to the customer and internal teams as needed
To work cases in the CRM. To work with the customer to gather complete detailed information to understand the issue and look to provide an immediate solution to the incident at hand
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, Capture network files and logs
Validate designs, configure systems, and ensure operational readiness for new customers and services
Provide early-life support and participate in continual service improvement initiatives
Perform all appropriate remote troubleshooting with the customer and try to resolve the issue remotely if possible
Document all actions taken and update the case
Add continuing updates to the case as it progresses
Initiate escalation & assignment of unresolved customer issues to your supervisor and to work with the Service Delivery Manager as required
Continually monitor, coordinate and follow up on progress of issue resolution and ensure all appropriate parties are kept updated
Maintain working knowledge of Audio/Video and Video Conference system operation and general configurations
Participate in ongoing training and certification programs to increasingly add to knowledge base and ability to support new or advanced technology solutions
Qualification
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
Proven decision maker under pressure
Able to take ownership with decisive action to restore services
Incident, problem and change management expertise
Self-motivated and driven to deliver in a challenging global multi-cultural environment
Ability to work in a high-pressure situation with tight deadlines
Excellent written, oral communication and reporting skills
Good time management and organizational skills
Ability and desire to learn new skills quickly
Certifications from vendors such as AVIXA, Crestron, Extron, Biamp, QSC, Shure, Cisco, Poly, Dante
Preferred
MTR-Pro, Cisco Control Hub, Poly Lens, Logi Sync, Q-Sys Reflect and Yeahlink operational experience preferential
Experience in a NOC environment is preferred from an Audio Visual, Video Conferencing, IT or Network background
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
AVI-SPL is an IT company that provides AV/UC integrator and digital solutions.
1001-5000 employees
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
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2025-06-25Acquired
2016-01-01Private Equity
Leadership Team
John Zettel
Chief Executive Officer
Chad Gillenwater
Founder & Executive Vice-Chairman
Recent News
2025-10-21
2025-08-17
2025-08-16
Company data provided by crunchbase