Audiovisual Support Engineer - Tier 2 USA
Audiovisual Support Engineer - Tier 2 USA
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1-3years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This is a remote position.
A Global Dutch Owned Audiovisual Electronics Manufacturer is seeking Tier 3 level hardware / software Support Engineers!
We are seeking a Tier 3 Support Engineer responsible for resolving escalations from both Tier 1 and Tier 2 support teams. This role involves taking ownership of advanced technical issues coordinating with internal and external stakeholders and ensuring effective communication throughout the resolution process.
Key responsibilities:
- Resolve technical issues escalated by Tier 2 Support
- Reproduce and resolve as many issues as possible and engage in collaborative problemsolving with Tier 2 colleagues when applicable
- Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
- Maintain awareness and knowledge of industryleading UC and meeting room applications such as Microsoft Teams Rooms and Zoom Rooms
- Drive and take ownership of tickets escalated from Tier 2 serving as the primary contact for customers and stakeholders while resolving these tickets.
- Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder
- Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content
- Provide training to Tier 1 and 2 Support Specialists
Requirements
- High standard of personal integrity & professionalism
- Bachelor s degree in a related field or combination of relevant education and experience
- 3 5 years in a similar role
- Familiar with test processes and methodologies
- Proficient with Microsoft Office suite (Teams Word Excel OneNote)
- Excellent organizational time management communication and presentation skills
- Ability to lead meetings present to an audience and conduct solution training.
- Excellent problemsolving and fault isolation skillset a clear understanding of logicbased testing.
- Have a thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors such as Teams Teams Rooms Zoom Zoom Rooms etc.
- 2 years of experience installing and configuring headset/collaboration applications such as Zoom Rooms MTR and similar on Windows macOS Linux ChromeOS iOS Android environments including handson product implementation
- 2 years of experience with similar products and solutions such as DECT and Bluetooth RF technology.
- The capability to explain complex setups and solutions.
- Strong analytical and influencing skills
- Ability to assist in building and supporting business cases
- Fluent in English additional languages a plus
- Excellent communication skills both written and verbal
- Ability to travel up to 20%
Options for remote work but must have the ability to come into the NYC office as needed for meetings. Ultra High-End Residential Audiovisual and Smart Home designs, working with high net-worth family offices, architects, home designers, and the internal design team. Supervisory experience a must- will have 5 direct reports. Residential AV experience is required, ideally a minimum of 5 years. Experience with design for large-scale residential AV projects, $200,000 or higher.
Education
Options for remote work but must have the ability to come into the NYC office as needed for meetings. Ultra High-End Residential Audiovisual and Smart Home designs, working with high net-worth family offices, architects, home designers, and the internal design team. Supervisory experience a must- will have 5 direct reports. Residential AV experience is required, ideally a minimum of 5 years. Experience with design for large-scale residential AV projects, $200,000 or higher.
Employment Type
Full Time
