Engineer, Technical Support

AVI-SPL; Hong Kong; Remote; HKD 240,000 - 360,000; Full time

Benefits offered by this job

Medical benefits (vision & dental)

Paid holidays & PTO

Training & development opportunities

Dynamic culture

Job summary

AVI-SPL is a digital enablement solutions provider delivering frontline remote support for AV and UCC systems. The role requires diagnosing, triaging, and resolving incidents across customer environments while collaborating with service desk teams and field technicians.

The ideal candidate brings strong AV hardware/software knowledge, excellent communication, and the ability to thrive in a fast-paced remote environment, contributing to knowledge bases and continuous improvements.

Qualifications

• 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.

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.

Skills

2+ years experience in technical AV/UC

AV troubleshooting methodologies

Tools

Crestron

Extron

Biamp Tesira

QSC Q-SYS

Shure

Cisco

Poly

Job description

The Technical Support Engineer provides frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues. This role is responsible for diagnosing, triaging, and resolving AV-related incidents across customer environments, working closely with customers, service desk teams, and field technicians. The ideal candidate is a problem-solver with a strong understanding of AV hardware, software, and unified communications platforms. They must possess excellent communication skills and the ability to work in a fast-paced environment to deliver high-quality customer support.

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevateexperiences,create new value, and enableorganizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU'LL DO

The Technical Support Engineer provides frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues. This role is responsible for diagnosing, triaging, and resolving AV-related incidents across customer environments, working closely with customers, service desk teams, and field technicians. The ideal candidate is a problem-solver with a strong understanding of AV hardware, software, and unified communications platforms. They must possess excellent communication skills and the ability to work in a fast-paced environment to deliver high-quality customer support.

Day-To-Day 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.

WHAT WE'RE LOOKING FOR

Must-Haves:

• 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.

Nice-To-Haves:

• 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.

WHY YOU'LL LIKE WORKING HERE

• Medical benefits, including vision and dental
• Paid holidays and PTO
• Enjoyable and dynamic company culture
• Training and professional development opportunities

MORE ABOUT US

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.