Remote AV & UCC Support Engineer

AVI-SPL, Inc.; Hong Kong; Teletrabalho; HKD 240 000 - 360 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical benefits (vision & dental)

Paid holidays & PTO

Training & development opportunities

Dynamic culture

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

2+ years experience in technical AV/UC

AV troubleshooting methodologies

Ferramentas

Crestron

Extron

Biamp Tesira

QSC Q-SYS

Shure

Cisco

Poly

Descrição da oferta de emprego

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.