Audio Visual Engineer / AV Engineer / AV Lead

Astreya; Hyderabad; On-site; INR 500,000 - 900,000; Full time

Job summary

Astreya is seeking an Audio Visual Support Engineer to manage escalated AV incidents and provide advanced troubleshooting across complex AV environments in Hyderabad.

You will collaborate with Networking, Security, and Workplace Services, review lower-tier work, document findings, and drive first-time resolution. Knowledge of Dante, HDBaseT, IP networks, and AV control systems is essential.

Qualifications

• Experience in AV support or field service.
• Strong troubleshooting and diagnostic skills.
• Familiarity with Dante audio networking.
• Experience with AV equipment and control systems.
• Knowledge of IP-based AV infrastructures.

Responsibilities

• Receive and manage escalated AV incidents from L1 and L2 support teams.
• Validate ticket quality and ensure troubleshooting activities are documented prior to accepting escalations.
• Review troubleshooting performed by lower support tiers and exhaust all reasonable resolution paths before escalation.
• Provide technical guidance to L1 and L2 support teams to improve first-time resolution rates.
• Perform advanced diagnosis and remediation of AV incidents involving: audio and video routing systems, matrix switchers, displays, and signal distribution.
• Support AV network and connectivity issues including TCP/IP, HTTP/HTTPS, SSH, Telnet, and FTP.
• Interpret AV system schematics, signal flow diagrams, and technical documentation to resolve complex issues.
• Support and troubleshoot AV control systems and IP-enabled devices.
• Troubleshoot USB connectivity and peripheral integrations in conference environments.
• Coordinate with OEMs and vendors for advanced troubleshooting and RMA processes.
• Collaborate with Networking, Security, and Workplace Services to resolve cross-functional incidents.

Job description

Audio Visual Engineering Support Services to ensure operational stability, advanced troubleshooting, escalation management, and resolution of complex Audio Visual (AV) incidents across the Client's AV environment.

• Receive and manage escalated AV incidents from Level 1 (L1) and Level 2 (L2) support teams.
• Validate ticket quality and ensure all troubleshooting activities, diagnostics, and findings are documented prior to accepting escalations.
• Review troubleshooting performed by lower support tiers and ensure all reasonable resolution paths have been exhausted before further escalation.
• Provide technical guidance and accountability to L1 and L2 support teams to improve first-time resolution rates.

Advanced Audio-Visual Troubleshooting and Resolution

• Perform advanced diagnosis and remediation of AV incidents involving:
  • Audio and video routing systems.
  • Matrix switchers, switchers, displays, and signal distribution technologies.
  • EDID, HDCP, source/display resolution compatibility issues.
  • Audio and video transmission over HDBaseT (HDBT) and related AV transport technologies.
• Identify root causes and implement corrective actions to restore service within agreed service levels.

AV Network and Connectivity Support

• Provide troubleshooting support for AV-related network infrastructure and connectivity issues.
• Support AV endpoints and systems utilizing network protocols including TCP/IP, HTTP, HTTPS, SSH, Telnet, and FTP.
• Analyze IP addressing, DHCP configurations, network device connectivity, and related communication issues affecting AV services.
• Collaborate with Networking and Security teams for cross-functional issue resolution.
• Provide operational support and troubleshooting for Dante-based audio networks.
• Manage and validate Dante Controller configurations and crosspoint routing.
• Diagnose audio path, routing, and synchronization issues within Dante environments.

AV System Analysis and Design Interpretation

• Interpret AV system schematics, signal flow diagrams, and technical documentation.
• Analyze AV inputs, outputs, DSP configurations, control processors, switchers, and display technologies to resolve complex system issues.
• Support troubleshooting activities requiring detailed understanding of integrated AV system architectures.

AV Control System Support

• Support and troubleshoot AV control systems and associated device communications.
• Validate connectivity and configuration of IP-enabled AV devices utilizing DHCP and static addressing.
• Troubleshoot control system communications using protocols such as HTTP, HTTPS, SSH, and Telnet.

USB and Peripheral Integration Support

• Troubleshoot USB device connectivity, USB hubs, and USB extension technologies.
• Support USB-over-Cat6 and other extension solutions used within conference room and collaboration environments.

AV Management and Monitoring Tools Support

• Utilize industry-standard AV administration and diagnostic tools including,
• Perform configuration validation, diagnostics, monitoring, and issue resolution activities using these platforms.

Vendor and OEM Coordination

• Coordinate with original equipment manufacturers (OEMs), vendors, and third-party support providers for advanced troubleshooting and issue resolution.
• Manage Return Material Authorization (RMA) processes, including defect identification, replacement coordination, and status tracking.

Cross-Functional Collaboration

• Engage with internal support organizations, including Networking, Security, Workplace Services (WPS), and other technology teams, to resolve complex incidents and service-impacting issues.
• Participate in technical review sessions and problem management activities as required.