Global AV Support Engineer

Vastbouw

Polska

Hybrid

PLN 120,000 - 180,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Ricoh is seeking an AV Support Engineer to provide 2nd and 3rd line technical support for Audio-Visual hardware and software, manage incidents in ServiceNow, and ensure end-to-end resolution. You will diagnose AV systems, monitor queues, document updates, and collaborate with Customer Success Managers, Onboarding Consultants, and Field Service Engineers to deliver high-quality service.

Strong English communication, ITIL understanding, and a proactive, detail-oriented mindset are essential for

Qualifications

Proven experience providing technical support for AV systems.
Previous experience in an AV Support Engineer, AV Service Desk or Video Conferencing Support role.
Strong practical experience supporting and troubleshooting conference room technologies, video conferencing systems, and AV infrastructure.
Good understanding of ITIL processes, Incident Management, and SLA-driven environments.
Experience working with ticketing systems, ideally ServiceNow.
Solid knowledge of audio and video equipment.
Knowledge of Digital Signage and Video Teleconferencing solutions.
Experience with technologies such as Microsoft Teams Rooms, Zoom Rooms, Cisco TelePresence, Crestron, Extron, Logitech, and Biamp.
Strong troubleshooting and problem-solving skills with the ability to independently diagnose and resolve technical issues.
Good English communication skills, both written and spoken.
Strong customer service mindset and excellent interpersonal skills.
Ability to build positive relationships with customers, internal teams, Field Service Engineers, and external vendors.
Ability to work independently, manage priorities, and organize workload effectively.
Strong attention to detail, particularly when documenting incidents and maintaining technical records.
Analytical mindset with the ability to identify trends, connect information from multiple sources, and proactively address recurring issues.

Responsibilities

Provide 2nd and 3rd line technical support for Audio-Visual hardware and software solutions.
Manage incidents and service requests in ServiceNow from initial assignment through to end-to-end resolution.
Classify, prioritize, and resolve incidents in line with agreed SLAs and KPIs.
Perform remote monitoring, troubleshooting, and diagnostics of AV systems.
Document troubleshooting activities, resolutions, and technical updates in the ticketing system.
Monitor ticket queues and ensure timely resolution of assigned incidents.
Analyze incident trends and identify opportunities for proactive issue prevention.
Collaborate with internal teams, Customer Success Managers, Onboarding Consultants, and Field Service Engineers to ensure high-quality service delivery.