Global AV Support Engineer - 2nd/3rd Line

Vastbouw; Polska; Hybrid; PLN 214,000 - 291,000; Full time

Job summary

Ricoh is seeking an AV Support Engineer to deliver 2nd/3rd line support for conference room technologies and AV systems. You will handle incidents, document resolutions, and ensure service quality across regions.

You will manage incidents in ServiceNow, collaborate with Customer Success and Field Engineers, and uphold ITIL processes while maintaining strong client communications in English.

Qualifications

• Proven experience providing technical support for Audio-Visual (AV) systems.
• Experience in AV Service Desk or video conferencing support roles.
• Strong knowledge of conference room technologies and AV infrastructure.
• Good understanding of ITIL processes, incident management and SLA-driven environments.
• Experience with ticketing systems, ideally ServiceNow.
• Strong troubleshooting and problem-solving skills with ability to work independently.
• Good English communication skills, written and spoken.

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 SLAs and KPIs.
• Perform remote monitoring, troubleshooting, and diagnostics of AV systems.
• Document troubleshooting activities, resolutions, and technical updates in the ticketing system.
• Collaborate with internal teams, Customer Success Managers, Onboarding Consultants, and Field Service Engineers to ensure high-quality service delivery.

Skills

AV support

Technical troubleshooting

Customer service

English communication

Incident management

Tools

ServiceNow

Teams Rooms

Zoom Rooms

Crestron

Extron

Biamp

Job description

Ricoh is seeking an AV Support Engineer to deliver 2nd/3rd line support for conference room technologies and AV systems. You will handle incidents, document resolutions, and ensure service quality across regions.

You will manage incidents in ServiceNow, collaborate with Customer Success and Field Engineers, and uphold ITIL processes while maintaining strong client communications in English.