Global AV Support Engineer (2nd/3rd Line)

Vastbouw; Warszawa; Hybrid; PLN 100,000 - 145,000; Full time

Job summary

Ricoh is seeking an AV Support Engineer to deliver 2nd and 3rd line technical support for Audio-Visual hardware and software. You will manage incidents in ServiceNow from assignment to resolution, classify and resolve them in line with SLAs, and perform remote diagnostics.

Join a global team and collaborate with Customer Success and Field Service Engineers to ensure high-quality service, proactive issue prevention, and precise documentation of technical updates.

Qualifications

• Proven experience providing technical support for AV systems.
• Experience in AV service desks or video conferencing support roles.
• Strong troubleshooting and customer-service orientation.
• Good knowledge of ITIL processes and SLA environments.

Responsibilities

• Provide 2nd and 3rd line technical support for AV hardware and software.
• Manage incidents and service requests in ServiceNow end-to-end.
• Classify, prioritize, and resolve incidents per SLAs and KPIs.
• Perform remote monitoring, troubleshooting and diagnostics of AV systems.
• Document troubleshooting steps, resolutions and updates in the ticketing system.
• Monitor queues and ensure timely resolution of incidents.
• Analyze incident trends and identify proactive prevention opportunities.
• Collaborate with Customer Success, Onboarding Consultants and Field Service Engineers.

Skills

AV systems knowledge

AV support experience

ITIL processes

English communication

Customer service

Troubleshooting

Independent work

Tools

ServiceNow

Video conferencing systems

AV infrastructure

MS Teams Rooms

Zoom Rooms

Cisco TelePresence

Crestron

Extron

Logitech

Biamp

Job description

Ricoh is seeking an AV Support Engineer to deliver 2nd and 3rd line technical support for Audio-Visual hardware and software. You will manage incidents in ServiceNow from assignment to resolution, classify and resolve them in line with SLAs, and perform remote diagnostics.

Join a global team and collaborate with Customer Success and Field Service Engineers to ensure high-quality service, proactive issue prevention, and precise documentation of technical updates.