Global AV Support Engineer - 2nd/3rd Line

Ricoh Business Services; Warszawa; On-site; Confidential; Full time

Benefits offered by this job

Flexible working

Wellbeing resources

Imagine. Change. Awards

Equal opportunities employer

Job summary

Ricoh Business Services in Warsaw is seeking an AV Support Engineer to provide 2nd and 3rd line technical support for audio-visual hardware and software across conference rooms and related systems.

You will manage incidents in ServiceNow, apply ITIL practices, and collaborate with Customer Success, Onboarding Consultants and Field Service Engineers to ensure high-quality service delivery.

Qualifications

• Proven experience providing technical support for AV systems.
• Experience in AV Support Engineer / Video Conferencing roles.
• Strong knowledge of ITIL, Incident Management, and SLAs.
• Experience with conference room tech and AV infrastructure.
• Good English communication skills.

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 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 updates in the ticketing system.
• Monitor ticket queues and ensure timely resolution of incidents.
• Collaborate with internal teams, Customer Success Managers, Onboarding Consultants, and Field Service Engineers to ensure high-quality service delivery.

Skills

AV systems support

ITIL processes understanding

ServiceNow knowledge

Customer service mindset

English communication skills

Tools

ServiceNow

Ticketing systems

Job description

Ricoh Business Services in Warsaw is seeking an AV Support Engineer to provide 2nd and 3rd line technical support for audio-visual hardware and software across conference rooms and related systems.

You will manage incidents in ServiceNow, apply ITIL practices, and collaborate with Customer Success, Onboarding Consultants and Field Service Engineers to ensure high-quality service delivery.