Global AV Support Technician – 2nd/3rd Line

Ricoh Business Services Poland; Warszawa; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Flexible working

Wellbeing resources

Recognition programs (Imagine. Change.

Job summary

Ricoh Business Services Poland is seeking an AV Support Engineer to provide 2nd/3rd line support for AV hardware and software. You will manage incidents in ServiceNow, classify and resolve issues per SLAs, and perform remote diagnostics while collaborating with Customer Success and Field Service teams.

The role requires experience with conference room technologies, video conferencing systems, and strong English communication skills.

Qualifications

• Proven experience providing technical support for Audio-Visual (AV) systems.
• Experience in an AV Support Engineer or similar role.
• Strong knowledge of conference room technologies and video conferencing systems.
• Good understanding of ITIL processes, incident management and SLA-driven environments.
• Experience with ticketing systems, preferably ServiceNow.
• Solid knowledge of audio and video equipment; Digital Signage and VTC knowledge is a plus.
• Strong English communication and customer service skills.

Responsibilities

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

Job description

Ricoh Business Services Poland is seeking an AV Support Engineer to provide 2nd/3rd line support for AV hardware and software. You will manage incidents in ServiceNow, classify and resolve issues per SLAs, and perform remote diagnostics while collaborating with Customer Success and Field Service teams.

The role requires experience with conference room technologies, video conferencing systems, and strong English communication skills.