AV Media Engineer III

Astreya; New York (NY); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid Time Off

Job summary

Astreya is seeking an L3 Audio Visual Engineering professional to ensure operational stability across the client’s AV environment. You will lead escalation management, perform advanced diagnostics, and guide L1/L2 teams to faster first-time resolutions in complex incidents.

Responsibilities include diagnosing routing, matrix switchers, EDID/HDCP issues, Dante networks, and AV control systems. You’ll collaborate with Networking and Security, coordinate with OEMs, and interpret system schematics

Qualifications

• AV systems knowledge
• Strong troubleshooting and escalation
• Cross-functional collaboration

Responsibilities

• Escalate AV incidents from L1/L2; validate trouble tickets and document troubleshooting steps.
• Perform advanced diagnosis and remediation of AV incidents (routing, matrix switchers, display, EDID/HDCP).
• Provide guidance to L1/L2 teams to improve first-time resolution rates.
• Coordinate with OEMs, vendors, and cross-functional teams for issue resolution.

Job description

The Service Provider shall provide L3 as per above resource requirement for Audio Visual Engineering Support Services to ensure operational stability, advanced troubleshooting, escalation management, and resolution of complex Audio Visual (AV) incidents across the Client’s AV environment.

Incident Escalation Management

• Receive and manage escalated AV incidents from Level 1 (L1) and Level 2 (L2) support teams.
• Validate ticket quality and ensure all troubleshooting activities, diagnostics, and findings are documented prior to accepting escalations.
• Review troubleshooting performed by lower support tiers and ensure all reasonable resolution paths have been exhausted before further escalation.
• Provide technical guidance and accountability to L1 and L2 support teams to improve first-time resolution rates.

Advanced Audio-Visual Troubleshooting and Resolution

• Perform advanced diagnosis and remediation of AV incidents involving:
  • Audio and video routing systems.
  • Matrix switchers, switchers, displays, and signal distribution technologies.
  • EDID, HDCP, source/display resolution compatibility issues.
  • Audio and video transmission over HDBaseT (HDBT) and related AV transport technologies.
  • Identify root causes and implement corrective actions to restore service within agreed service levels.

AV Network and Connectivity Support

• Provide troubleshooting support for AV-related network infrastructure and connectivity issues.
• Support AV endpoints and systems utilizing network protocols including TCP/IP, HTTP, HTTPS, SSH, Telnet, and FTP.
• Analyze IP addressing, DHCP configurations, network device connectivity, and related communication issues affecting AV services.
• Collaborate with Networking and Security teams for cross-functional issue resolution.

Dante Audio Network Support

• Provide operational support and troubleshooting for Dante-based audio networks.
• Manage and validate Dante Controller configurations and crosspoint routing.
• Diagnose audio path, routing, and synchronization issues within Dante environments.

AV System Analysis and Design Interpretation

• Interpret AV system schematics, signal flow diagrams, and technical documentation.
• Analyze AV inputs, outputs, DSP configurations, control processors, switchers, and display technologies to resolve complex system issues.
• Support troubleshooting activities requiring detailed understanding of integrated AV system architectures.

AV Control System Support

• Support and troubleshoot AV control systems and associated device communications.
• Validate connectivity and configuration of IP-enabled AV devices utilizing DHCP and static addressing.
• Troubleshoot control system communications using protocols such as HTTP, HTTPS, SSH, and Telnet.

USB and Peripheral Integration Support

• Troubleshoot USB device connectivity, USB hubs, and USB extension technologies.
• Support USB-over-Cat6 and other extension solutions used within conference room and collaboration environments.

AV Management and Monitoring Tools Support

• Utilize industry-standard AV administration and diagnostic tools including,
• Perform configuration validation, diagnostics, monitoring, and issue resolution activities using these platforms.

Vendor and OEM Coordination

• Coordinate with original equipment manufacturers (OEMs), vendors, and third-party support providers for advanced troubleshooting and issue resolution.
• Manage Return Material Authorization (RMA) processes, including defect identification, replacement coordination, and status tracking.

Cross-Functional Collaboration

• Engage with internal support organizations, including Networking, Security, Workplace Services (WPS), and other technology teams, to resolve complex incidents and service-impacting issues.
• Participate in technical review sessions and problem management activities as required.

Salary Range

$0.00 - $0.00 USD (Salary)

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive b** enefits to all Regular, Full-Time Employees, **** including:**

• Medical provided throughUHC(PPO, HSA,Surestoptions) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided throughUHC

• Nationwide Vision provided byUHC

• Flexible Spending Account for Health & Dependent Care

• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

• Continuing Education and Professional Development via various integrated platforms, e.g.Udemy and Coursera

• Corporate Wellness Programprovided by Goomi Group

• Employee Assistance Program

• Wellness Days

• Basic and Supplemental Life Insurance

• Short Term & Long Term Disability

• Critical Illness, Critical Hospital, and Voluntary Accident Insurance

• Tuition Reimbursement (available 6 months after start date, capped)

• Paid Time Off (accrued and prorated, maximum of 120 hours annually)

• Paid Holidays

• Any other statutory leaves, paid time, or otherancillarybenefits required under state and federal law