Onsite AV Service Engineer – Troubleshooting & Support

Tyler Technologies, Inc.

Phoenix, Woburn (AZ, MA)

On-site

USD 67,000 - 109,000

Full time

14 days+

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Job summary

Tyler Technologies, Inc. is seeking a Service Engineer to be the frontline contact for clients, helping them use FTR products and solutions within court environments. This role involves hands-on AV hardware/software support at customer sites.

Responsibilities include diagnosing issues, advanced troubleshooting, installing displays and conferencing equipment, maintaining documentation, and ensuring SLAs are met. Travel up to 25% may be required; after-hours on-call support is possible.

Qualifications

3+ years in hardware and audiovisual system support.
Experience with AV over IP troubleshooting and installation.
Ability to read schematics and guide diagnostics.
Experience installing displays, cabling, and conferencing equipment.
Strong communication and customer service skills.

Responsibilities

Diagnose and resolve technical hardware and software issues involving FTR solutions.
Conduct proactive support and maintenance of installed audiovisual equipment, video conferencing systems, and FTR software solutions at designated customer sites.
Perform advanced troubleshooting and repair of equipment, including audio recording systems, microphones, DSPs, associated cabling, and other multimedia equipment.
Troubleshoot and support legacy equipment in customer environments where required.
Configure and deploy portable AV and recording solutions as required.
Maintain accurate and timely reporting and record-keeping using company-designated case management systems.
Maintain the asset register for AV-related equipment across client installations and manage portable recording and conferencing equipment.
Demonstrate excellent customer service and troubleshooting skills while resolving escalated support requests in accordance with Service Level Agreements (SLAs) for internal and external customers.
Provide regular progress updates for current and outstanding incidents or project tasks.
Develop and refine hardware and troubleshooting documentation for knowledge base articles.
Prioritize and manage multiple support requests, incidents, and project tasks while meeting established Service Level Agreements.
Contribute to additional operational, technical, and customer support activities as required to meet business objectives, consistent with the scope and level of the position.