Technical Support Engineer - AV & Video Networking

IVCi, LLC; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

IVCi, LLC is seeking a Technical Support Representative to provide in-depth troubleshooting for escalated tickets across the IVCi Managed Video Network and deployed A/V systems. You will join a support team that emphasizes customer service and fast resolutions.

The role requires at least 5 years in AV installation or support, with strong knowledge of video networks and conferencing systems. Some after-hours work may be required.

Qualifications

• Minimum of 5 years installing or supporting AV systems on site or remotely.
• Thorough understanding of leading manufacturers video and infrastructure products.
• Ability to read as-built A/V drawings to trace and isolate issues.
• Strong knowledge of video networks, switches, routers and firewall traversal.
• Experience with DSP systems such as ClearOne, QSC or Biamp is a plus.
• CTS or related conferencing certifications are a plus.

Responsibilities

• Troubleshoot escalated technical issues and provide in-depth problem resolution.
• Log activities accurately and keep tickets up to date.
• Coordinate complex problems with vendors, manufacturers, and internal teams.
• Ensure timely closure of all problems assigned.
• Perform systematic remote troubleshooting to isolate root causes.
• Demonstrate excellent customer service in all client interactions.
• Process repair requests and coordinate with vendors (RMA).
• Maintain documentation and troubleshooting scripts for the support group.
• Coordinate resources for disptaches with Programming, Engineering and 3rd party support.
• Maintain an accurate customer asset database and conduct video test calls as needed.

Skills

Teamwork

Customer service orientation

Multitasking

Willingness for after-hours

Tools

HP/Poly G62

Group Series

Cisco SX

Crestron

AMX

CMS/Video Bridges

Job description

IVCi, LLC is seeking a Technical Support Representative to provide in-depth troubleshooting for escalated tickets across the IVCi Managed Video Network and deployed A/V systems. You will join a support team that emphasizes customer service and fast resolutions.

The role requires at least 5 years in AV installation or support, with strong knowledge of video networks and conferencing systems. Some after-hours work may be required.