Role: Audio/Video Engineer – Operations Support
Type: Fulltime
Location: Plano, TX (Onsite).
Must Have
- Excellent communication, customer support, and interpersonal skills.
- Ability to manage Incidents and Escalations from end user or vendor reporting systems
- Hands on experience supporting Microsoft Teams Room, Surface Hub, Crestron, Biamp
- Strong working knowledge and experience configuring Microsoft Teams Rooms (Crestron UC) and Surface Hubs.
- Webex MTR is a plus.
- Working knowledge of OSI model, TCP/IP, TLS, RTP, HTTP, SRTP, UDP, unicast, multicast, subnetting, VLAN, and DHCP concepts.
- SDA network is a plus.
- White glove support for Executive and Large Events
- Knowledge of basic Audio/Video signal flow
- Experience with planning in Jira with an Agile mindset
- Ability to read CAD drawing sets (Nice to have)
Roles & Responsibilities :
- Provide SME support to AV Operations. This includes, not limited to end user support, large event support, vendor management, vendor escalations, installation support, and manufacturer RMA.
- The main responsibility will be working on proactive-reactive Incident/SR/Changes related to Audio/Video technologies.
- Will act as SME for handling any P1/P2 incidents, critical changes, Change Tasks, and Vendor Escalations.
- Documenting knowledge articles for critical incident/change.
- Will be accountable for meeting the delivery targets set by management.
- Responsible for ensuring that delivery is within and better than prescribed SLA levels and help establish processes for continuous service improvement.
- Resolve incidents/problems/Changes according to established procedures.
- Work proactively to ensure prompt resolution of support cases and the highest levels of customer satisfaction with minimal production impact.
- Continuously develop and implement Service Improvements.
