Title: 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.
