WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU’LL DO

The Technical Support Engineer is responsible for delivering remote technical support of Pro A/V and Video Teleconferencing solutions to customers and serving as an escalation point for other technical and non-technical team members alike. The Technical Support Engineer (TSE) can be either the initial or secondary contact point for AVI-SPL customers both internal and external. 

Day-To-Day Responsibilities:

• Ensure customers are receiving prompt and efficient technical support of ProAV and Video Conferencing solutions.

• Handle and respond to inbound phone calls, email inquiries, and escalations from Technical Support Representatives.

• Participate in On-site dispatching, technical troubleshooting and case remediation

• Maintain the TSE case load while managing other common tasks including but not limited to: Triage/root cause analysis, Dispatching field technicians, ordering parts/ issuing RMA’s

• Troubleshoot, document and issue remediation methodologies for contracted and T&M-based clients

• Provide client support to users in the operations and configuration of videoconferencing systems

• Participate as needed in prescribed training curriculum

• Follow up on open issues with escalation groups to provide feedback to customer

• May need to travel to various job sites

• Obtain/maintain industry/manufacturer hardware certifications as required

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  Other duties assigned as needed

WHAT WE’RE LOOKING FOR

Skills and Abilities:

• Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
• Self-starter capable of working independently and ensuring to meet deadlines
• Excellent communication and interpersonal skills, both verbal and written
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Demonstrate time management skills with attention to detail
• Ability to troubleshoot basic AV and Video Teleconferencing issues

Education & Experience

• High School Diploma or equivalent is required
• Formal education in Electronics or related field preferred
• Minimum 2-3 years AV/Teleconferencing experience
• Minimum 2 years customer service experience
• Demonstrated knowledge of Video Teleconferencing endpoints and infrastructure
• Demonstrated knowledge of AV Control systems and integrated room peripherals is desired
• This position requires the applicant to hold industry-recognized certifications as prescribed