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.
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