Technical Support Engineer - Avi Spl

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 provides frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues. This role is responsible for diagnosing, triaging, and resolving AV-related incidents across customer environments, working closely with customers, service desk teams, and field technicians. The ideal candidate is a problem-solver with a strong understanding of AV hardware, software, and unified communications platforms. They must possess excellent communication skills and the ability to work in a fast-paced environment to deliver high-quality customer support.

Day-To-Day Responsibilities:

• Adhere to client Service Level Agreements (SLAs) by ensuring timely response and resolution of AV and video conferencing support requests.
• Deliver remote technical support for integrated AV and UCC systems, ensuring timely troubleshooting and resolution for end users and field technicians.
• Triage and troubleshoot AV and UCC issues, identifying root causes and providing first-line resolution or escalating when appropriate.
• Respond promptly to customer inquiries via phone, email, chat and ticketing systems, ensuring all interactions are documented thoroughly.
• Manage an active case load, handling tasks such as field technician dispatch, parts ordering, and return merchandise authorizations (RMAs).
• Assist with configuration and operational support for video conferencing endpoints, control systems, DSPs, and other AV equipment.
• Follow up on open issues, coordinating with escalation teams and vendors to ensure timely resolutions and customer updates.
• Participate in on-call rotations and scheduled support shifts, ensuring continuous technical assistance for customers.
• Engage in prescribed training curricula to stay current with AV industry standards and emerging technologies.
• Develop process improvement initiatives and knowledge base contributions.
• Perform additional tasks, responsibilities, and projects needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.
• Perform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.

WHAT WE’RE LOOKING FOR