Description

Job Summary• The Senior 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. Essential Duties and 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 and Technical Support Engineers • Participate in On-site dispatching technical troubleshooting and case remediation• Maintain the Senior 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• Travel to various job site requiredOther duties assigned as neededSkills 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 and/or Experience • High School Diploma or equivalent is required• Formal education in Electronics or related field preferred• Minimum 5 -7 years AV/Teleconferencing experience • Minimum 4 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 specialized integrated A/V and VTC hardware troubleshooting skills as well as company and industry recognized hardware manufacturer certifications.Working Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses stand