Audio Visual Service Readiness Engineer - REMOTE

Overview

The Service Readiness Engineer is responsible for ensuring new customer services and products are ready for operational life. Working on joint and individual projects, responsibilities include ensuring systems are configured and updated, Cloud Platforms are configured and updated, and risks are identified and mitigated. The Service Readiness Engineer will also work closely with internal and customer teams to aid the development of in-life processes. Also, responsible for early life support and ongoing continual improvement to readiness and operational processes as well as being an active participant in Project lessons learned sessions.

Duties:

• Work in partnership with client end users remotely to troubleshoot AV Control system hardware and software
• Dedicated to one client troubleshooting cloud based AV systems, specifically Crestron XIO, Microsoft Teams Pro Cloud platform and Cisco Webex Cloud based software
• Act as remote service technician specifically for cloud based AV Systems as part of a dedicated SME group.
• Troubleshoot software and computer hardware issues related to AV systems.
• Read and interpret schematics to assist in the installation and maintenance of AV systems.
• Provide remote help desk assistance for tickets opened to the client dedicated help desk
• Assist and/or begin the RMA configuration process for handoff to the appropriate next steps to finalize

Experience Required:

• Strong experience with Crestron XiO and Microsoft Teams Pro, or Cisco Webex Control Hub, is required
• Demonstrated knowledge of professional A/V and VC/UCC systems required
• Experience operating in a multi-state and/or complex matrix business environment
• Preferred external training:
• Crestron XiO administration (license and device management)
• Microsoft Teams Pro administration (license and device management)
• Microsoft Teams Admin Centre (license and device management)
• Broad knowledge of AV/VC (e.g. Projectors, Screens, Audio, Control Systems) and UCC devices and infrastructure (e.g. Polycom, Cisco, Codecs, MTR)
• Cloud based UCC (e.g. Teams, WebEx, Zoom, Pexip)
• AV Fundamentals (CTS, DSPs, Crestron, AMX, etc.)

Work Hours:

This position is dedicated to a specific customer and on occasion there may be requirements to work outside of the normal Monday-Friday business hours. Where this is required, as much notice as possible will be provided