Audio Visual Operations Engineer/Lead

Job Title: Audio Visual Engineer/Lead

Location: Santa Clara, CA

Duration: 6+ months

Description: This level involves more experienced technicians with deeper technical knowledge and understanding. We need someone who is more technical and has experience with Extron, Biamp, Shure, troubleshooting etc.

Responsibilities:

• Deals with more complex issues that L2 support could not resolve.
• Ensures ticket hygiene and operational excellence.
• Ensures everything triaged is captured in ticket before receiving the elevation, hold L1 & 2 to account for troubleshooting.
• Ensure all possible solutions are exhausted before the ticket is moved up to L4.
• Conducts more in-depth troubleshooting and may require knowledge in the following:
• Audio Video Routing - Knowledge of EDID, HDCP, Display and source resolutions, extension of audio and video over HDBT, switchers, matrix switchers and displays.
• Dante - Requires understanding and basic knowledge of Dante controller. Dante crosspoint routing.
• Reading schematics - Understanding of signal flow, AV Inputs and outputs, component functionality such as audio DSP's, Switchers, Control Processor, displays, etc..
• AV Control Systems - Knowledge of AV control systems. Basic Networking knowledge, IP's, DHCP, SSH, HTTP, HTTPS, Telnet
• USB - Basic knowledge of USB, USB hubs. USB Extension over Cat6.
• Uses software or hardware to troubleshoot problems that require greater technical proficiency such as Tesira, Extron Toolbelt, Screen Meet, Intuiface, Neat Pulse, Logitech Sync and Zoom Console
• May interact with other teams such as Networking, Security, WPS, etc.
• Coordinating RMA's and working with OEM's and or vendors for support.
• Personnel: Technicians have specialized training in specific areas and more advanced troubleshooting skills.
• Goal: To resolve issues that require a higher level of expertise before needing escalation to L4 support.