Technical Support Engineer

Avi-spl
United States
Workplace: RemoteFull timeUSD 23 - 33 hourlyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Problem-solving","Critical thinking","Independent work","Collaboration"]

Provide frontline remote support for audiovisual and unified communications systems, diagnosing, triaging, and resolving AV incidents across customer environments. Ensure timely SLA-compliant responses via phone, email, chat, and ticketing, and document all interactions. Troubleshoot integrated AV/UCC setups, coordinate escalations with vendors and internal teams, manage active cases (including dispatch and RMAs), and support configuration for endpoints and control systems while staying current through ongoing training.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Avi-spl
Avi-spl
6 days ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Provide frontline remote support for audiovisual and unified communications systems, diagnosing, triaging, and resolving AV incidents across customer environments. Ensure timely SLA-compliant responses via phone, email, chat, and ticketing, and document all interactions. Troubleshoot integrated AV/UCC setups, coordinate escalations with vendors and internal teams, manage active cases (including dispatch and RMAs), and support configuration for endpoints and control systems while staying current through ongoing training.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide frontline remote troubleshooting and resolution for audiovisual and video conferencing support requests in line with client SLAs.
  • •Diagnose, triage, and resolve AV/UCC incidents, delivering first-line resolution or escalating appropriately.
  • •Respond to customer inquiries via phone, email, chat, and ticketing systems, ensuring thorough documentation.
  • •Manage an active case load, including field technician dispatch, parts ordering, and RMAs.
  • •Support configuration/operational assistance for video conferencing endpoints, control systems, DSPs, and coordinate follow-ups with escalation teams and vendors.

Pay and Benefits

Salary: USD 23 - 33 hourly
Perks:Health InsuranceVisionDentalPaid LeavePaid Holidays

Key Requirements

  • •2+ years in technical support, helpdesk, or remote troubleshooting focused on AV and UCC technologies.
  • •Strong AV troubleshooting fundamentals including signal flow, hardware diagnostics, and networked AV basics.
  • •Hands-on support experience with integrated AV/UCC systems, including Crestron and Extron control platforms and DSPs (e.g., Biamp Tesira, Shure, QSC Q-SYS, BSS, ClearOne).
  • •Familiarity with video conferencing solutions (e.g., Logitech Rally, Tap, Sync) plus Cisco and Poly endpoints.
  • •Basic networking knowledge, including IP-based AV systems and VLAN configuration troubleshooting.
Experience:2+ yearsAudiovisualUnified communicationsManaged services
Skills:CommunicationProblem-solvingCritical thinkingIndependent workCollaboration
Certifications:AVIXACrestronExtronBiampQSCShureCiscoPolyDante
Languages:English
Tech Stack:AVIXACrestronExtronBiamp TesiraShureQSC Q-SYSBSSClearOneLogitech RallyTapSyncCiscoPolyDanteServiceNowITSMSignal flowHardware diagnosticsNetworked AVIP-based AV

Company Brief

Avi-spl
Provides audio-visual integration, unified collaboration solutions, managed services, and AV support for enterprises and institutions worldwide, delivering design, deployment, and ongoing managed services for communication and collaboration technologies.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Tampa, United States
Founded: 2008
WebsiteLinkedIn