Support Engineer

Role overview

This frontline Service Desk position resolves audio-visual (AV) and unified communications (UC) incidents across managed meeting-room environments. The role blends hands-on AV/UC troubleshooting with cloud-based device management, remote monitoring, and proactive problem prevention to support enterprise collaboration spaces at scale. Fast first-contact resolution and clear end-user communication are central to meeting service-level commitments.

Responsibilities

- Provide phone, chat, video, and remote-session support for AV and video-conferencing incidents, performing Tier 2 diagnosis through ServiceNow and client runbooks. - Troubleshoot commercial AV/UC platforms including Microsoft Teams Rooms, Zoom Rooms, Cisco Webex Devices, Crestron Flex, Poly endpoints, Logitech Rally/Sight, Neat and Lenovo ThinkSmart appliances, and Biamp/Q-SYS audio DSPs paired with Shure and Sennheiser microphones. - Use cloud device-management portals such as XiO Cloud, Poly Lens, Logitech Sync, Cisco Control Hub, and the Teams admin center to detect and resolve issues before they reach users. - Manage designated conferencing facilities including preventative maintenance, moves/adds/changes, CMDB inventory updates, and white-glove support for town halls, hybrid conferences, and executive spaces. - Coordinate basic connectivity diagnostics (VLAN, QoS, firewall/port checks) with network engineering, and mentor junior desk and field AV/UC coordinators. - Maintain documentation, knowledge base articles, and analytics reporting drawn from ServiceNow and Power BI dashboards, following ITIL-aligned incident, request, and problem-management practices.

Requirements

- Prior Service Desk or technical support experience, ideally in AV, UC, or IT environments. - Strong written and verbal communication with both technical and non-technical audiences. - Structured troubleshooting skills and the ability to stay effective under pressure with minimal supervision. - Flexibility for off-hour, on-call, event-based support, or occasional on-site redeployment. - Working knowledge of Windows 10/11, Microsoft 365, ServiceNow, PuTTY/SSH, Wireshark or equivalent packet tools, and remote-support utilities such as TeamViewer or AnyDesk.

Nice to have

- AVIXA CTS, Microsoft Teams Rooms, Zoom Rooms, Biamp/Q-SYS/Crestron, CompTIA A+ or Network+, Cisco CCNA, or ITIL v4/v5 Foundation credentials. - Bachelor's or Associate's degree in a technical discipline, or equivalent practical experience.

Benefits and work setup

- Remote, full-time, 40 hours per week within the US. - Compensation listed at $55,000-$65,000 annually plus health, vision, and dental insurance, disability coverage, vacation, sick leave, and a 401(k).