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Billerica, MA
|
Full-Time

Technical Support Engineer

SUMMARY:

The Technical Support Engineer provides assistance and technical support to DGI tech customers, field technicians, and field subcontractors that are experiencing technical, hardware, or software issues with their audio-visual systems. The Technical support specialists will assist customers and technicians via phone, email, video conference, & remote/VPN software.

 

RESPONSIBILITIES:

  • Read and interpret A/V systems drawings and specifications.
  • Troubleshoot complex AV solutions with diverse products.
  • Manage day-to-day interaction with remote service clients.
  • Troubleshoot and debug AV systems remotely with field engineers
  • Support Field Engineers by participating in test calls to help with tuning etc.
  • Document issues and /or resolutions for each client session.
  • Develop & maintain relationships with DGI service contract clients and become a subject matter expert (SME) on their AV systems.
  • Ability to demonstrate planning, organizing, and implementing skills that allow the successful completion of a project by a specific due date.
  • Other duties as required or assigned by management.

 

QUALIFICATIONS:

  • 3-5 years of experience in the AV Industry.
  • Experience in troubleshooting, commissioning, or programming Audio-visual Systems.
  • Fluent with Crestron hardware, system design, software, and system loading and debugging.
  • Fluent with Extron hardware, system design, software, and system loading and debugging.
  • Strong understanding of Audio principles, audio conferencing, DSP hardware, and software
  • Certification in one or more of the following: DSP Platforms, Bi-amp, QSC, Clear One, Symmetrix, Polycom, or BSS.
  • Certification and strong understanding of the Zoom Video Conferencing Platform.
  • Strong knowledge of IP addressing and IP networking
  • Fluent in using Remote & VPN software, Team Viewer, and Crestron Fusion.
  • Proficient with Mac and PC operating systems and platforms, as well as Microsoft Office suite (Word, Excel)
  • The ability to organize and manage workload per Service schedule requirements.
  • The ability to problem solve and manage responsibilities with minimal supervision.
  • The ability to conduct a business meeting, present to an audience, and conduct solution training.
  • Certifications: CTS, CTS-I, Extron AV Associate preferred.
  • Excellent written and verbal communication skills.
  • Ability to handle stressful deadlines and situations
  • Must be responsible, self-motivated, self-starter, personable and well-organized.
  • Superior customer service skills to deal with customers.
  • Ability to manage multiple tasks simultaneously.
  • Strong interpersonal skills: ability to work with diverse groups.
  • Proficiency in the use of personal computers including such programs as MS Word, Excel, Outlook, and role-specific applications.
  • Must be able to effectively handle stressful situations.
  • Must be authorized to work in the United States on a full-time basis for any employer.
  • Minimal travel required – occasional.

 

This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties. You will be evaluated in part based on your performance of the tasks listed in this job description. Management has the right to revise this description at any time. The job description is not an employment contract, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.

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