Senior AV Engineer

• Receive and manage escalated AV incidents from Level 1 (L1) and Level 2 (L2) support teams
• Validate ticket quality and ensure all troubleshooting activities, diagnostics, and findings are documented prior to accepting escalations
• Review troubleshooting performed by lower support tiers and ensure all reasonable resolution paths have been exhausted before further escalation
• Provide technical guidance and accountability to L1 and L2 support teams to improve first-time resolution rates

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• Perform advanced diagnosis and remediation of AV incidents involving
• Audio and video routing systems.
• Matrix switchers, switchers, displays, and signal distribution technologies.
• EDID, HDCP, source/display resolution compatibility issues.
• Audio and video transmission over HDBaseT (HDBT) and related AV transport technologies
• Identify root causes and implement corrective actions to restore service within agreed service levels.

• Provide troubleshooting support for AV-related network infrastructure and connectivity issues.
• Support AV endpoints and systems utilizing network protocols including TCP/IP, HTTP, HTTPS, SSH, Telnet, and FTP
• Analyze IP addressing, DHCP configurations, network device connectivity, and related communication issues affecting AV services.
• Collaborate with Networking and Security teams for cross-functional issue resolution.
• Provide operational support and troubleshooting for Dante-based audio networks.
• Manage and validate Dante Controller configurations and crosspoint routing
• Diagnose audio path, routing, and synchronization issues within Dante environments.

• Interpret AV system schematics, signal flow diagrams, and technical documentation.
• Analyze AV inputs, outputs, DSP configurations, control processors, switchers, and display technologies to resolve complex system issues.
• Support troubleshooting activities requiring detailed understanding of integrated AV system architectures.

• Support and troubleshoot AV control systems and associated device communications.
• Validate connectivity and configuration of IP-enabled AV devices utilizing DHCP and static addressing
• Troubleshoot control system communications using protocols such as HTTP, HTTPS, SSH, and Tel net.

• Troubleshoot USB device connectivity, USB hubs, and USB extension technologies.
• Support USB-over-Cat6 and other extension solutions used within conference room and collaboration environments.

• Utilize industry-standard AV administration and diagnostic tools including,
• Perform configuration validation, diagnostics, monitoring, and issue resolution activities using these platforms.

• Coordinate with original equipment manufacturers (OEMs), vendors, and third-party support providers for advanced troubleshooting and issue resolution
• Manage Return Material Authorization (RMA) processes, including defect identification, replacement coordination, and status tracking.

• Engage with internal support organizations, including Networking, Security, Workplace Services (WPS), and other technology teams, to resolve complex incidents and service-impacting
• issues.
• Participate in technical review sessions and problem management activities as required.