Technical Service Engineer-Audio Visual System Integration

OPPORTUNITY SUMMARY

This Technical Service Engineer position, operating from Cenero's Service Operations Center or other remote (USA) locations (i.e. working from home is possible), provides support of audiovisual (AV), IT and related systems for Cenero clients. Using Cenero's advanced Managed Service offerings, TSE remotely diagnoses and repairs AV, IT, and related systems, manages & coordinates on-site service when required, and provides end‑user support including occasional concierge system assistance.

TSE is also responsible to update internal service tickets, review & manage existing and auto‑created tickets, and professionally communicate service status, etc. to all interested parties including clients. This position may also function as a service escalation point and provide technical guidance to clients and coworkers. This position will also require you to go to client site for service visit or on‑site staffing on a client site as needed based on departmental requirements.

• Provide remote technical support of AV, IT and related systems
• Uses Cenero's advanced Managed Service to diagnose and repair AV and related system problems
• Proactively manage and resolve system auto‑generated Service Tickets
• Professionally interact with clients and Cenero personnel via video conference, phone, email and text
• Provide remote end‑user and concierge AV & IT system support
• Remotely configure equipment and systems
• Interface with manufacturer's to identify and resolve issues
• Professionally manage Service Tickets to problem resolution including scheduling on‑site support (via Cenero and sub‑contracted personnel) when necessary, coordinating and communicating with the client and all designated parties, and actively updating Service Tickets with current information
• Effectively Communicate and Document Activities
• Create, update, manage, and resolve Service Tickets (and related forms) accurately and in a timely fashion per department standards
• Keep digital records up to date
• Keep and Enter accurate time sheet information
• Provide technical training & guidance to clients & Cenero personnel
• Provide professional customer service including rapidly building technical credibility with clients via superior knowledge and exemplary customer service
• Clearly communicate complex technical concepts to peers, clients, and management
• Support Cenero's Service Operations Center by assisting with design, upgrades, and implementation
• Maintain technical superiority via continuing education, training, seminars, reading, etc. Position requires a minimum of 40 hours of advanced technical training annually
• Assist Cenero Operational teams with installations and trouble shooting, as required
• Position will also require you to go to client site for service visit or provide on site staffing on a client site as needed based on departmental requirements
• Other duties as assigned

Manage all aspects of assigned service tickets from creation through resolution. Coordinate required activities with subcontractors and Cenero personnel. Position does not directly manage personnel.

• Bachelor's degree (B.S.) from a four‑year college or university in an appropriate engineering field; and/or five+ years related experience and/or training; or equivalent combination of education and experience
• Detailed working knowledge of AV and related systems
• Experience with the setup and troubleshooting of videoconferencing systems; including those manufactured by Polycom, Cisco, and other various software‑based solutions
• Working knowledge of AV control systems (particularly those manufactured by Crestron & AMX). Programming experience preferred
• Detailed working knowledge of video & acoustic technical principals and basic electrical wiring is required
• Ability to configure and tune audio systems, preferred
• General Knowledge of ISDN T1/E1, Ethernet and H.320, H.323 and SIP protocols
• General knowledge of TCP/IP networking, switches, routers, firewalls
• Detailed working knowledge of computers (Windows based) and office software
• Two+ years customer service experience
• Two+ years of field service…