Technical Support Engineer - Professional Audio - video

Technical Support Engineer

AVI-SPL is a provider of digital enablement solutions that change the connection between people and technology to improve experiences, create new value, and promote business growth. We are the largest provider of collaboration technology solutions, including our award-winning managed services. Our highly qualified industry experts help people work more efficiently and live better. We believe that success starts with a solid team and that an inclusive and diverse workplace drives us all forward.

Responsibilities

• Technical remote support of pro-AV and video conferencing solutions for customers, acting as an escalation point for other technical and non-technical team members.
• Customer support and communication: Ensure customers receive timely and effective technical support by handling inquiries via phone, email, and escalations, providing clear updates and solutions.
• Technical troubleshooting and case management: Manage your personal cases, including root cause analysis, dispatching field service technicians, and coordinating replacement parts or RMAs to resolve technical issues.
• On-site and remote support: Participate in on-site deployments and support activities, offering practical troubleshooting and remediation for pro-AV and video conferencing systems when needed.
• System operation and user support: Assist customers in configuring, operating, and maintaining video conferencing systems, ensuring optimal functionality and user satisfaction.
• Documentation and knowledge sharing: Document troubleshooting measures and remediations for contract and T&M customers accurately, contributing to internal knowledge resources.
• Professional development and certifications: Participate in ongoing training, maintain required manufacturer certifications, and be prepared to travel occasionally to meet customer requirements.

Skills

• Language skills: Fluent German and English at least C1 level to ensure effective communication with customers and international colleagues.
• Communication and interpersonal skills: Strong verbal and written skills to interact professionally with customers, colleagues, and internal teams promptly and service-oriented.
• Independence and time management: Self-motivated, capable of working independently, meeting deadlines, and maintaining attention to detail under varying priorities.
• Problem-solving and troubleshooting: Proven ability to analyze and resolve technical issues using structured problem-solving methods, including basic troubleshooting for AV and video conferencing.
• Multitasking and adaptability: Ability to manage multiple tasks simultaneously while adapting to changing requirements in a dynamic environment.
• Technical knowledge and tools: Familiarity with AV and collaboration platforms, detailed practical knowledge of MTRP, digital signage, InTime, and Zoom to support daily operations effectively.

Education

• Formal education: Preferred in electronics/electrical engineering or a related technical field, providing a solid foundation for the position.
• Industry experience: Minimum 2-3 years of practical experience in AV and video conferencing environments, ensuring practical technical expertise.
• Customer service experience: Minimum 2 years in customer-oriented support roles, demonstrating the ability to deliver professional and customer-focused services.
• Technical knowledge - VTC systems: In-depth knowledge of video teleconferencing equipment and infrastructure to effectively support and troubleshoot solutions.
• Technical knowledge - AV systems: Familiarity with AV control systems and integrated room peripherals is highly desirable for managing complex setups.
• Certifications: Possession or acquisition of industry-recognized certifications as needed to ensure compliance with professional standards and technical competencies.

What We Offer

• Secure and permanent employment.
• Language courses in English and German.
• Flexible working hours: 2 days remote/3 days on-site, also varying if local presence is required.
• A dynamic, collegial team with international exchange.
• Flexible working hours and hybrid work models.
• Training and development opportunities within the company, including clearly defined career paths.
• Attractive compensation and numerous additional benefits: 30 days of vacation, company pension plan, supplemental health insurance, various employee discounts, corporate benefits, and a bicycle subsidy program.

About Us

AVI-SPL is an employer that promotes and supports equal opportunity. All qualified applicants will receive consideration for employment without regard to ethnicity, race, religion, gender, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group.