This job offer is not available in your country.
Audiovisual Support Engineer - Tier 3 (APAC)
HireSparks AV RecruitingQueensway, 01, sg22 days ago
Job descriptionigh standard of personal integrity & professionalism Bachelor’s degree in a related field or combination of relevant education and experience 3–5 years in a similar role Familiar with test processes and methodologies Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote) Excellent organizational, time management, communication, and presentation skills Ability to lead meetings, present to an audience, and conduct solution training. Excellent problem-solving and fault isolation skillset, a clear understanding of logic-based testing. Have a thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors, such as Teams, Teams Rooms, Zoom, Zoom Rooms, etc. 2+ years of experience installing and configuring headset / collaboration applications such as Zoom Rooms, MTR, and similar on Windows, macOS, Linux, ChromeOS, iOS, Android environments, including hands-on product implementation 2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology. The capability to explain complex setups and solutions. Strong analytical and influencing skills Ability to assist in building and supporting business cases Fluent in English, additional languages a plus Excellent communication skills, both written and verbal Ability to travel up to 20%
A Global Dutch Owned Audiovisual Electronics Manufacturer is seeking Tier 3 level hardware / software Support Engineers!
We are seeking a Tier 3 Support Engineer responsible for resolving escalations from both Tier 1 and Tier 2 support teams. This role involves taking ownership of advanced technical issues, coordinating with internal and external stakeholders, and ensuring effective communication throughout the resolution process.
Key responsibilities :
- Resolve technical issues escalated by Tier 2 Support
- Reproduce and resolve as many issues as possible, and engage in collaborative problem-solving with Tier 2 colleagues when applicable
- Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
- Maintain awareness and knowledge of industry-leading UC and meeting room applications, such as Microsoft Teams Rooms and Zoom Rooms
- Drive and take ownership of tickets escalated from Tier 2, serving as the primary contact for customers and stakeholders while resolving these tickets.
- Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder
- Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content
- Provide training to Tier 1 and 2 Support Specialists
Requirements