About the role
Job Summary
The Senior AV Engineer (L3) is responsible for providing advanced technical support for enterprise Audio Visual (AV) environments. This role focuses on troubleshooting complex AV issues, configuring and programming AV systems, supporting system integrations, and leading the resolution of critical incidents. The engineer works closely with global AV teams, vendors, and stakeholders to ensure high availability, performance, and reliability of meeting room and collaboration technologies.
Key Responsibilities
Advanced AV Troubleshooting
- Diagnose and resolve complex AV system issues involving DSPs, control processors, codecs, displays, cameras, microphones, and signal distribution.
- Troubleshoot signal flow, audio routing, video switching, synchronization, and interoperability issues across multiple AV platforms.
- Perform advanced fault isolation and implement corrective actions to minimize service disruptions.
- Provide third-level (L3) technical support for enterprise AV environments.
Programming & Configuration
- Support programming, configuration, and maintenance of Crestron and AMX control systems.
- Configure and optimize Digital Signal Processors (DSPs) for audio performance.
- Administer and support Zoom Rooms, including room configuration, software updates, and troubleshooting.
- Validate configuration changes, perform testing, and execute rollback procedures when required.
- Assist with AV system upgrades, enhancements, and technology refresh initiatives.
Incident & Problem Management
- Participate in P1/P2 major incident bridges and provide technical leadership during critical outages.
- Perform root cause analysis (RCA) and recommend permanent corrective actions.
- Coordinate with global support teams, vendors, and OEMs to resolve complex technical issues.
- Ensure timely documentation of incidents, resolutions, and lessons learned.
Documentation & Knowledge Management
- Develop and maintain technical documentation, standard operating procedures (SOPs), and troubleshooting guides.
- Create and update knowledge base articles to improve support efficiency.
- Maintain accurate records of system configurations, changes, and maintenance activities.
Collaboration & Continuous Improvement
- Work closely with Service Delivery, Infrastructure, and Collaboration teams to ensure seamless AV operations.
- Provide technical guidance and mentoring to L1 and L2 AV support engineers.
- Recommend process improvements and best practices to enhance AV service reliability and user experience.
- Support planned maintenance activities and change management processes.
Required Technical Skills
- Advanced AV troubleshooting and diagnostics
- Crestron programming and configuration
- AMX programming and support
- DSP configuration (Biamp, QSC, or similar platforms)
- Zoom Rooms administration
- Audio and video signal flow analysis
- AV system integration and interoperability
- AV-over-IP concepts
- Microsoft Teams Rooms and enterprise collaboration platforms (preferred)
- ServiceNow or similar ITSM tools
- ITIL-based incident and change management