AV Technical Service Engineer

Reference #: b493c591-32ae-44dd-830d-30b62a9cbde9This position, operating from Cenero's Service Operations Center or other remote locations, provides support of audiovisual (AV), IT and related systems for Cenero clientsand.nbsp; Using Cenero's advanced Managed Service offerings, TSE remotely diagnoses and repairs AV, IT, and related systems, manages .and.amp; coordinates on-site service when required, and provides end-user support including occasional concierge system assistanceand.nbsp; TSE is also responsible to update internal service tickets, review .and.amp; manage existing and auto-created tickets, and professionally communicate service status, etc. to all interested parties including clientsand.nbsp; This senior position may also function as a service escalation point and provide technical guidance to clients and coworkers.Essential Duties and ResponsibilitiesProvide remote technical support of AV, IT and related systemsUses Cenero's advanced Managed Service to diagnose and repair AV and related system problemsProactively manage and resolve system auto-generated Service TicketsProfessionally interact with clients and Cenero personnel via video conference, phone, email and text.Provide remote end-user and concierge AV .and.amp; IT system supportRemotely configure equipment and systemsInterface with manufacturer's to identify and resolve issuesProfessionally 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 ActivitiesCreate, update, manage, and resolve Service Tickets (and related forms) accurately and in a timely fashion per department standards.Keep digital records up to dateKeep and Enter accurate time sheet informationProvide technical training .and.amp; guidance to clients .and.amp; Cenero personnelProvide 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, etcand.nbsp; Position requires a minimum of 40 hours of advanced technical training annually.Assist Cenero Operational teams with installations and trouble shooting, as required.Other duties as assigned.Education and/or ExperienceBachelor.and.#39;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 systemsExperience with the setup and troubleshooting of videoconferencing systems; including those manufactured by Polycom, Cisco, and other various software-based solutionsWorking knowledge of AV control systems (particularly those manufactured by Crestron .and.amp; AMX)and.nbsp; Programming experience preferred.Detailed working knowledge of video .and.amp; acoustic technical principals and basic electrical wiring is required.Ability to configure and tune audio systems, preferred.Subject to background/security investigation.Ability to obtain and maintain a government security clearance, or current clearance.Must have a clean driving recordand.nbsp;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 and/or AV system installation experience.Experience in commissioning AV, IT and related systems.Experience troubleshootin