Provide support for escalations from Tier 1 and Tier 2 within SLA.
Collaborate with Tier 2, dispatched field services, or third parties for onsite visual support.
Work closely with internal and external stakeholders including vendors on products and implementations as needed.
Coordinate hardware/software replacements, as necessary.
Conduct analyses on escalated issues.
Report client impacts, RMA processes, and end-of-life recommendations to leadership.
Create and Maintain documentation, including training materials, runbooks, best practices, technical documentation, and known issues.
Deployment, Integration and Testing of Experiential Fleet Portfolio Infrastructure. Debugging issues onsite that need to be visually seen.
Must Haves:
Proficiency with Linux, Windows, and Mac operating systems.
Experience with online video production technologies (e.g., Cobalt encoders, Ross video switchers, enterprise ethernet switches).
Ability to research and answer product specific technical questions with excellent communication and critical thinking skills for time-sensitive issues.
Assist with configuration changes and troubleshooting, as necessary.
Gain/Maintain strong internal business process knowledge of end-to-end customer life cycle support for Managed Services Solutions.
Ability to collaborate across support tiers.
Desired Experience
General networking knowledge.
Experience with devices including desktops, servers (Mac OS X, Windows, Linux), Linux, Unix, VNC, secure shell, Crestron, Ross Dashboard, Ventuz, Feltboard, Qsys, Dante, Picturall, Imposa MPU, Paradigm ACP, and Mosaic MSC.
Familiarity with unified endpoint management (UEM) software.
Experience with enterprise network switches and routers.
Understanding of VLAN, QoS, and IGMP Snooping.
Ability to test and terminate ethernet, BNC, XLR, and Phoenix cables.
Knowledge of LED video walls, Yamaha audio consoles, QSC, and Ross video switchers.
Experience with corporate and event lighting systems such as ETC products.
Ability to read line diagrams and signal flow for audio, video, and control.
Available to work after hours and weekends when required.
Nice To Haves:
CTP (Certified Technical Professional)
CCNA (Cisco Certified Network Associate)
CNCT (Certified Network Computer Technician)
Pay Type
Min Base
Max Base
Salary
$107k
$135k
This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.
