Audio Visual Operations Engineer​/Lead

Job Title: Audio Visual Engineer/Lead

Location: Santa Clara, CA

Duration: 6+ months

Description: This level involves more experienced technicians with deeper technical knowledge and understanding. We need someone who is more technical and has experience with Extron, Biamp, Shure, troubleshooting, etc.

• Deals with more complex issues that L2 support could not resolve.
• Ensures ticket hygiene and operational excellence.
• Ensures everything triaged is captured in ticket before receiving the elevation; hold L1 & 2 to account for troubleshooting.
• Ensure all possible solutions are exhausted before the ticket is moved up to L4.
• Conducts more in-depth troubleshooting and may require knowledge in the following:
• Audio Video Routing – Knowledge of EDID, HDCP, display and source resolutions, extension of audio and video over HDBT, switchers, matrix switchers and displays.
• Dante – Requires understanding and basic knowledge of Dante controller. Dante crosspoint routing.
• Reading schematics – Understanding of signal flow, AV inputs and outputs, component functionality such as audio DSP’s, Switchers, Control Processor, displays, etc.
• AV Control Systems – Knowledge of AV control systems, basic networking knowledge (IP, DHCP, SSH, HTTP, HTTPS, Telnet).
• USB – Basic knowledge of USB, USB hubs; USB extension over Cat
  6.
• Uses software or hardware to troubleshoot problems that require greater technical proficiency such as Tesira, Extron Toolbelt, Screen Meet, Intuiface, Neat Pulse, Logitech Sync and Zoom Console.
• May interact with other teams such as Networking, Security, WPS, etc.
• Coordinating RMA’s and working with OEM’s and/or vendors for support.
• Personnel:
  Technicians have specialized training in specific areas and more advanced troubleshooting skills.
• Goal:
  To resolve issues that require a higher level of expertise before needing escalation to L4 support.