• Deliver specialized technical assistance for the company’s Business Intelligence product range, Cloud platform, and associated technologies. • Build and maintain strong relationships with customers and partners through consistent, high-quality interactions during project development and the upkeep of production systems. • Identify and resolve complex or urgent technical issues reported by customers utilizing the company's product suite. • Work collaboratively and communicate clearly with colleagues, as well as internal application and software development teams. • Effectively prioritize and relay product defects and enhancement requests to development teams. • Enhance the company’s knowledge base by producing customer-oriented documentation for technical solutions and supplementary product documentation.

• Provide technical system and user support by responding to calls and email requests for technical support in a timely manner • Diligently manage client cases within Zendesk, and communicate any perceived delays to management immediately upon identification • Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients • Assess issues and escalate, if needed, to higher levels of client support • Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path (including services leadership) regarding persistent issues • Assist other department employees in troubleshooting difficult or time-sensitive problems • Configure client equipment both locally and remotely • Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications • Contribute to continuous improvement of the client experience by providing suggestions for the betterment of technical practices • Workweek includes Saturday & Sunday shift in schedule, with 2 days off during the weekdays • Other duties as assigned by Supervisor

Candidates must speak fluent German and English to be considered for this position. The Technical Support Engineer provides frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues. This role is responsible for diagnosing, triaging, and resolving AV-related incidents across customer environments, working closely with customers, service desk teams, and field technicians. The ideal candidate is a problem-solver with a strong understanding of AV hardware, software, and unified communications platforms. They must possess excellent communication skills and the ability to work in a fast-paced environment to deliver high-quality customer support. Day-To-Day Responsibilities: - Adhere to client Service Level Agreements (SLAs) by ensuring timely response and resolution of AV and video conferencing support requests. - Deliver remote technical support for integrated AV and UCC systems, ensuring timely troubleshooting and resolution for end users and field technicians. - Triage and troubleshoot AV and UCC issues, identifying root causes and providing first-line resolution or escalating when appropriate. - Respond promptly to customer inquiries via phone, email, chat and ticketing systems, ensuring all interactions are documented thoroughly. - Manage an active case load, handling tasks such as field technician dispatch, parts ordering, and return merchandise authorizations (RMAs). - Assist with configuration and operational support for video conferencing endpoints, control systems, DSPs, and other AV equipment. - Follow up on open issues, coordinating with escalation teams and vendors to ensure timely resolutions and customer updates. - Participate in on-call rotations and scheduled support shifts, ensuring continuous technical assistance for customers. - Engage in prescribed training curricula to stay current with AV industry standards and emerging technologies. - Develop process improvement initiatives and knowledge base contributions. - Perform additional tasks, responsibilities, and projects needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives. Items to Consider: - AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account. WHAT WE’RE LOOKING FOR Must-Haves: - Fluent in German and English - 2+ years of experience in technical support, helpdesk, or remote troubleshooting roles focused on AV and UCC technologies. - Certifications from vendors such as AVIXA, Crestron, Microsoft, Extron, Biamp, QSC, Shure, Cisco, Poly, Dante. - Strong understanding of AV troubleshooting methodologies, including signal flow, hardware diagnostics, and networked AV basics. - Experience supporting integrated AV and UCC systems, including Crestron and Extron control platforms, software-based control solutions, and DSPs such as Biamp Tesira, Shure, QSC Q-SYS, BSS, and ClearOne. Familiarity with video conferencing solutions like Logitech Rally, Tap, and Sync, as well as Cisco, Microsoft and Poly endpoints. - Ability to manage multiple customers simultaneously, ensuring SLA compliance and timely resolution. - Basic networking knowledge, including IP-based AV systems, network connectivity troubleshooting, and VLAN configurations for AV. - Excellent communication skills, with the ability to provide technical guidance to both technical and non-technical users. - Strong problem-solving mindset, capable of critical thinking under pressure. - Ability to work independently and collaboratively in a fast-paced, remote support environment. Nice-To-Haves: - Experience with ServiceNow or other ITSM platforms for ticketing and case management. - Experience with Room Booking & Scheduling Systems. - Knowledge of digital signage solutions. - Awareness of security best practices related to AV and UCC systems, including device hardening, VLAN segmentation, and encryption protocols. - Experience working with large-scale corporate AV and UCC environments, or within a managed services provider setting. - Experience with Cloud Service offerings in the AV Industry.

Role Description We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. - Resolve network issues - Configure operating systems - Use remote desktop connections to provide immediate support - Use email and chat applications to give clients quick answers to simple IT issues - Contact clients via phone and/or provide clear written instructions and technical manuals for complex problems Ultimately, you will be a person that our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems. Qualifications - Degree in a relevant field, like Computer Science, IT or Software Engineering - Microsoft, Cisco, Linux or similar certification is a plus - Enjoy assisting people with computer issues - Able to explain technical details simply Requirements - Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role - Hands-on experience with Windows/Linux/Mac OS environments - Good understanding of computer systems, mobile devices and other tech products - Ability to diagnose and troubleshoot basic technical issues - Familiarity with remote desktop applications and help desk software (e.g. Zendesk) - Excellent problem-solving and communication skills - Ability to provide step-by-step technical help, both written and verbal - BS degree in Information Technology, Computer Science or relevant field - Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus Company Description