Remote Programmer AV Support and Troubleshooting Specialist

at  ie Smart Systems

ABOUT US:

i.e.SmartSystems is a leading provider of cutting-edge audiovisual solutions, specializing in designing, integrating, and supporting AV systems for diverse clientele across various industries. We are committed to delivering superior quality and unmatched service to our clients, and we are seeking a talented AV Support and Troubleshooting Specialist to join our team.
Remote Programmer AV Support and Troubleshooting Specialist
We are seeking an experienced and skilled Remote AV Support and Troubleshooting Specialist to join our team. In this role, you will focus on providing remote technical support and troubleshooting for AV systems across various industries, including corporate, education, healthcare and Hospitality. You will work closely with field technicians and end-users to ensure systems are functioning optimally, diagnosing and resolving technical issues remotely.

QUALIFICATIONS

• Experience: 3-5 years of experience in AV technical support or troubleshooting, with a focus on remote assistance and problem-solving.
• Certifications: Crestron Certified Programmer (CCP), AMX Certified Programmer, Extron Control Professional, or related certifications are a plus.
• Technical Skills:
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• Strong knowledge of AV system functionality, signal flow, and control system programming (QSC, Crestron, Extron, AMX) Python proficiency is highly desirable.

• Experience with troubleshooting DSPs (e.g., Biamp, QSC, BSS) and audio/video systems.
• Familiarity with video conferencing platforms and IP networking as it relates to AV systems.
• Proficient in the use of remote access tools for diagnosing and resolving AV system issues.
• Soft Skills:
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• Excellent troubleshooting and problem-solving abilities.

• Strong communication skills to clearly explain technical issues and solutions to non-technical users.
• Ability to work independently in a remote capacity, managing time and priorities effectively.
• Detail-oriented with strong organizational skills for documenting support and troubleshooting activities.

• Remote Support:
• Provide remote technical support for AV systems, assisting end-users with troubleshooting and resolving issues related to system functionality, performance, and usability.
• Diagnose and resolve problems with AV control systems (e.g., Crestron, Extron, AMX), video conferencing platforms, and other AV equipment remotely.
• Offer guidance on system configurations and adjustments to optimize performance, including audio tuning.
• Assist with remote user training, ensuring users understand how to operate AV systems efficiently and troubleshoot basic issues.
• Monitor AV systems remotely, proactively identifying and addressing potential problems before they affect system performance.
• Document all support activities, including troubleshooting steps and resolutions, for future reference and continuous improvement.
• Develop custom programs to help support remote monitoring.
• Modify programs in support of changes in equipment or system functions.
• You’ll work with a dynamic team on the latest, cutting-edge technologies, pushing the boundaries of what’s possible to deliver services no one else can.
• Offer guidance and support to field technicians to help them enhance their skills and knowledge.Troubleshooting:
• Analyze and troubleshoot AV signal flow, control system programming, and equipment integration issues from a remote location.
• Work with onsite installation teams to verify that equipment installation, wiring, and system configurations are correct and aligned with project requirements.
• Collaborate with engineering and project teams to resolve complex system issues and provide support during commissioning phases, as needed.
• Use remote access tools to diagnose and resolve issues related to AV components, including displays, audio processors, video conferencing systems, and networked AV devices.
• Provide support for resolving issues with video conferencing platforms (Zoom, Microsoft Teams, Cisco Webex, Polycom) and AV-over-IP solutions.