AV Support Engineer

Salt Lake City, Utah, us
Company: Apex Systems
Category: Computer and Mathematical Occupations
Published on 2021-06-17 13:31:14

This is a contract position that provides deep Tier III level support or ticket resolution for systems that cannot be resolved by 1 st (call center/GSD), 2 nd (TSR/Deskside Support), and other tier III support Engineers. This role is for experienced technical engineers that have developed deep skills in support of multiple, complex information technology systems.

? Work closely with other support and engineering teams to document and solve complex incidents and tasks
? Manage ticket queues given agreed upon service level agreements (SLA) 
? Work closely with product teams, operations engineers and vendors to report and troubleshoot system issues
? Work with product teams to develop support plans for systems and platforms that are new or being updated
? Make sure established processes are developed and followed
? Consult with operations engineers on systems and best practices for reducing incidents and improving or changing complex IT systems
? Develop automation solutions that can be leveraged to drive efficiencies in the systems. Assist others on these automation tools to increase productivity
? Understand and solve very complex system issues
? Coordinate system software update initiatives and user documentation
? Remotely perform system software updates and coordinate testing on client systems as well as make site visits to update system hardware, resolve problems, and do preventive maintenance

Education:
? Bachelor's degree in related field or equivalent experience
Work Experience:
? 8+ years of experience in information technology support with additional industry certifications as appropriate
? 2+ years Audio/Video or Conference Room Technology experience
Demonstrated Skills & Abilities:
? Advanced troubleshooting skills and deep experience with various IT or AV systems
? Excellent interpersonal, collaboration and communication skills
? Understands and follows business processes and practices
? Exceptional customer service skills and executive presence with proven ability to successfully interact with senior level executives
? This job operates in a professional office environment
? To successfully perform the essential functions of the job there may be physical requirements which need to be met such as sitting for long periods of time and using computer monitors/equipment
? Required to lift up to 30 pounds as well as bending, stooping, reaching, and grasping

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