A/ Escalation Engineer, IT Services

Job Description

Job summary
The AV Escalations Engineer will be responsible for providing remote service and support to AV/VC systems, particularly training rooms, legacy and bespoke installations. They will work with on-premise technicians, contractors and integrators to troubleshoot issues that require a deep dive or elevated permissions to resolve. They will have an in-depth understanding of the broad variety of AV standards deployed at Amazon and be capable of resolving complex issues remotely. They will have the communication skills to guide both peers and non-technical Amazonians through the troubleshooting process and to assist customers in rapidly implementing workarounds to unblock events.

The successful AV Escalations Engineer will be customer focused and motivated by team success. They will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of high importance requests and ambiguity. They will be committed, flexible and have demonstrated the ability to maintain high levels of productivity with minimal supervision. They will demonstrate strong initiative and genuine curiosity.

Key job responsibilities
• Remote troubleshooting of AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systems
• Guiding on-premise IT technicians, contractors and integrators through troubleshooting and repair procedures
• Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment
• Working closely with partner teams including AV hardware deployment and MeetEx to drive continuous improvement of the customer experience
• Maintaining communication with customers and stakeholders, informing them of incident progress via thorough documentation and the use of Standard Operating Procedures (SOPs)
• Writing and maintaining comprehensive technical documentation and SOPs, incorporating field learnings and customer feedback
• Ability to establish and build healthy working relationships and partnerships with peers, customers, vendors and suppliers
• Excellent communication, interpersonal and presentation skills, both oral and written
• Strong strategic planning, prioritization and organizational skills with attention to detail

BASIC QUALIFICATIONS
• BA/BS degree in a related technical field, or equivalent industry experience
• 3+ years of experience in the AV sector with a proven record of effectively commissioning, designing, configuring, troubleshooting or installing corporate AV systems
• Extensive experience working with AV technologies such as Extron, Crestron, BiAmp, Cisco, Shure and Poly; control systems, DTP systems, matrix switchers, extenders and audio DSPs
• Excellent troubleshooting, problem-solving and diagnosis skills with a strong understanding of signal flow and the ability to match resources to technical issues appropriately
• Fluent Japanese / Advanced English

PREFERRED QUALIFICATIONS
• Experience with network technology including video and audio over IP (e.g. Dante/AES)
• CTS, CTS-I or CTS-D, or Cedia equivalent
• Crestron DMC-T or DMC-E Certification
• SynAudCon Training
• CTI-P101 Foundations of Crestron Programming Certification
• CompTia Network+ and Cisco Certified Network Associate (CCNA)
• Additional Certifications or formal training by AV manufacturers (e.g. Crestron, Extron, Biamp, QSC, Cisco, Dante, etc.)

Please check the website below for measures to eliminate unwanted second-hand smoking in each facility:
https://www.amazon.jobs/en/landing_pages/passivesmoking
就業の場所における受動喫煙を防止するための措置に関する事項については、下記リンク先をご覧ください。
https://www.amazon.jobs/jp/landing_pages/passivesmoking

The salary information will be provided individually prior to the 1st interview.
賃金に関する条件は、1回目の面接時までに個別に通知します。

Jobcode: Reference SBJ-gmw2xv-3-139-72-78-42 in your application.