Full Time Job
AV Operations Engineer
Amazon Studios
- Paid
- Full Time
- Senior (5-10 years) Experience
Job Description
The AV Support Engineer (Tier 2) is responsible for providing remote service and support to conference rooms across Amazon's corporate sites, focusing on complex, legacy and/or bespoke integrated AV/VC systems. They provide assistance to Tier 1 engineers with cases that require a deep technical understanding or elevated permissions, working with them to find a solution and providing them with the necessary documentation, training or direct troubleshooting support. If Tier 1 is not present, they have the skills to guide whoever is available – whether technical or not, internal or external – to find a resolution, always doing so in a consistently professional and customer-oriented manner. They are equipped with a strong troubleshooting skillset and apply it successfully – not only to well documented or familiar AV systems, but also to unfamiliar, new or bespoke designs which may have incomplete or even missing documentation.The successful AV Support Engineer (Tier 2) possesses strong interpersonal and communication skills, allowing them to guide colleagues with or without technical skills through the troubleshooting process and to help customers unblock their meeting or event, planning fixes or workarounds and working with them directly until a solution is found. They are passionate about providing the best experience to their customers, excited by the chance to meaningfully impact the direction of the service they provide and motivated by their team's successes. They're innovative, adapting quickly to new processes and procedures, and are capable of prioritizing their work independently in the face of ambiguous or conflicting requirements. They are motivated and independent, able to maintain high levels of productivity with minimal supervision and demonstrate strong initiative and genuine curiosity.
Key Responsibilities:
• Remote troubleshooting of AV systems, particularly large or complex integrated systems
• Guiding staff on-site, who may not have a technical background, through troubleshooting and repair procedures
• Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment
• Working closely with partner teams inside and outside Amazon to develop and implement improvements to our service and to the experience for its customers
• Tracking issues via ticket, maintaining clear communication with customers or stakeholders by thoroughly documenting all work as it is completed and providing regular status updates
• Writing and maintaining technical documentation for different audiences (e.g. Standard Operating Procedures (SOPs), end user guides, e.t.c.), keeping them up to date and making improvements by incorporating field learnings or feedback from customers
A day in the life
About the hiring group
Job responsibilities
Key Responsibilities:
• Remote troubleshooting of AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systems
• Working with on-site resources – which may include ITSEs, GREF, general contractors, integrators or even customers – when physical presence is required for troubleshooting or resolution
• Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipment
• Working closely with partner teams such as AV hardware deployment and Meeting Experience Development (MxD) to drive continuous improvement of the customer experience
• Maintaining clear communication with customers or stakeholders by thoroughly documenting all work and providing regular status updates on the ticket, avoiding unnecessary escalations or SLA failures
• Writing and maintaining technical documentation for different audiences (e.g. Standard Operating Procedures (SOPs), end user guides, e.t.c.), keeping them up to date and making improvements by incorporating field learnings or feedback from customers
• Managing the AV support program in their region, including quality control auditing, in depth reporting, analyzing data and working closely with internal and external partners to plan and deliver continuous improvements to the program
BASIC QUALIFICATIONS
Basic qualifications
• Bachelors degree in a related technical field, or equivalent industry experience
• 5+ years of experience in the AV sector, with a proven record of effectively installing, commissioning, designing, configuring and/or troubleshooting 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 problem-solving and diagnosis skills, with a strong understanding of signal flow and the ability to match resources to technical issues appropriately
• A basic understanding of IP networking and fault finding on networked AV devices. Additional knowledge or experience, particularly with video and audio over IP protocols (e.g. Dante/AES67), would be advantageous
• Experience with CRM platforms (Customer Relationship Management), e.g. Remedy, Zendesk, Jira
• Ability to establish and build healthy working relationships and partnerships with peers, stakeholders, customers, vendors and suppliers
• Excellent communication skills, both oral and written
• Strong planning, prioritization and organizational skills – specific project or program management experience/training would be advantageous
PREFERRED QUALIFICATIONS
Preferred qualifications
• 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.)
Jobcode: Reference SBJ-r7jznp-34-205-142-9-42 in your application.