Description

The AV Service Operations team, as part of the Infrastructure Operations organization, is responsible for the entire fleet of AV/VC devices across corporate spaces worldwide. Tier 2 Support Engineers will monitor service dashboards and respond to incoming alerts as needed, by either resolving issues remotely when possible or by dispatching on premise teams to investigate, troubleshoot and resolve.

They will assist Tier 1 engineers with cases that require a deep technical understanding or elevated permissions in a consistently professional and customer-oriented manner. Their goal is to help find a solution and provide Tier 1 with the necessary documentation, training, and/or direct troubleshooting support when necessary. If Tier 1 is not present, Tier 2 AV Support Engineers have the skills to guide whoever is available –technical or nontechnical, internal or external– to a resolution, maintaining professionalism and courtesy throughout the process. They are equipped with a strong troubleshooting skillset and apply it successfully – not only to well-documented and familiar AV systems, but also to unfamiliar, new, or bespoke designs which may have incomplete or even missing documentation.

The successful candidate possesses strong interpersonal and communication skills, allowing them to guide colleagues with or without technical skills through the troubleshooting process and to effectively collaborate with cross-function partner teams in the investigation of complex wide-scale AV/VC issues in order to identify root causes and resolutions.

They are passionate about providing the best experience to their customers, excited by the opportunity 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 can prioritize their work independently in the face of ambiguous or conflicting requirements. They are motivated and independent, maintaining high levels of productivity with minimal supervision, and demonstrating strong initiative and genuine curiosity.

Key job responsibilities

• Ensuring the health of the AV/VC fleet meets and exceeds the agreed service levels

• 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 elevating the experience of our 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, end user guides, etc), keeping them up to date and making improvements by incorporating field learnings or feedback from customers

About the team

The AV Service Operations team, as part of the Infrastructure Operations organization, is responsible for the entire fleet of AV/VC devices across corporate spaces worldwide.

We are open to hiring candidates to work out of one of the following locations:

London, GBR

Basic Qualifications

• Experience supporting video conference and teleconference equipment

• Extensive experience in the AV sector, with a proven record of installing, commissioning, designing, configuring and/or troubleshooting corporate AV systems

• Extensive experience 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 ability to match resources to issues appropriately

• Experience with CRM platforms, e.g. Remedy, ServiceNow

• Ability to establish working relationships and partnerships with peers, stakeholders, customers, vendors and suppliers

• Excellent communication skills, both oral and written

• Strong planning, prioritization and organizational skills

Preferred Qualifications

• Bachelor's degree

• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications

• 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

• Additional Certifications or formal training by AV manufacturers (e.g. Crestron, Extron, Biamp, QSC, Cisco, Dante, etc.)

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).