ADCI Karnataka Looking for ITS AV Support Eng I, IT Services at Bengaluru, Karnataka Full Time

• 3+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• Bachelor’s degree in Computer science or IT related field or Graduation.
• 3+ years of experience in the AV sector with a proven record of effectively commissioning, configuring, troubleshooting or installing corporate AV systems
• 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
• Experience with network technology including video and audio over IP (e.g. Dante/AES)
• 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 prioritization and organizational skills with attention to detail.

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 job responsibilities

• Onsite/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
• Maintaining communication with customers and stakeholders through ticket documentation
• Collaborating on technical documentation and SOPs, incorporating field learning and customer feedback
• Provide productive feedback and process improvement ideas
• Ensure AV room functionality in conjunction with building operations team
• Ability to move equipment between storage and event rooms
• Occasional out of hours work may be required

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.)