Audio Video Support Onsite Engineer

2 weeks ago

Singapore Axiom Technologies Full time

Key Responsibilities:

- **Ticket Management**: Create, update, and close tickets in the ITSM system, ensuring timely incident logging and resolution.
- **Incident & Troubleshooting**: Perform initial triage of low to medium severity issues, troubleshoot AV/VC equipment, and escalate high-severity incidents to the remote VNOC.
- **Change & Release Management**: Own and implement configuration changes, firmware upgrades, and software updates on AV/VC equipment, providing onsite support.
- **Problem & Vulnerability Management**: Support problem resolution by providing logs, facilitating tests, and assisting with patching and vulnerability mitigation.
- **Equipment Setup & Configuration**: Set up and configure AV/VC equipment for meetings, presentations, and events; ensure proper connections and functionality.
- **Technical Support & Maintenance**:Address technical issues promptly, perform routine maintenance, cleaning, and preventive inspections, including VIP/VVIP room checks.
- **User Support & Training**:Assist end-users with equipment operation, conduct basic troubleshooting, and provide user guidance.
- **Documentation & Inventory**: Maintain accurate records of configurations, service logs, and equipment inventory; perform biannual physical inventory checks.
- **Quality Assurance**: Test and verify AV/VC system functionality, ensuring adherence to quality standards before and after event use.
- Collaboration & Communication: Work closely with IT and AV teams, vendors, and OEMs to resolve issues and coordinate activities.
- **Security & Safety**: Follow all security protocols, handle equipment safely, and adhere to safety guidelines during installations and maintenance.
- Vendor Liaison & RMA Support: Coordinate with vendors for technical support, hardware repairs, and equipment replacements under contracts.
- **Event Support**:Provide onsite technical assistance during events, ensuring smooth operation and addressing any technical issues that arise.
- **Service & Shift Flexibility**: Support operational hours from 9 AM to 6 PM or as per customer requirements, with flexibility to work shifts up to 8 hours to meet business needs.

**Qualifications**
- Proven experience in AV/VC support, onsite troubleshooting, and equipment setup.
- Strong understanding of AV/VC hardware, software, and networking.
- Excellent problem-solving, communication, and customer service skills.
- Ability to work independently and as part of a team.
- Flexibility to work shifts and adapt to changing schedules.
- Knowledge of ITSM tools and incident management processes is preferred.
- Relevant certifications (e.g., Crestron, Extron, AVIXA) are a plus.

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