Job Details
Corporate Headquarters - Exton, PA
Full Time
2 Year Degree

The A/V Support Engineer is responsible for communication/coordination with customers and other departments for troubleshooting/service/repairs of hardware, communication/coordination with customers and other departments, and equipment maintenance and support upgrades. The candidate must have a strong desire to leverage their technical, critical thinking, administrative and communication skills to maintain the highest EMS product and service quality and to support other departments to ensure EMS success.

Essential Functions

  • Process and resolve Zendesk tickets in the Production queue according to the EMS SLA
  • Work with clients to gather all the pertinent information to assess the situation
  • Schedule service calls for troubleshooting/service/repair of hardware
  • Create service documentation and provide to the scheduled technician and the client
  • Confirm with the technician and the client the day prior to the scheduled service
  • Support the on-site technician
  • Complete and upload the service documentation
  • Follow through with the client
  • Maintain the Production queue to ensure the client is being kept up to date; tickets updated daily
  • Request necessary hardware for repair from Procurement
  • Assist with Service Calls on an as needed basis
  • Process RMA on site when possible, or once defective

Secondary Functions

  • Support the Project Operations Manager and VP of Finance on process improvement efforts within Service Call and Zendesk process for hardware
  • Assist with Service Calls on an as needed basis


  • Knowledge of computer applications such as Windows Operating Systems, Windows Server, enterprise web and client applications and Microsoft Office Suite, A/V and IT systems integration, networking, Microsoft servers, IT infrastructures
  • Ability to read and interpret wiring diagrams, system design drawings and architectural drawings
  • Strong verbal and written communication skills
  • Client-friendly attitude, strong customer service skills
  • Skilled at managing relationships with customers in high stress situations
  • Must be able to multi-task and prioritize calmly and rationally
  • Ability to provide excellent support through all phases of the service cycle, i.e. documenting, monitoring and tracking issues to ensure timely resolution
  • Ability to communicate and work together with other departments to solve problems
  • Basic knowledge of audio and video


  • AVIXA CTS certification preferred or required within six months of employment.
  • IT and networking technology background required, Cisco switches preferred.
  • 1-3 years related experience in Audio-Visual systems installation in commercial and/or CCTV.
  • Crestron control systems experience preferred.
  • BIAMP programming experience preferred.
  • Must have a valid driver's license
  • Experience with installations and project management
  • Experience with service calls
  • Experience with Zendesk ticketing system.
  • Travel Requirement: less than 20%