Job Description
Job Description
POSITION: Tier 3 Support Engineer
REPORTS TO: Manager of Engineering
OBJECTIVE: Be a valuable member of Verrex and its Engineering Services Department in the overall Implementation of Verrex’s Mission, Vision and Strategy, enabling Verrex to continue to grow and expand its business.
COMPENSATION:Salary, exempt (non-hourly) and standard benefits package per Company policy.
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- The Tier 3 Support Engineer is primarily an office-based role with occasional onsite efforts for single or multiple consecutive days.
- The Tier 3 Support Engineer works with all technical groups within Verrex, but primarily remotely supports installation technicians and GMS technicians who are working onsite.
RESPONSIBILITIES:
Specific Responsibilities:
- Expert at troubleshooting. Ability to fully understand integrated AV systems and know where the likely breakdown in a system is for specific issues presented by someone onsite.
- Excellent communication skills. Ability to ask the right questions and troubleshoot a system when you are not onsite and have to rely on making someone else perform tasks and provide information, as well as work through their Laptop with a remote support connection.
- Working understanding of networks and IP based systems, so that if the issue/need goes into the network that this person can troubleshoot and narrow down where that issue may be. Experience with Crestron Control Subnet, Extron AVLAN, and Q-SYS QLAN systems related to IP Communication and networking as it relates to Integrated AV Systems.
- Ability to understand a new or familiar piece of hardware, how it fits into the Integrated AV system, and can speak intelligently and convincingly with a hardware manufacturer to shorten the troubleshooting process and move quickly to an RMA or Firmware update when we know an issue lies with a specific piece of hardware.
- Working knowledge of Crestron, Extron, and Q-SYS Programming including the ability to open code/GUI and easily tell someone ‘how’ the programming of a function of the system works and/or advise what should happen when or how a particular device is controlled.
- Review audio DSP files from various manufacturers, most specifically Biamp and Q-SYS, both in real time supporting technicians and engineers onsite and beforehand to prepare for onsite efforts.
- Update audio DSP files in support of shop and onsite efforts.
- Create troubleshooting and testing plans to be utilized onsite for specific situations.
- Research solutions and document steps followed to resolution.
- Provide de-escalation to assure clients Verrex has the expertise and diligence required to fix AV system problems experienced.
- Provide technical support via phone, email, chat, screen-share, and video calls to field-based Service, Install and third-party subcontracted technicians and engineers
- Provide onsite support when required.
- Shop QA review of systems.
- Provide occasional onsite system testing and commissioning for the initial integration project.
- Work closely with and provide support to other members of Verrex (design engineers, project engineers, project managers, QA, field technicians, and programmers).
General Responsibilities:
- Be a technical resource for other departments as required.
- Conduct equipment research and testing on new and existing technology.
- Interface with manufacturers when dealing with equipment problems.
- Observe and participate to recommend or create Verrex process changes and enhancements.
- Attend weekly resource meetings and monthly department meetings.
- Attend manufacturer and industry training in-house, off premises, and online.
- Maintain general audiovisual certifications such as CTS, CTS-I, or CTS-D.
- Occasional overnight travel to client sites.
This job description may be revised at any given time by Verrex Management.
Employee Handbook
Please refer to the Verrex Employee Handbook for company policies on such issues as employment wages, salary, benefits, services, reimbursable expenses, employee communications, safety, health, standards of conduct, and corrective action.
Equal Opportunity Employer Statement
Verrex is proud to be an equal opportunity employer. We are committed to creating an inclusive, respectful workplace where everyone can thrive.