AV Technical Support Representative

Job description

Responsibilities: An essential part of this role is a solid understanding of networking and video technologies as applied in professional AV environments. The candidate must demonstrate strong expertise in networking, video distribution technologies, video streaming protocols, and broadcast video workflows. Proficiency with network configuration for ProAV systems, including IGMP concepts, multicast traffic management, and the use of diagnostic tools such as Wireshark, is required. Candidates with equivalent ProAV or live streaming experience are also encouraged to apply. You will continue to develop further expertise with each client interaction. Qualifications: Assets: - Resolve hardware and software issues efficiently to minimize downtime. - Troubleshoot via telephone, email, and Teams to identify, analyze, and correct problems, or provide workarounds. - Perform on-site and remote commissioning and troubleshooting, with the possibility of being assigned to customer events or live broadcasts. - Reproduce and report Matrox software bugs; follow up with customers when fixes are available. - Triage customer issues to determine if RMA services are required. - Document all customer int...