[Hiring] Helpdesk Support Engineer @HireSparks AV Recruiting

Role Description

A Global Dutch Owned Audiovisual Electronics Manufacturer is seeking REMOTE Tier 2 level hardware/software Support Engineers! If you are an Electronics Nerd who geeks out on Electronics like Bluetooth Earbuds, Headsets, and Streaming Video Cameras, this position is for you!

• Resolve technical issues escalated by Tier 1 Support
• Reproduce, and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicable
• Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
• Maintain awareness and knowledge of industry-leading UC and meeting room applications, such as Microsoft Teams Rooms and Zoom Rooms
• Drive and own the tickets escalated from Tier 1, acting as ticket owner and point of contact for customers/stakeholders while that ticket remains in Tier 2
• Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder
• Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content
• Provide training to Tier 1 Support Specialists

Qualifications

• We need local candidates who are fluent in English.
• High standard of personal integrity & professionalism
• Bachelor’s degree in a related field or combination of relevant education and experience
• 3–5 years in a similar role
• Familiar with test processes and methodologies
• Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote)
• Excellent organizational, time management, communication, and presentation skills
• Ability to lead meetings, present to an audience, and conduct solution training.
• Excellent problem-solving and fault isolation skillset, a clear understanding of logic-based testing.
• Have a thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors, such as Teams, Teams Rooms, Zoom, Zoom Rooms, etc.
• 2+ years of experience installing and configuring headset/collaboration applications such as Zoom Rooms, MTR, and similar on Windows, macOS, Linux, ChromeOS, iOS, Android environments, including hands-on product implementation
• 2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology.
• The capability to explain complex setups and solutions.
• Strong analytical and influencing skills
• Ability to assist in building and supporting business cases
• Excellent communication skills, both written and verbal
• Ability to travel up to 20%