Technical Support Engineer

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.
Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU’LL DO

The Technical Support Engineer is responsible for delivering remote technical support of Pro A/V and Video Teleconferencing solutions to customers and serving as an escalation point for other technical and non-technical team members alike. The Technical Support Engineer (TSE) Level 2 can be either the initial or secondary contact point for AVI-SPL customers both internal and external.

• Customer Support & Communication: Ensure clients receive timely and effective technical assistance by handling phone, email, and escalation inquiries, while providing clear updates and resolutions.
• Technical Troubleshooting & Case Management: Manage a personal case load, including root cause analysis, dispatching field technicians, and coordinating parts orders or RMAs to resolve technical issues.
• On-Site & Remote Assistance: Participate in on-site dispatching and support activities, offering hands-on troubleshooting and remediation for ProAV and video conferencing systems when required.
• System Operations & User Support: Assist clients with the configuration, operation, and ongoing use of videoconferencing systems, ensuring optimal functionality and user satisfaction.
• Documentation & Knowledge Sharing: Accurately document troubleshooting steps and remediation methods for both contracted and T&M clients, contributing to internal knowledge resources.
• Professional Development & Certifications: Engage in ongoing training, maintain required manufacturer certifications, and remain adaptable to occasional travel to support customer needs.

WHAT WE’RE LOOKING FOR

• Language Proficiency: Fluency in German and English at a minimum C1 level, ensuring effective communication with both clients and international colleagues.
• Communication & Interpersonal Skills: Strong verbal and written abilities to interact professionally with clients, colleagues, and internal teams in a timely and service-oriented manner.
• Independence & Time Management: Self-motivated, capable of working independently, managing deadlines, and maintaining attention to detail under changing priorities.
• Problem-Solving & Troubleshooting: Demonstrated ability to analyze and resolve technical issues using structured problem-solving methods, including basic AV and video conferencing troubleshooting.
• Multitasking & Adaptability: Skilled at balancing multiple tasks simultaneously while adapting to shifting requirements in a dynamic environment.
• Technical Knowledge & Tools: Familiarity with AV and collaboration platforms and detailed, hands-on knowledge with MTRP, Digital Signage, InTime, and Zoom to support daily operations effectively.

WHAT WILL HELP YOU THRIVE:

• Educational Background: Formal education in Electronics or a related technical field is preferred, providing a strong foundation for the role.
• Industry Experience: At least 2–3 years of hands-on experience in AV and video teleconferencing environments, ensuring practical technical expertise.
• Customer Service Experience: A minimum of 2 years in client-facing support roles, demonstrating the ability to deliver professional and customer-focused service.
• Technical Knowledge - VTC Systems: Solid understanding of video teleconferencing endpoints and infrastructure to effectively support and troubleshoot solutions.
• Technical Knowledge - AV Systems: Familiarity with AV control systems and integrated room peripherals is highly desirable to manage complex setups.
• Certifications: Holding or obtaining industry-recognized certifications as required, ensuring compliance with professional standards and technical competence.

WHY YOU’LL LIKE WORKING HERE

Secure and permanent employment.
Language courses in English and German.
Flexible working hours: 2 days home office / 3 days on site, also deviating if local presence is required.
A dynamic, collegial team with international exchange.
Flexible working hours and hybrid working models.
Opportunities for further training and development within the company, including clearly defined development paths.
Attractive remuneration and numerous benefits:
30 days vacation, company pension plan, additional health insurance, various employee discounts, corporate benefits and job bike program.