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Technical Support Engineer
Company Info
QSC, LLC
CA, United States
Phone:
Web Site:
https://www.qsc.com/
Company Profile
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Title:
Technical Support Engineer
Location:
Fort Wayne, IN
Job ID:
79279
col-wide
Job Description:
Job Description:
The Technical Support Engineer provides Level 1 and Level 2 support to Q-SYS’s global customers. Primary duties include wide-ranging diagnostics and troubleshooting of Q-SYS products, audio, video, networking, and third-party control integration as well as management of escalated cases and Q-SYS emergency 24/7 support. The successful candidate possesses broad knowledge and experience working with integrated and converged networked Audio, Video and Control (AV&C) products in diverse ecosystems as well as general application knowledge of Live Sound and Cinema markets and products.
Base Pay Range $45,000 - 71,000
The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans, generous time off and profit sharing.
This position must sit out of our Fort Wayne, Indiana or Costa Mesa, California locations.
Customer support is delivered through call handling, email, web portal, and chat through Salesforce Case Management. This will often require TeamViewer and other similar RDP platforms to perform system diagnostics and troubleshooting.
Technical support topics include:
Deployment and troubleshooting of Q-SYS systems and network products
Multicast traffic and routing concepts
Video and video streaming applications and concepts
Audio applications
Control troubleshooting
Control scripting diagnostics
Limited analysis of network traffic
Data security protocols, applications, and concepts
Deliver best-in-class call-handling and call response times to Q-SYS’s premier accounts.
Document troubleshooting and support activities in Salesforce
On a rotational basis, provide 24/7 after-hours support, weekdays, and weekends, via telephone or online methods.
Improve Q-SYS knowledge by developing knowledge base articles as well as training material and programs as required
Bachelor’s or Diploma in a technical/engineering discipline, or equivalent experience
3+ years’ experience in Customer Support or Technical Support - preferably customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems
Q-SYS Level I and Level II certification is highly desirable
AV industry certifications in Dante, CTS, CTS-I, or CTS-D is a plus
Good understanding of computer technologies, audio video technologies, audio over IP networking and DSP technology, including Gain Structure, AEC, Dante, and Telephony
Experience with Unified Communications systems and third-party control integration (Crestron, Extron, AMX, Microsoft Teams, Zoom, etc.) is highly desirable
SIP/VoIP telephony experience is a plus
Experience with Salesforce Case Management and Knowledge Base is a plus
Excellent written and verbal, interpersonal and communication skills
Creative, motivated, and adaptive learner
Remains calm under pressure
Ability to work independently with minimal supervision
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