Technical Product Support Analyst

We are looking for an experienced AV Field Engineer to analyze customers' business needs and design optimal technical solutions, ensuring high-quality support for meetings, events, and AV requirements. Duties and Responsibilities Analyze customers' business needs and create solutions for optimal results, developing meeting support plans with existing AV equipment. Prepare Requests for Quote (RFQ) information outlining the knowledge, skills, and experience needed to successfully support AV services. Research integrated solutions to meet customer needs and implement client solutions. Act as the primary point of contact between customers, project managers, meeting organizers, and the Concierge Desk, covering all requirements and exceeding customer expectations. Maintain extensive knowledge of virtual meeting platforms and recommend appropriate solutions. Continuously learn about industry trends, test new AV equipment, and recommend upgrades. Update the AV Service and Support Manual and delegate duties to AV Technicians and Coordinators. Serve as a technical consultant to the sales team, leveraging broad knowledge of multiple computer environments, platforms, and AV products. Provide direct day‑to‑day direction and supervision of AV technical and service staff. Coach, mentor, and supervise AV support staff. Participate in team projects, meetings, and assignments. Identify AV hardware and software needs and manage maintenance, upgrades, and scheduling of conference software tools. Troubleshoot Tier 1‑2 level AV problems and coordinate with Tier 2/3 teams when necessary. Create and deliver AV Tier 1 training documentation, and provide refresh sessions for changes or upgrades. Manage and monitor meeting support for customers, measuring the quality of AV customer care and support. Conduct and document scheduled monthly meetings with the A/V Tier 1 team. Follow and enforce the Department's procedures and policies. Document solutions to A/V Tier 1 support technology issues in the knowledge base. Travel to remote sites to evaluate set‑ups, recommend upgrades, and perform maintenance checks with the Tier 2/3 AV team. Track AV Tier 1 incidents and escalating Tier 2/3 incidents through the service desk ticketing system. Create and track Property Management Reports (PMRs) for IT equipment transfers or relocation. Store, account for, and transfer A/V equipment to support meetings. Perform other related duties as assigned. Position Requirements Bachelor’s Degree in Computer Science, Information Systems, or a related field, or equivalent work experience. Certifications in Extron, Crestron, and MS Teams Rooms and Equipment. Minimum of 4 years of high‑tech industry and/or IT work experience in product engineering, development, and/or support functions. Experience as a project team lead working independently or on multiple complex productions, meetings, events, and projects. Additional Requirements Ability to lift up to 50 pounds. Up to 30% after‑hour meeting support. Up to 50% travel required. Telework possible upon request. Shift: Full‑Time / Part‑Time (Full‑Time). Salary: $60–$67 per hour. Location: Florida. Job Type: On Site. This position is currently accepting applications. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. #J-18808-Ljbffr