AV Support Engineer

Job Description

Job Description

AV Support Engineer

Radiant Technology | Lewis Center, Ohio

At Radiant Technology, we stand as the go-to experts passionately dedicated to streamlining complex technology solutions. Our drive is to create reliable user experiences that our clients can depend on. This commitment is coupled with a thriving culture of innovation that empowers our employees to pursue work they're passionate about. Our professional fulfillment comes from embodying our Core Values in every aspect of our business:

• Quality First: We set the industry standard, ensuring excellence is the hallmark of every project we undertake.
• Make a Positive Impact: Our work consistently adds value, transforming our clients' technological experience.
• Continuous Improvement: We are on an endless quest to enhance our skills and processes, fostering an environment where learning and growth are intrinsic to our operations.
• Set Clear Expectations: Clarity is key. We establish transparent objectives and goals for our teams and projects to align efforts and drive success.
• Own It: Each team member takes full ownership of their responsibilities, prioritizing tasks and executing with precision to deliver outstanding results.

Radiant Technology is seeking an AV Support Engineer to join our Engineering team and serve as a technical resource for our growing portfolio of supported Audio-Visual environments.

Unlike a traditional project-focused Field Engineer, the AV Support Engineer will primarily focus on systems that have already been deployed and are actively being used by our clients . This role will work closely with our Support, Engineering, Project Management, and Field teams to troubleshoot issues, provide technical escalation, maintain system reliability, and help ensure our clients receive a consistent and responsive support experience throughout the lifecycle of their AV systems.

The ideal candidate combines strong AV troubleshooting skills with a support-first mindset. They should be comfortable diagnosing complex integrated systems, communicating directly with clients and end users, documenting their work, and knowing when an issue should be escalated to another engineer, manufacturer, or internal resource.

• Serve as a primary technical resource for AV support tickets and escalations involving integrated Audio-Visual systems.
• Troubleshoot AV systems remotely and onsite, including audio, video, control, conferencing, USB, networking, and signal-distribution issues.
• Provide meeting and event support for client environments, including high-visibility executive and boardroom spaces.
• Verify system readiness before critical meetings by testing displays, cameras, microphones, conferencing platforms, control interfaces, content sources, and other room technology.
• Respond to support requests within established service-level expectations and maintain communication with clients throughout troubleshooting and resolution.
• Diagnose issues and determine whether the root cause is related to programming, configuration, hardware, network/infrastructure, installation, or user operation.
• Escalate issues appropriately to senior engineering resources, manufacturers, vendors, or other internal teams when additional expertise is required.
• Configure and troubleshoot IP-addressable AV devices and basic AV network communication.
• Troubleshoot and make appropriate adjustments to DSP-based audio systems.
• Upload/download control programs and assist with programming changes within established Engineering standards and individual qualifications.
• Perform system testing and validation following repairs, updates, programming changes, or equipment replacement.
• Support preventive maintenance and system-audit activities to identify potential failures before they become client-impacting issues.
• Identify recurring problems across supported environments and work with Engineering to develop long-term corrective solutions rather than repeatedly treating symptoms.
• Maintain detailed ticket documentation, including symptoms, troubleshooting performed, root cause, resolution, and escalation information.
• Contribute troubleshooting procedures, technical discoveries, and how-to documentation to Radiant's internal knowledge base.
• Participate in testing and R&D of new AV products, technologies, software, and support tools as assigned.
• Assist Engineering with testing new solutions before they are introduced into client environments.
• Provide technical feedback to Engineering and Project teams regarding recurring installation, programming, design, or commissioning issues discovered through Support.
• Provide client/end-user training when appropriate.
• Accurately track time associated with support tickets, contracts, projects, R&D, and other assigned activities.
• Travel to client locations as required to troubleshoot and resolve support issues.

The successful candidate should have experience with commercial Audio-Visual systems and a working understanding of technologies such as:

• Audio DSP and digital audio systems
• AV control systems and touch-panel interfaces
• Video distribution, switching, and signal transport
• Microsoft Teams Rooms, Zoom Rooms, and other UC/conferencing environments
• USB and BYOD conferencing systems
• Commercial displays, projectors, cameras, microphones, and loudspeakers
• AV-over-IP and network-connected AV devices
• TCP/IP fundamentals, VLANs, DHCP/static addressing, and basic network troubleshooting
• Firmware, software, and device configuration
• Reading AV drawings, signal-flow diagrams, scopes of work, and system documentation

Experience with Q-SYS is highly desirable given Radiant Technology's engineering platform and supported environments. Experience with Crestron, Extron, Biamp, Shure, Sennheiser, Microsoft Teams Rooms, Zoom, or similar professional AV technologies is also valuable.

Success in this position is not simply closing support tickets. The AV Support Engineer is expected to help Radiant create reliable AV environments and long-term client relationships .

A successful Support Engineer:

• Takes ownership of technical issues through resolution rather than simply passing problems to another person.
• Troubleshoots methodically and works to identify the actual root cause of an issue.
• Communicates clearly with clients, Support, and Engineering throughout an escalation.
• Understands the urgency associated with live meetings and executive environments.
• Documents resolutions so the organization becomes better at solving similar problems in the future.
• Recognizes recurring issues and works with Engineering to eliminate them.
• Balances urgency with quality and avoids temporary fixes when a permanent solution is achievable.
• Helps bridge the gap between Projects and Support by providing Engineering feedback based on what happens to systems after they enter daily client use.

• Previous experience installing, commissioning, supporting, or troubleshooting professional Audio-Visual systems.
• Strong technical troubleshooting and problem-solving skills.
• Ability to troubleshoot systems both remotely and onsite.
• Working knowledge of networking fundamentals as they relate to AV systems.
• Strong written and verbal communication skills.
• Ability to communicate technical information effectively to both technical and non-technical users.
• Strong documentation and organizational skills.
• Ability to prioritize multiple technical issues based on client impact and urgency.
• Ability to work independently while recognizing when escalation is appropriate.
• Valid driver's license and ability to travel to client sites as required.

Radiant offers a generous benefits package including:

• Health benefits including; Medical, Dental, and Vision.
• Company paid Life Insurance.
• Voluntary Term Life Insurance.
• Short-term and long-term disability.
• 401(k) with Company match.
• Paid Time Off (PTO) includes holidays, sick time and vacation.