AV Operations Engineer I (EP), IT Services
The AV Escalations Engineer will be responsible for providing remote service and support to AV/VC systems, particularly training rooms, legacy and bespoke installations.
They will work with on-premise technicians, contractors and integrators to troubleshoot issues that require a deep dive or elevated permissions to resolve.
They will have an in-depth understanding of the broad variety of AV standards deployed at Amazon and be capable of resolving complex issues remotely.
They will have the communication skills to guide both peers and non-technical Amazonians through the troubleshooting process and to assist customers in rapidly implementing workarounds to unblock events.
The successful AV Escalations Engineer will be customer focused and motivated by team success.
They will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of high importance requests and ambiguity.
They will be committed, flexible and have demonstrated the ability to maintain high levels of productivity with minimal supervision.
They will demonstrate strong initiative and genuine curiosity.
Key job responsibilitieso Remote troubleshooting of AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systemso Guiding on-premise IT technicians, contractors and integrators through troubleshooting and repair procedureso Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipmento Working closely with partner teams including AV hardware deployment and MeetEx to drive continuous improvement of the customer experience o Maintaining communication with customers and stakeholders, informing them of incident progress via thorough documentation and the use of Standard Operating Procedures (SOPs)o Writing and maintaining comprehensive technical documentation and SOPs, incorporating field learnings and customer feedback.
Estimated Salary: $20 to $28 per hour based on qualifications.
They will work with on-premise technicians, contractors and integrators to troubleshoot issues that require a deep dive or elevated permissions to resolve.
They will have an in-depth understanding of the broad variety of AV standards deployed at Amazon and be capable of resolving complex issues remotely.
They will have the communication skills to guide both peers and non-technical Amazonians through the troubleshooting process and to assist customers in rapidly implementing workarounds to unblock events.
The successful AV Escalations Engineer will be customer focused and motivated by team success.
They will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of high importance requests and ambiguity.
They will be committed, flexible and have demonstrated the ability to maintain high levels of productivity with minimal supervision.
They will demonstrate strong initiative and genuine curiosity.
Key job responsibilitieso Remote troubleshooting of AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systemso Guiding on-premise IT technicians, contractors and integrators through troubleshooting and repair procedureso Communicating with manufacturers and vendors to arrange repair or RMA of faulty equipmento Working closely with partner teams including AV hardware deployment and MeetEx to drive continuous improvement of the customer experience o Maintaining communication with customers and stakeholders, informing them of incident progress via thorough documentation and the use of Standard Operating Procedures (SOPs)o Writing and maintaining comprehensive technical documentation and SOPs, incorporating field learnings and customer feedback.
Estimated Salary: $20 to $28 per hour based on qualifications.
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