• Provide technical support as an escalation point from a Tier I Engineer, including support of networked devices (Encoders, Decoders, Routers, IP Protocols, etc.), resolution and tracking of support requests and incidents and escalation of issues to proper support teams. • Coordinate with Customer Service team for AV activities on support cases and take responsibility for customer satisfaction and overall success of the technical service desk. • Read and interpret electronic schematics and architectural blueprints. • Maintenance tasks – control programs and ensuring upload and download capability, ongoing health checks to ensure AV systems are operating at optimal conditions, and preventative maintenance visits to help maintain a stable client-based system. • Document issues in a knowledge base format for internal and external use. • Provide timely feedback into the development process on customer-reported product problems. • Support client AV upgrades, installations, and event/live streaming setup and tear down. • Provide necessary training and support for next level service technicians and end user clients. • Work an on-call rotation with other support engineer team members. On-call work requires availability after normal working hours and on weekends.