Global AV Service Desk Technician
HybridWarsaw, Mazovia, Poland
EXPIREDWarsaw, Mazovia, PolandHybridFull TimeEnterprise
Full TimeEnterprise
Job Summary
Provide 2nd and 3rd line technical support for Audio-Visual hardware and software solutions by managing incidents and service requests in ServiceNow from initial assignment through resolution. Classify, prioritize, and resolve incidents in line with agreed SLAs and KPIs while performing remote monitoring, troubleshooting, and diagnostics of AV systems. Document all activities and analyze incident trends to identify opportunities for proactive issue prevention. Collaborate with internal teams, Customer Success Managers, Onboarding Consultants, and Field Service Engineers to ensure high-quality service delivery.
Required Qualifications
- Proven experience providing technical support for Audio-Visual (AV) systems
- Previous experience in an AV Support Engineer, AV Service Desk or Video Conferencing Support role
- Strong practical experience supporting and troubleshooting conference room technologies, video conferencing systems, and AV infrastructure
- Good understanding of ITIL processes, Incident Management, and working within SLA-driven environments
- Experience working with ticketing systems, ideally ServiceNow
- Solid knowledge of audio and video equipment and AV technologies
- Knowledge of Digital Signage and Video Teleconferencing (VTC) solutions
- Strong troubleshooting and problem-solving skills with the ability to independently diagnose and resolve technical issues
- Good English communication skills, both written and spoken
- Strong customer service mindset and excellent interpersonal skills
- Ability to build positive relationships with customers, internal teams, Field Service Engineers, and external vendors
Desired Qualifications
- Experience with technologies such as Microsoft Teams Rooms, Zoom Rooms, Cisco TelePresence, Crestron, Extron, Logitech, and Biamp
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