Technical Service Engineer (Audio-Visual) Location: Nashville, TN

Cenero - Malvern, PA

Full-time - Mid Level

Remote - Malvern, PA

Professional, Scientific, and Technical Services

About the position

The Technical Service Engineer (Audio-Visual) position at Cenero involves providing remote support for audiovisual (AV) and IT systems, managing service tickets, and coordinating on-site service as needed. This role requires technical expertise in AV systems, excellent communication skills, and the ability to train clients and colleagues. The position is primarily remote but may require occasional travel to client sites for service visits.

Responsibilities

• Provide remote technical support of AV, IT and related systems.
• Diagnose and repair AV and related system problems using Cenero's Managed Service.
• Manage and resolve system auto-generated Service Tickets.
• Interact professionally with clients and Cenero personnel via various communication methods.
• Provide remote end-user and concierge AV & IT system support.
• Remotely configure equipment and systems.
• Interface with manufacturers to identify and resolve issues.
• Manage Service Tickets to problem resolution, including scheduling on-site support when necessary.
• Create, update, manage, and resolve Service Tickets accurately and timely.
• Keep digital records up to date and enter accurate time sheet information.
• Provide technical training & guidance to clients & Cenero personnel.
• Deliver professional customer service and build technical credibility with clients.
• Communicate complex technical concepts clearly to peers, clients, and management.
• Assist with design, upgrades, and implementation in the Service Operations Center.
• Maintain technical superiority through continuing education and training.
• Assist with installations and troubleshooting as required.

Requirements

• Bachelor's degree in an appropriate engineering field or equivalent experience.
• Five+ years of related experience in AV and IT systems.
• Detailed working knowledge of AV and related systems.
• Experience with videoconferencing systems setup and troubleshooting.
• Working knowledge of AV control systems, particularly Crestron & AMX.
• Knowledge of video & acoustic technical principles and basic electrical wiring.
• Ability to configure and tune audio systems is preferred.
• General knowledge of ISDN T1/E1, Ethernet, H.320, H.323, and SIP protocols.
• General knowledge of TCP/IP networking, switches, routers, and firewalls.
• Detailed working knowledge of Windows-based computers and office software.
• Two+ years of customer service experience.
• Two+ years of field service and/or AV system installation experience.
• Experience in commissioning AV, IT, and related systems.
• Experience troubleshooting VOIP, IP Networks, VLAN, Video over IP, and Wireless Networks.

Nice-to-haves

• CTS General Certification
• Biamp Certification
• Crestron 101 Certificate or higher
• Crestron DM Certification
• Other applicable industry certifications and training.

Benefits

• Industry-leading healthcare coverage begins on the first day of employment.
• 401K Investment plan with company match.
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Dependent Care Spending Account (DCA).
• 100% Company paid Life insurance for employees.
• 100% Company paid Short Term Disability.
• Optional Long-Term Disability.
• Paid vacation time and paid holidays annually.
• Paid Time Off awarded at hire.
• On-site gym, weight room, locker room.
• Tuition assistance programs.
• Professional development opportunities.
• Employee Referral program.
• Free coffee and warm Philly soft pretzels every Wednesday.