The Technical Support Engineer is the primary level of support, possessing advanced knowledge and understanding of all Crestron platforms and the video conferencing solutions running on those platforms. The primary responsibility of the Engineer is to provide technical support to Crestron customers via phone, email, and chat, and apply their knowledge to resolve the issue or investigate further and collect specific information to work toward resolution or escalation.
TX - This position is for 9am - 6pm CSTResponsibilities:- Building and maintaining customer rapport, ensuring they understand Crestron is with them through every step of the process.
- Determine specifics for the reported problem, including but not limited to:
- Clear description and scope of the reported problem.
- Current hardware/firmware/software configurations of impacted systems.
- Deployment environment (other Crestron or 3rd party equipment in the installation)
- Review published documentation with customers, including both Crestron and conferencing service provider documentation, where applicable.
- Ability to perform high-level analysis of log files.
- Basic analysis of customer network for case documentation.
- Create RMAs as needed on a case-by-case basis.
- Assist in supporting Crestron's knowledge base by creating knowledge base articles, using supportive documentation, and/or software tools.
- Other duties or responsibilities as required.
Requirements:- Bachelor's degree in a technology field or 3+ years of relevant industry experience.
- 3+ years installing, configuring, and/or supporting technology for Commercial, Residential, AV.
- Knowledge of Networking (Multicast, Dante, AES67) and Diagnostics.
- Crestron Home, D3 Pro Lightning, and Residential Installation.
- Familiar with Linux OS.
- Programming knowledge in C#, CSS, and HTML5 is preferred but not required.
- Knowledge of Commercial / Residential Audio Video technologies and applications.
- Ability to read and interpret system schematics, floor plans, etc.
- Collect and interpret system-level data for analysis.
- The ability to clearly document the issue, steps taken and thought process behind the path of investigation.
- Able to clearly and professionally communicate technical information to varying audiences.
- The ability to think "outside-the-box" and understand how minute data points can affect the larger picture.
- Ability to troubleshoot/create demo programs written in native Crestron platforms.
- Knowledge of Exchange/O365/Active Directory.
- Must be able to lift and maneuver up to 50 pounds.
- 10% with overnight travel
Crestron Electronics offers a competitive total compensation package including Medical, Dental, Vision, Life Insurance, Short Term Disability, 401K with company match, Paid Time Off, Holidays, On-site Amenities at NJ Headquarters & TX Facilities, Crestron Market Cafes, and Fitness Centers.
