About
At Amazon, we strive to be Earth's most customer-centric company where people can find and discover anything they want to buy online. We hire the world's brightest minds and offer them an environment where they can relentlessly innovate for our customers. As a member of our IT Services Organization, you will have an opportunity to make a valuable contribution to that goal.
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The Audio-Visual (AV) Support Engineer will be responsible for providing professional, effective, and knowledgeable AV support to all customers utilizing AV/VC systems in Amazon. This role involves troubleshooting issues with these systems, working closely with internal teams, contractors, and integrators. The successful AV Support Engineer will be customer-focused, innovative, and adaptable to new processes while managing day-to-day and ad-hoc customer requests.
Key Responsibilities
- On-site troubleshooting of AV systems, particularly in complex integrated environments such as large conference rooms, training rooms, executive rooms, and bespoke or legacy systems.
- Collaborating with internal teams, contractors, and integrators through troubleshooting and repair procedures.
- Communicating with manufacturers and vendors for repair or replacement of faulty equipment and managing local inventory.
- Working closely with partner teams to drive continuous improvement of the customer experience.
- Maintaining communication with customers and stakeholders through ticket documentation.
- Contributing to technical documentation and SOPs, incorporating field learning and customer feedback.
- Providing feedback and process improvement ideas.
- Ensuring AV room functionality in conjunction with building operations teams.
- Occasional out-of-hours work may be required.
Basic Qualifications
- Two or more years of experience in the AV sector with a proven record of effectively commissioning, configuring, troubleshooting, or installing corporate AV systems.
- Excellent troubleshooting, problem-solving, and diagnosis skills with a strong understanding of signal flow.
- Strong customer-facing skills and excellent communication, interpersonal, and presentation skills, both oral and written.
- Proficient in English.
- Strong prioritization and organizational skills with attention to detail.
Preferred Qualifications
- Avixa CTS, CTS-I, or CTS-D certification, or equivalent.
- Certifications from AV manufacturers (Cisco, Biamp, Dante).
- Experience with network technology including video and audio over IP.
- Willingness to work in a fast-paced global environment where travel might be required.
