Audio Visual Subject Matter Expert (Team Leader)

Role: Audio Visual SME Team Lead

Location: Chicago, USA

Hours: 40 hours per week - rotating shift pattern

ROLE SUMMARY

As the Team Lead for AV Subject Matter Experts (SMEs), you’ll lead a team responsible for managing and troubleshooting technical support requests for Crestron, QSC, Appspace, Vbrick, Cisco, and Microsoft Teams Room (MTR) systems. You’ll combine hands-on support with leadership, ensuring tickets are resolved efficiently while guiding on-site engineers for physical troubleshooting when needed. This role is crucial for developing expertise within the team, streamlining support workflows, and enhancing user experiences across various AV platforms. You will play a pivotal role in ensuring Kinly’s global service standards are exhibited in your, and the team’s daily operations.

ROLE AND RESPONSIBILITIES

Team Leadership

• Guide a team of AV SMEs, supporting complex technical cases and ensuring timely resolution of tickets.

• Mentor team members, promoting skills growth and technical knowledge through regular training.

• Lead team meetings and knowledge-sharing sessions, aligning the team with best practices.

• Organize shifts to ensure client support, balancing workload effectively among team members.

Client and Stakeholder Collaboration

• Act as the primary contact for client escalations and high-priority issues, providing clear updates and solutions.

• Collaborate with network engineers, vendors, and stakeholders to resolve any recurring issues.

• Review performance with client, documenting improvements and areas for ongoing optimization.

• Respond to and manage client escalations effectively by maintaining efficient communication between all relevant stakeholders and working towards resolution.

• Maintain regular communication and collaboration between SMEs across different regions fostering an inclusive team atmosphere.

Technical Support and Documentation

• Provide advanced remote troubleshooting and diagnostic support for AV systems, offering real-time guidance to on-site engineers as needed.

• Log tickets in detail, creating transparent issue histories and documenting lessons for future reference.

• Conduct regular quality checks on service tickets, ensuring high standards and consistency in support.

Training and Knowledge Development

• Develop troubleshooting guides, FAQs, and training materials to support ongoing team development.

• Lead workshops to keep the team updated on the latest tools, firmware updates, and AV technologies.

PLATFORM-SPECIFIC RESPONSIBILITIES

Crestron

• Use Crestron Toolbox to perform remote diagnostics, manage configurations, and troubleshoot control issues.

• Guide the team in using tools such as SMPL Debugger, Text Console, DM Tool, System Info, Package Update Tool, and Device Discovery Tool.

• Oversee system programming and firmware updates, ensuring Crestron devices like control panels, processors, and switchers are up-to-date and functional.

QSC Q-SYS

• Monitor and troubleshoot audio signal flow and DSP/network issues within QSC systems using Q-SYS Designer Software.

• Address network issues like IP conflicts and VLAN configurations and provide remote support for audio concerns.

• Manage firmware updates on Q-SYS Core processors, coordinating with on-site engineers for any necessary physical intervention.

Appspace

• Support content management troubleshooting, including signage playback errors and content scheduling.

• Remotely configure Appspace accounts, manage user access, and ensure display integration with network sources.

Vbrick

• Provide support for live and on-demand video streaming, resolving issues related to buffering, playback, and stream distribution.

• Configure Vbrick systems for efficient content delivery, monitor live streams, and troubleshoot encoder settings.

Cisco Systems

• Configure and troubleshoot Cisco endpoints, codecs, and touch panels to ensure optimal video/audio quality.

• Manage network and SIP integration issues within Cisco Webex Rooms and resolve video/audio routing concerns.

• Maintain firmware on Cisco devices, coordinating with on-site engineers if manual updates or resets are needed.

Microsoft Teams Rooms (MTR)

• Remotely troubleshoot MTR devices, including displays, cameras, and peripherals, ensuring seamless integration.

• Resolve issues with call quality, device connectivity, and meeting compatibility with other AV equipment.

• Utilize the Microsoft Teams Room Pro Management portal and MTR Admin Center t