The Service Provider shall provide L3 as per above resource requirement for Audio Visual Engineering Support Services to ensure operational stability, advanced troubleshooting, escalation management, and resolution of complex Audio Visual (AV) incidents across the Client's AV environment.
Incident Escalation Management
• Receive and manage escalated AV incidents from Level 1 (L1) and Level 2 (L2) support teams.
• Validate ticket quality and ensure all troubleshooting activities, diagnostics, and findings are documented prior to accepting escalations.
• Review troubleshooting performed by lower support tiers and ensure all reasonable resolution paths have been exhausted before further escalation.
• Provide technical guidance and accountability to L1 and L2 support teams to improve first-time resolution rates.
Advanced Audio-Visual Troubleshooting and Resolution
• Perform advanced diagnosis and remediation of AV incidents involving:
• Audio and video routing systems.
• Matrix switchers, switchers, displays, and signal distribution technologies.
• EDID, HDCP, source/display resolution compatibility issues.
• Audio and video transmission over HDBaseT (HDBT) and related AV transport technologies.
• Identify root causes and implement corrective actions to restore service within agreed service levels.
AV Network and Connectivity Support
• Provide troubleshooting support for AV-related network infrastructure and connectivity issues.
• Support AV endpoints and systems utilizing network protocols including TCP/IP, HTTP, HTTPS, SSH, Telnet, and FTP.
• Analyze IP addressing, DHCP configurations, network device connectivity, and related communication issues affecting AV services.
• Collaborate with Networking and Security teams for cross-functional issue resolution.
Dante Audio Network Support
• Provide operational support and troubleshooting for Dante-based audio networks.
• Manage and validate Dante Controller configurations and crosspoint routing.
• Diagnose audio path, routing, and synchronization issues within Dante environments.
AV System Analysis and Design Interpretation
• Interpret AV system schematics, signal flow diagrams, and technical documentation.
• Analyze AV inputs, outputs, DSP configurations, control processors, switchers, and display technologies to resolve complex system issues.
• Support troubleshooting activities requiring detailed understanding of integrated AV system architectures.
AV Control System Support
• Support and troubleshoot AV control systems and associated device communications.
• Validate connectivity and configuration of IP-enabled AV devices utilizing DHCP and static addressing.
• Troubleshoot control system communications using protocols such as HTTP, HTTPS, SSH, and Telnet.
USB and Peripheral Integration Support
• Troubleshoot USB device connectivity, USB hubs, and USB extension technologies.
• Support USB-over-Cat6 and other extension solutions used within conference room and collaboration environments.
AV Management and Monitoring Tools Support
• Utilize industry-standard AV administration and diagnostic tools including,
• Perform configuration validation, diagnostics, monitoring, and issue resolution activities using these platforms.
Vendor and OEM Coordination
• Coordinate with original equipment manufacturers (OEMs), vendors, and third-party support providers for advanced troubleshooting and issue resolution.
• Manage Return Material Authorization (RMA) processes, including defect identification, replacement coordination, and status tracking.
Cross-Functional Collaboration
• Engage with internal support organizations, including Networking, Security, Workplace Services (WPS), and other technology teams, to resolve complex incidents and service-impacting issues.
• Participate in technical review sessions and problem management activities as required.
Skills Required
- Experience providing Level 3 (L3) AV support and incident escalation management
- Advanced troubleshooting of audio and video routing systems, matrix switchers, switchers, and signal distribution
- Knowledge of EDID and HDCP and troubleshooting source/display resolution compatibility issues
- Experience with AV transport technologies including HDBaseT (HDBT)
- Operational support and troubleshooting experience with Dante audio networks and Dante Controller
- Familiarity troubleshooting AV endpoints and devices over network protocols (TCP/IP, DHCP, HTTP, HTTPS, SSH, Telnet, FTP)
- Ability to interpret AV system schematics, signal flow diagrams, DSP configurations, and control processor setups
- Experience supporting and troubleshooting AV control systems and IP-enabled AV device communications
- Experience troubleshooting USB device connectivity, USB hubs, and USB-over-Cat6 extension solutions
- Vendor and OEM coordination experience, including RMA management and status tracking
- Ability to collaborate with Networking, Security, and Workplace Services teams for cross-functional issue resolution
Astreya Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Astreya and has not been reviewed or approved by Astreya.
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Healthcare Strength — Health coverage includes multiple medical plan options plus dental and vision, complemented by FSAs, an EAP, disability and life insurance, and wellness programs. Feedback suggests these offerings provide solid core protection across many roles.
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Wellbeing & Lifestyle Benefits — Client-site amenities at some large tech campuses can add non-cash value such as meals or on-site perks that enhance the day-to-day experience. Wellness Days and access to learning resources and tuition reimbursement further support overall wellbeing.
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Flexible Benefits — Choice among medical plan types and tax-advantaged accounts enables some customization to individual needs. Some roles also offer remote or flexible work, adding practical flexibility to the total package.
Astreya Insights
What We Do
Astreya is the leading IT solutions provider for some of the world's most recognizable and innovative organizations. Our journey started in 2001 in the heart of Silicon Valley and reaches thirty-three countries with over 2200+ IT professionals. We enable businesses to make better decisions, achieve operational efficiency and gain a competitive edge. The Astreya advantage is centered around focus and clear- vision, world-class talent, and innovative technology: Creativity is in our DNA. Our dedicated Software and Service Innovation teams bring best-in-class technology and tools to bear for our clients.
