Applications Engineer

The Application Engineer is the second-tier support specialist with advanced knowledge and understanding of all Crestron platforms and the video conferencing solutions running on that platform. The primary responsibility of the Application Engineer is to attain and document a clear description of problems reported, via incoming support phone calls or online ticket submissions, and apply their knowledge to resolve the issue or investigate further and collect specific information to work toward resolution or escalation.

This position is for 3rd Shift: 10am - 7pm CST

Responsibilities:

• 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 of the reported problem.
• Number of deployed systems impacted.
• Current hardware/firmware/software configurations of impacted systems.
• Deployment environment (other Crestron or 3^rd party equipment in the installation)
• Review published documentation with customer, including both Crestron and conferencing service provider documentation where applicable.
• High level analysis of log files.
• Basic analysis of customer network.
•  Experience with Crestron, Savant, or Control4 a plus
• Verify customers conferencing service is properly configured through appropriate portal (O365/Zoom).
• Create RMA's as needed for customer site.
• Assist in supporting Crestron customer knowledgebase by the creation of training material, knowledgebase articles, supportive documentation, and/or software tools.
• Other duties or responsibilities as required.

Requirements:

• Bachelor’s degree preferred.
• Minimum of 3 to 5 years providing consistent and excellent support in a single organization
• Knowledge of Unified Communication platforms (MS teams, Zoom)
• Knowledge of Exchange/O365/Active Directory
• Network diagnosis skills (COMP TIA+ preferred)
• Read and interpret system schematics, floorplans, 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.
• 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.
• Must be able to lift and maneuver up to 50 pounds.
• 10% with overnight travel