AV Media Engineer III
About this role
AV Media Engineer III
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
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