Support Engineer

Summary

Kinly is a leading integrator of audio-visual and unified communications solutions and a globally trusted technology advisor. The Support Engineer provides Tier 2 frontline support for AV and UC environments, troubleshooting hardware, software, network, and cloud-managed systems while delivering end-user assistance, event support, documentation, reporting, and technical guidance.

Responsibilities

• Provide phone, chat, video, and remote-session support for AV and video-conferencing incidents, performing Tier 2 diagnosis using ServiceNow (SNOW) and designated client tools and runbooks
• Troubleshoot commercial AV and UC platforms and appliances, including: + Microsoft Teams Rooms (Windows and Android) and Teams Rooms Pro management + Zoom Rooms, Zoom Workplace, and Zoom device management + Cisco Webex Devices, Webex Control Hub, and RoomOS-based appliances + Crestron Flex, DM NVX/AV-over-IP, XiO Cloud, and room scheduling panels + Poly (HP) video endpoints and Poly Lens cloud management + Logitech Rally/Sight endpoints and Logitech Sync + Neat and Lenovo ThinkSmart appliances and their respective management portals + Biamp Tesira and Q-SYS audio DSP platforms; Shure and Sennheiser microphone systems
• Use cloud device-management and remote-monitoring platforms (e.g., XiO Cloud, Poly Lens, Logitech Sync, Cisco Control Hub, Teams admin center) to proactively identify and resolve issues before they become user-facing incidents
• Manage designated video-conferencing and AV facilities, including systems maintenance, moves/adds/changes, and administration to client service standards
• Pull usage analytics, health/issue reports, and KPI data from ServiceNow, Power BI dashboards, and platform-native reporting tools to support trend analysis and continuous improvement
• Deliver end-user training and white-glove support for VIP meetings, town halls, hybrid events, and executive spaces
• Mentor and provide technical guidance to other Support Desk and field AV/UC coordinators
• Maintain accurate room and equipment inventory in the CMDB during preventative-maintenance visits and asset audits
• Coordinate AV/UC support for scheduled client events (all-hands, town halls, board meetings, hybrid conferences)
• Create and maintain user-facing documentation, quick-reference guides, and Kinly's internal knowledge base of AV/UC system documentation
• Perform low-to-mid-level network diagnostics on room and endpoint connectivity (VLAN, QoS, firewall/port checks) in coordination with network engineering
• Follow ITIL-aligned incident, request, and problem-management practices as part of Kinly's global service desk maturity framework

Skills

• Excellent oral and written communication with technical and non-technical audiences
• Strong problem-solving and structured troubleshooting skills
• Responsive, professional customer service across phone, chat, and video-support channels
• Effective teamwork; builds strong working relationships across regions and shifts
• Flexible to off-hour, on-call, or event-based support and occasional on-site redeployment
• Works effectively under pressure and independently with minimal supervision
• Committed to continuous learning as AV/UC platforms and cloud tools evolve
• Follows Kinly's operating standards for professional conduct and client-site presentation
• Prior Service Desk or technical support experience, ideally in AV, UC, or IT environments
• An individual must have experience with, or the motivation to learn, the following:
• Microsoft 365 suite, including Teams and Teams Rooms admin center
• Zoom Workplace and Zoom Rooms admin console
• Webex Control Hub and Webex device management
• Windows 10/11 OS
• ServiceNow (ticketing, CMDB, reporting)
• Cloud AV device-management platforms: XiO Cloud, Poly Lens, Logitech Sync
• Crestron Toolbox; Biamp Tesira; Q-SYS Designer/Configurator
• Shure Designer/Software Suite
• PuTTY/SSH/Telnet; Wireshark or equivalent packet analysis tools
• VPN clients (Cisco AnyConnect/Secure Client, Pulse/Ivanti, VMware Horizon, etc.)
• Remote support tools: TeamViewer, Microsoft Quick Assist, AnyDesk
• Basic familiarity with AI-assisted diagnostics and monitoring features embedded in modern UC platforms
• Additional vendor applications as the platform landscape develops
• AVIXA Certified Technology Specialist (CTS) preferred
• Microsoft Teams Rooms or Zoom Rooms platform certification a plus
• Biamp, Q-SYS, and/or Crestron product experience a plus
• CompTIA A+ and/or Network+ a plus
• Cisco CCNA (R&S or Collaboration) or Cisco Webex/Unified Communications experience a plus
• ITIL v4/v5 Foundation a plus (supported through Kinly's internal certification path)
• Bachelor's or Associate's degree in a technical discipline, or equivalent experience, preferred

Qualifications

Must Haves

• Excellent oral and written communication with technical and non-technical audiences
• Strong problem-solving and structured troubleshooting skills
• Responsive, professional customer service across phone, chat, and video-support channels
• Effective teamwork; builds strong working relationships across regions and shifts
• Flexible to off-hour, on-call, or event-based support and occasional on-site redeployment
• Works effectively under pressure and independently with minimal supervision
• Committed to continuous learning as AV/UC platforms and cloud tools evolve
• Follows Kinly's operating standards for professional conduct and client-site presentation
• Prior Service Desk or technical support experience, ideally in AV, UC, or IT environments
• An individual must have experience with, or the motivation to learn, the following:
• Microsoft 365 suite, including Teams and Teams Rooms admin center
• Zoom Workplace and Zoom Rooms admin console
• Webex Control Hub and Webex device management
• Windows 10/11 OS
• ServiceNow (ticketing, CMDB, reporting)
• Cloud AV device-management platforms: XiO Cloud, Poly Lens, Logitech Sync
• Crestron Toolbox; Biamp Tesira; Q-SYS Designer/Configurator
• Shure Designer/Software Suite
• PuTTY/SSH/Telnet; Wireshark or equivalent packet analysis tools
• VPN clients (Cisco AnyConnect/Secure Client, Pulse/Ivanti, VMware Horizon, etc.)
• Remote support tools: TeamViewer, Microsoft Quick Assist, AnyDesk
• Basic familiarity with AI-assisted diagnostics and monitoring features embedded in modern UC platforms
• Additional vendor applications as the platform landscape develops

Nice to Haves

• AVIXA Certified Technology Specialist (CTS) preferred
• Microsoft Teams Rooms or Zoom Rooms platform certification a plus
• Biamp, Q-SYS, and/or Crestron product experience a plus
• CompTIA A+ and/or Network+ a plus
• Cisco CCNA (R&S or Collaboration) or Cisco Webex/Unified Communications experience a plus
• ITIL v4/v5 Foundation a plus (supported through Kinly's internal certification path)
• Bachelor's or Associate's degree in a technical discipline, or equivalent experience, preferred

Benefits

• Health insurance
• Vision/dental insurance
• Disability insurance
• Vacation
• Sickness leave
• 401K
• Remote work