Support Engineer

Role: Support Engineer

Location: Remote, US

Contract: Permanent, Full-Time

Hours: 40 hours per week

Salary: $55,000 - $65,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K

Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organisations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.

The AV/UC Support Engineer is a frontline role on Kinly's global Service Desk, resolving hardware, software, and network issues across managed audio-visual and unified communications (UC) environments. The role blends traditional AV troubleshooting with cloud-based room management, remote monitoring, and proactive incident prevention — reflecting how modern meeting-room estates are supported at scale. Fast, first-contact resolution and clear communication with end users are central to the role and to Kinly's SLA commitments.

Key Responsibilities:

To perform this job successfully, an individual must be able to satisfactorily perform the following. Other duties may be assigned; reasonable accommodations may be made for individuals with disabilities.

• 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 & Experience:

• 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.

Education/Experience:

• Prior Service Desk or technical support experience, ideally in AV, UC, or IT environments.

• 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.

Technical Skills:

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

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please email jobs@kinly.com outlining your requirements.

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.