Tier II Online Support Engineer

Why Join Ford AV?

For over 50 years, Ford AV has helped shape how people experience spaces—through sound, video, and innovation. We work with leading businesses, universities, and public institutions across the U.S. to bring technology to life.

At Ford AV, you'll find:

• Real opportunities to grow your skills and your career
• Hands-on training and industry certifications
• A steady, supportive team environment
• Competitive pay, full benefits, and 401(k) match

Description

As a Tier-II Online Support Engineer, you will provide remote technical expertise to diagnose and resolve complex AV issues, supporting both customers and internal teams. You will play a key role in ensuring system performance, guiding onsite personnel, and delivering timely solutions that uphold Ford AV's commitment to customer satisfaction.

• Take ownership of technical aspects of support cases and drive them to resolution.
• Provide scheduled and impromptu remote support to customers and internal staff.
• Diagnose and resolve AV issues in real time through voice, video, or chat.
• Assist onsite personnel remotely, guiding them through troubleshooting steps.
• Deliver Tier-II support to Service Field Engineers, Job Center staff, and other teams as needed.
• Leverage internal and external resources to resolve escalated technical issues.

Qualifications

• Minimum 3 years of experience with commercial AV designs, including control, audio processing, networking, and signal flow.
• Experience with AV control systems (Crestron, QSC, AMX), including basic programming tasks.
• Proficiency in setting up and adjusting Digital Signal Processors (Biamp, QSC, BSS).
• Experience troubleshooting AV and computer networks.
• Strong communication and interpersonal skills, both verbal and written.
• Dedication to customer satisfaction.
• CTS or manufacturer certifications (Crestron, AMX, QSC, Biamp) preferred.
• Bachelor's degree preferred.

Apply Today

Start your AV career with a team that values your skills and supports your growth.

Apply at:

Drug-Free Workplace Ford is committed to maintaining a drug-free workplace and, therefore, all employees are subject to drug testing. Moreover, pre-employment, random, reasonable suspicion and/or post-accident drug testing may be conducted in accordance with company policy and all applicable laws to ensure a safe and healthy work environment. All applicants for this position tentatively selected for employment at Ford are subject to pre-employment drug testing and a final offer of employment is contingent upon a negative drug test result. EOE/AA/M/F/D/V. Physical Requirements The physical requirements of this role play a pivotal role in ensuring job performance and success. The employee will be engaged in extended periods of sitting while operating a wide range of office equipment. While the work primarily involves sedentary tasks, there may be occasions that call for standing, walking, reaching, talking, hearing, and move objects weighing up to 20 pounds. It is essential for employees to possess proficiency in utilizing standard office tools like computers, printers, and telephones. Furthermore, adequate manual dexterity and eyesight are necessary to effectively handle tasks involving reading, writing, interpreting, and managing paperwork with precision and efficiency. In a typical office setting, the employee will communicate and engage with minimal exposure to excessive noise or adverse environmental conditions. Although the role mainly takes place indoors, there might be occasional exposure to outdoor elements such as heat, cold and environmental elements.

Job Type: Full-time

Pay: $ $45.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: In person