AV Technical Support Representative

2 weeks ago

Dorval Quebec HPT Canada Matrox Full time

Responsibilities:

An essential part of this role is a solid understanding of networking and video technologies as applied in professional AV environments. The candidate must demonstrate strong expertise in networking, video distribution technologies, video streaming protocols, and broadcast video workflows. Proficiency with network configuration for ProAV systems, including IGMP concepts, multicast traffic management, and the use of diagnostic tools such as Wireshark, is required. Candidates with equivalent ProAV or live streaming experience are also encouraged to apply. You will continue to develop further expertise with each client interaction.

  • Resolve hardware and software issues efficiently to minimize downtime.
  • Troubleshoot via telephone, email, and Teams to identify, analyze, and correct problems, or provide workarounds.
  • Perform on-site and remote commissioning and troubleshooting, with the possibility of being assigned to customer events or live broadcasts.
  • Reproduce and report Matrox software bugs; follow up with customers when fixes are available.
  • Triage customer issues to determine if RMA services are required.
  • Document all customer interactions to maintain accurate client histories.
  • Become a specialist on Matrox products to address a wide range of technical support needs.
  • Prepare and present internal product trainings and, when needed, at client locations.
  • Travel to customer sites to resolve complex system issues.

 Qualifications:

  • DEC in Computer Science Technology, AEC or CEC in Network Management or Support, or equivalent.
  • Minimum of 3+ years of hands-on experience in AV/IP network environments or live broadcast and streaming deployments.
  • Strong expertise in networking, video distribution technologies, video streaming protocols, and broadcast video workflows.
  • Applied knowledge of IGMP, multicast routing, VLAN segmentation, and network optimization for AV-over-IP workflows.
  • Familiarity with streaming protocols such as RTP, RTSP, SRT, and NDI, and the ability to diagnose related network performance issues.
  • Excellent command of the English and French languages.
  • Valid passport and availability for international travel on short notice.
  • Highly motivated, with a passion for learning and skill development.
  • Previous technical support or customer service experience.

Assets:

  • Knowledge of additional languages: Spanish, Italian, Japanese, Mandarin, Hindi, or Arabic.
  • CTS certification (bonus, not required).

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