{"id":2464780,"url":"https://alion.io/job/kinly-support-engineer","title":"Support Engineer","company":{"id":678492,"name":"Kinly","domain":"kinly.com","url":"https://alion.io/company/kinly","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":55000,"max":65000,"currency":"USD","period":"year","gross":null,"usd_annual":65000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Power BI","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VLAN","optional":false},{"name":"VMWare","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Wireshark","optional":false}],"status":"live","first_seen_at":"2026-09-04T16:40:52Z","employer_posted_date":"2026-09-04","last_verified_at":"2026-10-14T06:55:29Z","board_verified":true,"closed_at":null,"days_open":39,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":39},"description":"Role:Support Engineer\nLocation: Remote, US\nContract: Permanent, Full-Time\nHours: 40 hours per week\nSalary: $55,000 - $65,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K\nKinly 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.\nThe 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.\nKey Responsibilities:\nTo 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.\nProvide 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.\n\nTroubleshoot commercial AV and UC platforms and appliances, including:\nMicrosoft Teams Rooms (Windows and Android) and Teams Rooms Pro management\n\nZoom Rooms, Zoom Workplace, and Zoom device management\n\nCisco Webex Devices, Webex Control Hub, and RoomOS-based appliances\n\nCrestron Flex, DM NVX/AV-over-IP, XiO Cloud, and room scheduling panels\n\nPoly (HP) video endpoints and Poly Lens cloud management\n\nLogitech Rally/Sight endpoints and Logitech Sync\n\nNeat and Lenovo ThinkSmart appliances and their respective management portals\n\nBiamp Tesira and Q-SYS audio DSP platforms; Shure and Sennheiser microphone systems\n\nUse 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.\n\nManage designated video-conferencing and AV facilities, including systems maintenance, moves/adds/changes, and administration to client service standards.\n\nPull 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.\n\nDeliver end-user training and white-glove support for VIP meetings, town halls, hybrid events, and executive spaces.\n\nMentor and provide technical guidance to other Support Desk and field AV/UC coordinators.\n\nMaintain accurate room and equipment inventory in the CMDB during preventative-maintenance visits and asset audits.\n\nCoordinate AV/UC support for scheduled client events (all-hands, town halls, board meetings, hybrid conferences).\n\nCreate and maintain user-facing documentation, quick-reference guides, and Kinly's internal knowledge base of AV/UC system documentation.\n\nPerform low-to-mid-level network diagnostics on room and endpoint connectivity (VLAN, QoS, firewall/port checks) in coordination with network engineering.\n\nFollow ITIL-aligned incident, request, and problem-management practices as part of Kinly's global service desk maturity framework.\n\nSkills & Experience:\nExcellent oral and written communication with technical and non-technical audiences.\n\nStrong problem-solving and structured troubleshooting skills.\n\nResponsive, professional customer service across phone, chat, and video-support channels.\n\nEffective teamwork; builds strong working relationships across regions and shifts.\n\nFlexible to off-hour, on-call, or event-based support and occasional on-site redeployment.\n\nWorks effectively under pressure and independently with minimal supervision.\n\nCommitted to continuous learning as AV/UC platforms and cloud tools evolve.\n\nFollows Kinly's operating standards for professional conduct and client-site presentation.\n\nEducation/Experience:\nPrior Service Desk or technical support experience, ideally in AV, UC, or IT environments.\n\nAVIXA Certified Technology Specialist (CTS) preferred.\n\nMicrosoft Teams Rooms or Zoom Rooms platform certification a plus.\n\nBiamp, Q-SYS, and/or Crestron product experience a plus.\n\nCompTIA A+ and/or Network+ a plus.\n\nCisco CCNA (R&S or Collaboration) or Cisco Webex/Unified Communications experience a plus.\n\nITIL v4/v5 Foundation a plus (supported through Kinly's internal certification path).\n\nBachelor's or Associate's degree in a technical discipline, or equivalent experience, preferred.\n\nTechnical Skills:\nAn individual must have experience with, or the motivation to learn, the following:\nMicrosoft 365 suite, including Teams and Teams Rooms admin center\n\nZoom Workplace and Zoom Rooms admin console\n\nWebex Control Hub and Webex device management\n\nWindows 10/11 OS\n\nServiceNow (ticketing, CMDB, reporting)\n\nCloud AV device-management platforms: XiO Cloud, Poly Lens, Logitech Sync\n\nCrestron Toolbox; Biamp Tesira; Q-SYS Designer/Configurator\n\nShure Designer/Software Suite\n\nPuTTY/SSH/Telnet; Wireshark or equivalent packet analysis tools\n\nVPN clients (Cisco AnyConnect/Secure Client, Pulse/Ivanti, VMware Horizon, etc.)\n\nRemote support tools: TeamViewer, Microsoft Quick Assist, AnyDesk\n\nBasic familiarity with AI-assisted diagnostics and monitoring features embedded in modern UC platforms\n\nAdditional vendor applications as the platform landscape develops\n\nIf 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.\nIf you do require details of the vacancy or the application process in an alternative format, please  your requirements.\nEqual Opportunities:\nKinly 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. 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