IT Support Engineer

Media Plan GmbH

IT Support Engineer handling end-user support requests at Media Plan. Troubleshooting issues and ensuring compliance with IT policies while supporting AV control systems.

Posted 7/27/2026full-timeRemote • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in diagnosing and resolving advanced hardware, software, and network issues while ensuring compliance with IT and security policies. Proficient in managing IT asset lifecycles and providing technical support for AV control systems and related technologies.

Highest-signal resume keywords

AV Control Systems SupportIT Asset ManagementHelpdesk ExperienceO365 Suite ProficiencyAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Hardware TroubleshootingSoftware InstallationNetwork ConnectivityEndpoint Management ToolsAV Control SystemsAudio DSP PlatformsWAN TechnologiesSD-WAN TechnologiesWeb-Filtering TechnologiesTicketing System Management

Soft Skills

Effective CommunicationProblem-Solving Focus

Tools & Technologies

FreshdeskService NowCrestronExtronQ-SYSBiampShureMPLSSite-to-Site VPN

Certifications & Qualifications

Crestron CertificationExtron CertificationQ-SYS CertificationBiamp Tesira CertificationShure Certification

Industry Keywords

IT EngineerAV EnvironmentsService Level AgreementsKnowledge Base ArticlesStandard Operating Procedures

About the role

Key responsibilities & impact

Diagnose and resolve advanced hardware, software, network, and connectivity issues for end users
Respond to and manage incidents and service requests through the ticketing system, meeting required SLAs
Provide both frontline and escalated technical support, handling the full range of incidents and service requests from initial intake through resolution
Install, configure, and troubleshoot software applications and endpoint management tools
Document solutions, create knowledge base articles, and maintain standard operating procedures
Maintain employee IT profiles and ensure each user’s computer remains compliant with company IT and security policies
Identify recurring issues and recommend process or system improvements
Own IT asset management across the equipment lifecycle, including tracking, assignment, inventory accuracy, and retirement of hardware and software.

Requirements

What you’ll need

Experience in an IT Engineer/Technician role with exposure to AV environments.
Hands-on experience supporting AV control systems (Crestron, Extron, Q-SYS) and audio DSP platforms (Biamp, Shure, etc.).
Ability to communicate clearly and effectively at all levels in the organisation and to different levels of technical ability.
Proven ability to work and deliver effectively within defined measures of success.
An analytical and pragmatic problem-solving focus.
Recognised professional IT or AV qualifications (e.g., Crestron, Extron, Q-SYS, Biamp Tesira, Shure certifications).
Helpdesk experience (Freshdesk, Service Now etc)
Experience with the O365 suite of applications and tools.
Experience of WAN technologies such as MPLS and site-to-site VPN.
Experience of SD-WAN, internet breakout, and web-filtering technologies.

Benefits

Comp & perks

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Paid Time Off (Vacation, Sick & Public Holidays)
Training & Development
Work From Home
Wellness Resources