Desktop &Video-Wall Support Engineer

Madre Integrated Engineering | Full time

• Perform root-cause analysis for major and recurring incidents and implement permanent corrective solutions.
• Open, manage, and coordinate OEM back-to-back support cases while ensuring compliance with applicable ticketing and SLA timelines.
• Manage system configuration, firmware, and software maintenance, including coordination of manufacturer releases and upgrades.
• Maintain system design documents, SOPs, technical documentation, and knowledge-base information.
• Provide technical assessment and recommendations to the Change Advisory Board for proposed system changes.
• Maintain desktops, TOC video walls, processors, displays, and associated AV equipment.
• Prioritize faults affecting the Terminal Operations Centre and perform AV calibration where required.

Requirements

• Desktop support certification such as CompTIA, Microsoft, or equivalent.
• ITIL Foundation certification and Barco, Extron, or equivalent AV/video-wall training.
• * Minimum 4 years * of hands-on experience supporting the relevant systems in a comparable environment.
• Strong knowledge of desktop infrastructure, video-wall systems, processors, displays, firmware, and software maintenance.
• Strong diagnostic, troubleshooting, and root-cause-analysis skills.
• Experience coordinating with OEMs and managing technical escalations.
• Good documentation, knowledge-transfer, and mentoring capability.

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