IT & AV Support Engineer -- Remote / Time-Zone Specific

Job Description

We're hiring an IT & AV Support Engineer to join a specialized technical support team serving an elite, high-touch clientele who expect the same level of responsiveness and discretion as any top-tier managed service — just delivered in a far more unique, mobile environment.

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This is a role for someone who thrives on solving problems independently, communicates like a pro under pressure, and takes genuine pride in getting the details right — every time.

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🔧 What You'll Do

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• Serve as first-line, on-call technical support for the duration of your shift — responding immediately, scoping issues, and resolving or escalating with clear handoffs

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• Manage and progress a ticket queue during quieter periods between incidents

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• Provide on-site troubleshooting and support for clients across the Caribbean when needed, sometimes at short notice

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• Maintain detailed, high-quality documentation so teammates on other shifts can pick up seamlessly

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• Communicate proactively with clients and colleagues across time zones in a high-expectation, fast-paced setting

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✅ What You Bring

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• Fluent English (C1+), confident communicating with both colleagues and clients

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• Solid hands-on networking skills: IP subnetting, routing, ACLs, DNS troubleshooting

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• Experience with AV signal distribution and control systems — Crestron, Crestron NVX, QSC Q-SYS, or Dante-equivalent standards

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• Exposure to voice/telephony, CCTV, servers, or satellite communications is a plus

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• MSP experience with ticket and KPI discipline is a strong advantage

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• A methodical, curious problem-solver who looks beyond the immediate symptom

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• Comfortable working solo for long stretches while staying closely connected to a remote, international team

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🌟 Bonus Background

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• Prior experience in a comparable on-site technical/operations role in a demanding, client-facing environment

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• Live events or high-pressure live-support experience

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• A self-starter mindset — someone who solves for the customer by default

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📍 Location & Schedule

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• Coverage window: 4:00 PM–Midnight CET (10 AM–6 PM EST), with occasional weekend stand-by

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• Base location is flexible — what matters most is being in a time zone that realistically supports this shift (e.g., US Eastern or an equivalent offset) and having reasonable proximity to a major international airport

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• Ability to travel within the Caribbean at short notice, with visa-free or straightforward access to major destinations in the region

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If you're a low-ego, detail-obsessed technologist who's energized by high-stakes, high-trust client relationships — we'd love to hear from you.