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Support Engineer
2 days ago
Investment Park Ph2 , United Arab Emirates Role Overview Role Overview As a Support Engineer at Pulse, you play a central role inensuring that our delivered AV systems operate reliably, efficiently, and inline with client expectations. This role goes beyond reactive troubleshooting —it includes proactive system checks, client training, documentation updates,and close collaboration with project and engineering teams to maintain thehighest standards of system performance. You will work closely with sales, design, and project teamsto understand system intent, support clients throughout the system lifecycle,and ensure that installations function as designed. During project delivery andafter handover, you will validate system performance, resolve technical issues,update documentation when changes occur.
This role requires strong technical understanding, attentionto detail, and excellent communication skills. Support Engineers are expectedto take ownership of the systems under their care, ensuring they remainintuitive, reliable, and fully operational for end users. Success in this role is measured not only by your ability toresolve issues quickly, but also by your commitment to maintaining systemintegrity, preventing recurring problems, and delivering a high-quality supportexperience to clients.
Responsibilities
Reviewsystem designs and documentation to understand system intent and supportrequirements. Assistin developing support plans, maintenance schedules, and systemdocumentation. Providetechnical support to clients via phone, email, remote access, and on-sitevisits. Conductsite visits after project handover to understand system layout and preparefor future support needs.
Diagnoseand resolve issues related to audio, video, control systems, networking,and system integration. Providetraining to clients and internal teams on system operation andmaintenance. Manageand close support tickets, ensuring proper documentation and clientsign-off. Supportcommissioning activities when required, ensuring systems are stable andready for client use.
Key Performance Indicators Reporting Clearand timely reporting to clients, contractors, and internal teams. Completionof internal support and service reports. Sign-offon support calls, training sessions, and site visits. Timelines Responsetime to support tickets.
On-timeresolution percentage. Timespent per support case. Numberof visits required to close a support issue. Quality Customersatisfaction and loyalty.
Numberof recurring issues or repeat visits. Customercomplaints related to system performance or support. Numberof post-handover snags identified and resolved. Numberof change requests arising from support findings.
Numberof additional material requests due to support interventions. Accuracyand completeness of support documentation. Planning / Task Management / Scheduling Effectivescheduling of support visits and coordination with other departments. Ensuringall required documentation and tools are prepared ahead of visits.
Clearbriefings to technicians and support teams before attending site.
Requirements
Understandingof AV signal flow (audio, video, control, networking). Hands-onexperience with AV hardware such as switchers, DSPs, amplifiers, displays,projectors, and control processors. Basicnetworking knowledge (IP addressing, VLANs, PoE, switches, basictroubleshooting). Familiaritywith common Pro AV platforms (Xilica, Powersoft, Symetrix, Chamsys, GrandMA, Novastar) — not necessarily programming but knowing how to navigate anddiagnose.
Abilityto read and interpret AV drawings (schematics, rack elevations, cableschedules). Basictest and measurement skills (using multi-meters, network testers).
Responsibilities
Provide technical support to clients Conduct site visits after projecthandover Team work, learn from all team members Training and After Sales Support Must Have Willingness to travel to client sites Professional attitude and reliability Willing to relocate to Dubai Nice to have Experience with IT helpdesk or field service roles #J-18808-Ljbffr
