Respond promptly to incidents and service requests within the established IT Service
Management framework, keeping requesters informed and escalating complex issues to
engineering as needed.
Find the root cause of recurring issues and follow through on permanent fixes.
Perform routine maintenance and updates to keep AV systems reliable.
Train end users on how to operate conferencing equipment and room controls.
Document troubleshooting steps and resolutions to build the knowledge base.
Work with the support team and AV installation staff to commission completed systems and
hand them off to operations.
Work with manufacturers and vendors on technical support and return authorizations, and assist
with AV inventory and equipment replacements.
Required Skills and Experience
5+ years of experience providing technical support for AV,
corporate video, or related IT systems, preferably on-site.
Associate’s degree in electronics, information technology, or a related technical field, or an
equivalent combination of education and AV experience.
Strong knowledge of AV equipment and troubleshooting practices.
Experience with AV device management tools such as Zoom Device Management, Neat Pulse,
Poly Lens, and Logi Sync.
Knowledge of audio digital signal processors (DSPs); QSC-level proficiency highly desired.
General networking competence (TCP/IP and VLANs).
Understanding of AV control system programming.
Ability to read and create AV technical drawings, with proficiency in Bluebeam.
Analytical problem-solving and the ability to work independently to meet SLAs in a fast-paced
environment.
Strong written and verbal communication skills, including with Director-level colleagues and
above, and a customer-service focus.
Working Conditions
Onsite in Sunnyvale, consistently reporting by 7:00 a.m.
Travel up to 10%.
Occasionally lift 30+ lbs.
Move throughout multiple buildings and floors.
Preferred Skills and Experience
Use of hand tools and terminating different cable types, such as Cat 6.
Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.
Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.
Mandatory Notices
U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.
Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).
For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
Preference will be given to qualified candidates who do not reside, or plan to reside, in Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, or Tennessee.
This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidate’s experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate’s qualifications, consistent with applicable law.
Accommodation & Accessibility Notice
Intuitive is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require assistance or an accommodation during any part of the application or interview process, please contact People Services at HRHelpNow@intusurg.com.
We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target compensation ranges are listed.
