• Deals with more complex issues that L2 support could not resolve.
• Ensures ticket hygiene and operational excellence.
• Ensures everything triaged is captured in ticket before receiving the elevation, hold L1 & 2 to account for troubleshooting.
• Ensures all possible solutions are exhausted before the ticket is moved up to L4.
• Conducts more in-depth troubleshooting and may require knowledge in the following:
• Audio Video Routing-Knowledge of EDID, HDCP, Display and source resolutions, extension of audio and video over HDBT, switchers, matrix
switchers and displays.
• Networking- Basic networking knowledge involves understanding the fundamental concepts and components that enable computers and other
devices to communicate with each other. This includes familiarity with network types (such as LAN, WAN, and WLAN), network topologies (like
star, bus, and mesh), and network protocols (including TCP/IP, HTTP, HTTPS, Telnet, SSH and FTP). It also encompasses knowledge of hardware
devices such as routers, switches, and modems, as well as the principles of IP addressing and subnetting. Basic troubleshooting skills and an
understanding of network security measures, such as firewalls and encryption, are also essential components of basic networking knowledge.
• Dante-Requires understanding and basic knowledge of Dante controller. Dante crosspoint routing.
• Reading schematics- Understanding of signal flow, AV Inputs and outputs, component functionality such as audio DSP’s, Switchers,
Control Processor, displays, etc..
• AV Control Systems- Knowledge of AV control systems. Basic Networking knowledge, IP’s, DHCP, SSH, HTTP, HTTPS, Telnet
• USB- Basic knowledge of USB, USB hubs. USB Extension over Cat6.