IT Support Engineer

IT Support Engineer

Nvidia

Munich, Germany

What You'll Be Doing

This role is responsible for delivering both enterprise site support and video conferencing operations. The work spans hands-on technical support, collaboration technology ownership, and continuous operational improvement, partnering with global engineering teams to enhance service reliability, automate repetitive work, and deliver an exceptional employee experience.

• Serve as the primary on-site IT point of contact for Site Reliability Operations (SRO), providing break/fix support, new hire onboarding, hardware provisioning, and desk-side support.
• Resolve hardware, software, access, and peripheral incidents and service requests while meeting established service level objectives and operational response targets.
• Triage, investigate, and resolve complex technical issues, partnering with Site Reliability Engineering (SRE) teams to perform root cause analysis and address operational challenges impacting service efficiency.
• Identify recurring incident trends and implement automation, self-service capabilities, and process improvements that reduce support volume and improve the employee experience.
• Maintain operational readiness of local IT infrastructure, including network equipment rooms (NER/IDF), IT vending machines (ITVM), local lab environments, and other site technology assets.
• Support office build-outs, site expansions, lifecycle management (LCM) initiatives, and participate in after-hours and weekend support for critical incidents as required.
• Lead the operational health of enterprise video conferencing and audiovisual (AV) systems across assigned sites, including Cisco and Poly collaboration endpoints.
• Install, configure, maintain, and troubleshoot collaboration hardware including codecs, touch panels, cameras, microphones, speakers, amplifiers, digital signal processors (DSPs), displays, and AV control processors.
• Ensure conference rooms meet NVIDIA collaboration standards by validating audio and video quality, verifying cabling and signal integrity, and proactively maintaining room readiness.
• Provide real-time AV and video conferencing support for executive meetings, live events, all-hands meetings, and other high-visibility presentations.
• Partner with Unified Communications Engineering (UCE) on firmware upgrades, platform migrations, and new room deployments.
• Maintain accurate collaboration asset inventory and lifecycle information in Nautobot, including device status, serial numbers, firmware versions, and lifecycle data.
• Troubleshoot interoperability across Microsoft Teams, Zoom, Webex, Pexip CVI, SIP, and H.323 platforms to deliver seamless cross-platform meeting experiences.

What We Need to See

We're looking for a customer-focused IT professional with experience across enterprise endpoint support and collaboration technologies. The ideal candidate is comfortable working independently at a site while partnering with globally distributed engineering teams to solve complex technical challenges and continuously improve operational excellence.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.
• 3–5 years of experience in IT operations, site support, enterprise endpoint support, audiovisual technologies, or a related technical support role.
• Hands-on experience supporting enterprise video conferencing platforms, including Microsoft Teams Rooms, Zoom Rooms, and/or Cisco Webex Room systems.
• Familiarity with AV signal flow, including HDMI, USB, network-based audio/video, DSP configuration, and display technologies.
• Strong troubleshooting and engineering skills across Windows, macOS, and Linux environments.
• Experience working with enterprise IT service management (ITSM) platforms, preferably ServiceNow.
• Ability to work independently while collaborating effectively with globally distributed teams.
• Excellent communication and interpersonal skills, including experience supporting executives, managing vendor relationships, and documenting technical procedures.

Ways to Stand Out from the Crowd

• Experience with enterprise AV monitoring and management platforms such as Vyopta, Crestron XiO Cloud, or Q-SYS.
• Understanding of networking fundamentals, including VLANs, Power over Ethernet (PoE), and Quality of Service (QoS) for real-time media.
• CTS (Certified Technology Specialist) or other relevant AV or collaboration certifications.
• Experience using Python, PowerShell, or Bash to automate operational workflows and improve operational efficiency.
• Experience supporting large-scale live events or broadcast-quality AV environments.
• Experience working within Site Reliability Engineering (SRE) or Site Reliability Operations (SRO) organizations with exposure to shift-left methodologies, self-service, and automation practices.