Technical Support Engineer

3 days ago

Thiruvananthapuram, Kerala, India AVI-SPL Full time

Job Summary:

The Technical Support Engineer will be responsible for delivering remote conference room and audio-visual support for our client. This role involves managing and maintaining video conferencing, audio/visual, and webcasting technologies, ensuring seamless operations for global meetings, events, and webcasts, and providing exceptional support to users and executives.

Key Responsibilities

Administrative Services:

  • Assist in scheduling, modifying, and cancelling white glove conferences and webcasts.
  • Manage the associated service Outlook mailbox.
  • Create and analyze performance and usage metrics.
  • Open, update, and resolve service tickets related to AV and webcasting technologies.
  • Monitor and update support queues for current and upcoming AV technologies and webcast incidents.
  • Escalate complex issues to third-level support or manufacturer/vendor support teams.
  • Participate in meetings regarding current and future AV and webcasting systems.
  • Maintain and update training and troubleshooting documentation.

Video Call and Webcast Support:

  • Ensure video endpoints are online and operational.
  • Manage incident response during active calls and webcasts.
  • Prepare and support webcast events, including creating event webpages and conducting dry runs.
  • Monitor live webcast events and troubleshoot issues as needed.
  • Report viewer metrics during and after events.
  • Trim, encode, and distribute recorded on-demand copies of webcast sessions.
  • Coordinate technology scheduling to ensure successful meetings.
  • Webcast Video on Demand Services:
  • Create and manage streaming VOD directories for Ford users.
  • Manage user groups and multimedia storage on Ford's network.
  • Troubleshoot issues related to uploaded VOD content.
  • Assist users with training on new and existing video technologies.
  • Provide streaming metrics and analytics for hosted videos.

Commissioning Services:

  • Configure Cisco Video Conferencing Codecs and streaming encoders (e.g., VBrick Rev).
  • Test endpoints and network devices.
  • Review, verify, and backup configuration files to facilitate disaster recovery.
  • Support the commissioning and decommissioning of conference rooms and AV devices.
  • Conduct room testing, certification, and troubleshooting.

Application Support:

  • Provide Level 1 and Level 2 support for applications including MS Teams, Miro, Vbrick, and other agreed-upon platforms.
  • Collaborate with Product Engineers to resolve application issues.
  • Escalate critical issues to Level 3 engineering.
  • Assist users with application usage and remote training.
  • Manage support tickets within Ford's ticketing system.
  • Administer access requests and maintain support documentation.

Qualifications:

  • Proven experience in AV support, video conferencing, and webcast management.
  • Familiarity with Cisco Video Codecs, VBrick Rev, and related AV/IT infrastructure.
  • Strong troubleshooting and customer service skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Excellent communication skills, both written and verbal.
  • Experience with ticketing systems and documentation management.

Preferred Skills:

  • Knowledge of webcast and streaming platforms.
  • Experience with AV commissioning and room setup.
  • Ability to train end-users on AV technologies.

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