AV Tier 2 Agent

2 months ago

Greater Bengaluru Area, India Diversified Full time

Job Summary:

Exp - 5+ years

Shift: Rotational Shift


The NOC Agent/AV – Tier 2 is the second level of support and is responsible for in depth review of client reported and/or proactively found issues as a technical subject matter expert. The NOC Agent/AV – Tier 2 will respond to client concerns and issues via phone and email, while working to make sure that the issues are resolved within Client Service Level Agreements. They will perform system diagnostics, problem identification and incident resolution in a proactive & reactive call center environment.


Primary Duties and Responsibilities:

· Receive and track technical escalations from Tier 1 agents and determine required next steps for resolution.

· Provide second Tier of support for Clients, Technicians and subcontractors to identify, diagnose, and resolve incidents.

· Provide technical subject matter expertise for high profile clients that require a full understanding of their site(s)

· Provide content submissions for service Knowledge Base based on known issues, troubleshooting tips, etc.

· Complete technician site visit checkout activities via phone

· Provide detailed wrap up report to clients after remote session or technician onsite visit.

· Provide overflow support for Tier 1 agents.

· Ability to be on call periodically for overnight/weekend coverage.

· Proactive monitoring of client Networks across multiple platforms.

· Follow change management process to ensure the Asset Management database is up to date.

· Review programming support requests to verify scope and validity prior to submitting to Tech Ops for support.

· Recommend parts for replacement and scope of work statements for field service technicians.

· Perform thorough root cause analysis where required

· Perform and log system checks for specified client networks on a recurring basis.

· Adhere to all departmental and company-wide guidelines, practices, policies and procedures.

· Log and track issues using incident/problem management database (ConnectWise) with accurate, up to date information.

  • Work with NOC Tier 1 Agents, Service Coordinators, Field Technicians, subcontractors and clients to maintain communication on open service tickets.
  • Maintain tickets; update and follow-up with internal and external clients/personnel within the required contractual SLA timeframe.

· Review open tickets to ensure timely resolution.

  • Provide updates to clients on any changes to their service ticket.
  • Communicate with prospective clients and refer them to Sales as needed.

· Determine when an issue requires escalation to a higher-level support member or management.


Complexity:

Handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to clients.


Decision Making Authority:

Accountable for identifying issues that need to be escalated to Engineering, Management, or another internal party who can resolve.


Physical Working Environment:

Normal office conditions apply. Use of computer, monitors and communication tools. Sitting for long periods of time.


Job Qualifications:

Education/Certifications:

· High School Diploma or GED

· Associates or Bachelor’s Degree (preferred)

· Certifications pertinent to technology area(s) of expertise (preferred), such as-

o IT/Networking- Cisco CCNA/CCNP Route Switch/Security; CompTIA Network+; Microsoft SCCM; Azure

o AV/Control Systems- Crestron DMC-E-4K, DMC-T-4K, DM-NVX; AMX Programmer/101; Biamp Tesira Forte; QSC Q-Sys Level 1, Level 2 ; Dante Level 1, 2, 3; Extron Control Specialist, AV Associate; Shure MXA

o Collaboration – Zoom; WebEx; CCNA/CCNP Collaboration

o Signage/Video Walls - Barco Transform N; OpSpace

· Avixa CTS-D / CTS-I Certification (preferred)


Required Knowledge, Experience and Skills:

·2+ years working in the AV/IT industry

o Experience with Control Systems, Audio, Video, Digital Signage, IT and/or Teleconferencing technologies (ie Cisco, BiAmp, Crestron, Samsung, QSC)

· 2+ years working a customer service-based role.

· Advanced level troubleshooting skills specific to technology area(s) of expertise, such as-

o Audio / DSP

o Projection, Display, and digital signage systems

o Unified Communications

o Network Monitoring software (Auvik/Automate/Meraki/RMS/ECM)

· Understanding of Network protocols and best practices.

· Process oriented.

· Ability to explain troubleshooting steps to non-technical customers.

  • Ability to solve problems and deal with variables in situations where limited standardization exists.
  • Ability to provide an excellent customer experience to clients.

· Open to feedback and direction

· Accountable, reliable and takes ownership.

· Proficient with Microsoft Office Suite.

· Exceptional interpersonal & communication skills.

· Strong attention to detail.

· Ability to quickly switch between tasks and work under pressure with excellent results.

· Ability to work both independently and within a team.

· Excellent organizational skills & ability to maintain accurate records

· Ability to work in stressful situations.

· Ability to meet deadlines.


Desired Knowledge, Experience and Skills:

· Experience with ticketing systems (ConnectWise, Salesforce, Service Now, Remedy, Zendesk, etc)

· Experience with ERP and/or CRM applications.

  • AV Tier 2 Agent

    2 months ago

    Greater Bengaluru Area, India Diversified Full time

    Job Summary: Exp - 5+ yearsShift: Rotational ShiftThe NOC Agent/AV – Tier 2 is the second level of support and is responsible for in depth review of client reported and/or proactively found issues as a technical subject matter expert. The NOC Agent/AV – Tier 2 will respond to client concerns and issues via phone and email, while working to make sure that...

  • AV Tier 2 Agent

    2 months ago

    Bengaluru, India Diversified Full time

    Job Summary:Exp - 5+ yearsShift: Rotational ShiftThe NOC Agent/AV – Tier 2 is the second level of support and is responsible for in depth review of client reported and/or proactively found issues as a technical subject matter expert. The NOC Agent/AV – Tier 2 will respond to client concerns and issues via phone and email, while working to make sure that...

  • AV Tier 2 Agent

    2 months ago

    Bangalore Metropolitan Area, India Diversified Full time

    Job Summary: Exp - 5+ yearsShift: Rotational ShiftThe NOC Agent/AV – Tier 2 is the second level of support and is responsible for in depth review of client reported and/or proactively found issues as a technical subject matter expert. The NOC Agent/AV – Tier 2 will respond to client concerns and issues via phone and email, while working to make sure that...

  • AV Tier 2 Agent

    2 months ago

    Bengaluru, India Diversified Full time

    Job Summary:Exp - 5+ yearsShift: Rotational ShiftThe NOC Agent/AV – Tier 2 is the second level of support and is responsible for in depth review of client reported and/or proactively found issues as a technical subject matter expert. The NOC Agent/AV – Tier 2 will respond to client concerns and issues via phone and email, while working to make sure that...

  • Audio Visual

    4 months ago

    Bengaluru, Karnataka, India EOS Full time

    **WHO WE ARE**: EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world's largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities,...

  • NOC Tier I Agent

    4 months ago

    Bengaluru, India Diversified Full time

    Job Summary:The NOC Agent - Tier 1 is responsible for handling all client interactions through our ticketingsystem, making sure to document every step of the process from start to finish. This includesperforming initial triage and troubleshooting of the issue, and deciding whether the issue needs tobe assigned to the Tier II team or if a technician needs to...

  • NOC Tier I Agent

    4 months ago

    Bengaluru, India Diversified Full time

    Job Summary:The NOC Agent - Tier 1 is responsible for handling all client interactions through our ticketingsystem, making sure to document every step of the process from start to finish. This includesperforming initial triage and troubleshooting of the issue, and deciding whether the issue needs tobe assigned to the Tier II team or if a technician needs to...

  • Service Desk Agent

    5 days ago

    Bengaluru, India Diversified Full time

    Job Summary:The NOC Agent - Tier 1 is responsible for handling all client interactions through our ticketingsystem, making sure to document every step of the process from start to finish. This includesperforming initial triage and troubleshooting of the issue, and deciding whether the issue needs tobe assigned to the Tier II team or if a technician needs to...

  • Service Desk Agent

    5 days ago

    Bengaluru, India Diversified Full time

    Job Summary:The NOC Agent - Tier 1 is responsible for handling all client interactions through our ticketingsystem, making sure to document every step of the process from start to finish. This includesperforming initial triage and troubleshooting of the issue, and deciding whether the issue needs tobe assigned to the Tier II team or if a technician needs to...

  • Service Desk Agent

    4 days ago

    Bengaluru, India Diversified Full time

    Job Summary:The NOC Agent - Tier 1 is responsible for handling all client interactions through our ticketingsystem, making sure to document every step of the process from start to finish. This includesperforming initial triage and troubleshooting of the issue, and deciding whether the issue needs tobe assigned to the Tier II team or if a technician needs to...

  • AV Specialist

    3 days ago

    Bengaluru, Karnataka, India ALMOE Digital Solutions Pvt Ltd Full time

    Job Title: AV SpecialistA dynamic and innovative AV Specialist is required to join our team at ALMOE Digital Solutions Pvt Ltd. The ideal candidate should have a strong background in installing and servicing audio visual equipment, including interactive panel boards, projectors, LED TVs, cameras, and AV-based equipment.Key Responsibilities:Installation and...

  • Av Technician

    5 months ago

    Bengaluru, Karnataka, India Power Bridge Systems Full time

    **About us**: Power Bridge is a customer centric AV & IT Infrastructure Solution & Services Provider, pivoting to bridge the Gap between innovative IT products, solutions and Customer needs. With Offices in Bangalore (HQ) and Hyderabad, we boast the capabilities and operational excellence to execute projects for our customers across India. Our Passionate...

  • Av Technician

    5 months ago

    Bengaluru, Karnataka, India Power Bridge Systems Full time

    **About us**: Power Bridge is a customer centric IT Infrastructure Solution Provider, pivoting to bridge the Gap between innovative IT products, solutions and Customer needs. With Offices in Bangalore (HQ) and Hyderabad, we boast the capabilities and operational excellence to execute projects for our customers across India. Our Passionate teams across...

  • AV CAD Draughtsman

    2 weeks ago

    Bengaluru, Karnataka, India Qubix Full time

    Job Title: AV CAD DraughtsmanWe are seeking a skilled AV CAD Draughtsman to join our team at Qubix. As a key member of our design team, you will be responsible for creating accurate and detailed CAD drawings and schematics for AV projects.Key Responsibilities:Develop 2D and 3D CAD drawings for AV systems, including schematics, wiring diagrams, layouts, and...

  • AV CAD Designer

    2 days ago

    Bengaluru, Karnataka, India Qubix Full time

    Job Title: AV CAD DesignerJob Summary:As a skilled AV CAD Designer, you will play a crucial role in creating accurate and detailed CAD drawings and schematics for AV projects. Your primary responsibility will be to work closely with engineers and designers to develop clear and functional designs that meet project requirements. Your technical expertise will...

  • Av Technician

    5 months ago

    Bengaluru, India Teamployer Talent Solution Full time

    **JOB DESCRIPTION - AV TECHNICIAN** **POSITION DETAILS** **Designation**:AV Technician **Industry**:Audio Video **Functional Area**:On Site & Off Site, Project Installations **Salary**:As per Industry Standards **Exp**:0 - 2yrs **Location**:Bangalore/Chennai/Mumbai **RESUIRED SKILLS AND QUALIFICATION** **Qualification**:Diploma/BE in Electricals and...

  • AV CAD Draughtsman

    2 weeks ago

    Bengaluru, Karnataka, India Qubix Full time

    Job Title:AV CAD DraughtsmanJob Summary:As a skilled CAD Draughtsman, you will be responsible for creating accurate and detailed technical drawings and schematics for AV projects. You will collaborate with engineers and designers to develop clear and functional designs that meet project requirements. Your role is crucial in ensuring that all technical...

  • AV CAD Draughtsman

    6 days ago

    Bengaluru, Karnataka, India Qubix Full time

    Job Summary:As a CAD Draughtsman, you will be responsible for producing accurate and detailed CAD drawings and schematics for AV projects. You will collaborate with engineers and designers to create clear and functional designs that meet project requirements. Your role is essential in ensuring that all technical drawings are aligned with client...

  • AV CAD Draughtsman

    1 week ago

    Bengaluru, Karnataka, India Qubix Full time

    Job Summary:As a CAD Draughtsman, you will be responsible for producing accurate and detailed CAD drawings and schematics for AV projects. You will collaborate with engineers and designers to create clear and functional designs that meet project requirements. Your role is essential in ensuring that all technical drawings are aligned with client...

  • AV CAD Draughtsman

    1 week ago

    Bengaluru, Karnataka, India Qubix Full time

    Job DescriptionJob Summary:As a CAD Draughtsman, you will be responsible for creating accurate and detailed CAD drawings and schematics for AV projects. You will collaborate with engineers and designers to develop clear and functional designs that meet project requirements. Your role is crucial in ensuring that all technical drawings align with client...