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Engineer - Support (Audio Visual)

4 months ago

Pune, India Rahi Full time
Job Title: Engineer – Support (Audio Visual)Job Type: Permanent – WFOJob Location: PuneShift Time: Rotational Shift

Why Rahi?

Rahi Systems, a part of WESCO Distribution Inc, a $20 billion, Fortune 200 company with 19000+ employees that operates in 50+ countries globally. Rahi was acquired by WESCO in November of 2022. Rahi covers the complete life cycle of technology solutions and works across various IT disciplines to advance global digital business and manage and simplify technology. Rahi combines its global reach and in-depth analysis services to understand clients' business goals, IT requirements and operations. Rahi has consistently won.

Comparably ’s Awards for Best Company Culture, Best Outlook and TOP 50 CEOs and management. Ourculture is inclusive, open, and unabashedly performance driven. Rahi is a Global IT Solutions Provider in the following core technology categories: Data Centre Infrastructure, Cloud Services, Enterprise IT Infrastructure, AV/VC Unified Communications, and Professional, and Managed Serviceswith global fulfilment capabilities in 40+ countries on six continents.

Key Responsibilities:The Engineer is responsible for supporting customers with AV related questions, troubleshooting and escalationsDelivers an exceptional customer providing infrastructure support.Understanding of audio-visual signal flow, line drawings, AV configurations and schematics.Be able to maintain composure and professionalism while working with various customers on a wide variety of platforms. (Phone, email, IM, ticketing systems, etc.)Handles escalated cases, including troubleshooting of complex problems.Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes to ensure positive customer experience.Serves as a technical resource to other functional groups and individuals to improve service quality and user experience.Any AV-related engagement should be handled swiftly and efficiently, while adhering strictly to our customers' Service Level Agreements (SLA’s).Each incident will be properly recorded in our ticketing systems for both management and customer visibility. Standard Operating Procedures (SOP’s) should be meticulously followed when available.AV Tech’s shall have strong attention to detail when documenting customer engagements. This includes detailed note taking abilities, thorough and concise triage notes, and complete resolution steps or escalation paths. This role requires detail-oriented individuals who can execute tasks in high pressure, time-sensitive scenarios.

Qualifications & Experience:

Graduates / Postgraduates.hould have minimum 3 years relevant experience.

Work Experience –

3-5 years

Requirements

Knowledge of Crestron, Logitech, AV remote Monitoring tools, HDMI, EDID, RS-232, IR.Troubleshooting experiences for Poly, Logitech,Zoom Room Technologies (Zoom OS) +, Teams Room Technologies (MS Teams), Google Meet Technologies (Chromebox, Chrome OS),Neat.

Licenses/Certificates/DesignationsIT industry networking certifications such as Logitech/Crestron/Poly, Teams/Zoom.