Technical Support Specialist

14 hours ago

Mangalore, Karnataka, India beBeeTechnical Full time ₹ 80,00,000 - ₹ 1,20,00,000

Job Title: Technical Support Specialist

Key Responsibilities:
  • 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.
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.

Technical Support Engineer will be responsible for delivering high-quality technical support services for clients. To excel in this role, you must possess strong technical skills, excellent communication skills, and ability to work effectively in a team.

This is an exciting opportunity to join our dynamic team and contribute to providing exceptional technical support services to clients.

Benefits include competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

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