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Remote Audio Visual Specialist

3 weeks ago

Madurai, Tamil Nadu, India beBeeTechnical Full time ₹ 60,00,000 - ₹ 1,20,00,000

Job Opportunity: Technical Support Engineer

The ideal candidate will be responsible for delivering remote conference room and audio-visual support services. This role involves managing and maintaining video conferencing, audio/visual, and webcasting technologies to ensure seamless operations for global meetings, events, and webcasts.

Main Responsibilities:

  • Schedule, modify, and cancel white glove conferences and webcasts as required.
  • Manage the associated service Outlook mailbox to facilitate communication.
  • Analyze performance and usage metrics to optimize system efficiency.
  • Resolve service tickets related to AV and webcasting technologies in a timely manner.
  • Monitor and update support queues for current and upcoming AV technologies and webcast incidents.
  • Evaluate complex issues and escalate them to third-level support or manufacturer/vendor support teams when necessary.
  • Participate in meetings regarding current and future AV and webcasting systems to ensure alignment with business objectives.
  • Maintain and update training and troubleshooting documentation to support knowledge sharing.

Video Call and Webcast Support:

  • Ensure video endpoints are online and operational prior to events.
  • Develop incident response plans during active calls and webcasts.
  • Prepare and support webcast events by creating event webpages and conducting dry runs.
  • Monitor live webcast events and troubleshoot issues as needed to minimize downtime.
  • Report viewer metrics during and after events to measure engagement.
  • Process and distribute recorded on-demand copies of webcast sessions.
  • Coordinate technology scheduling to guarantee successful meetings and events.
  • Webcast Video on Demand Services:
  • Create and manage streaming VOD directories for users to access content easily.
  • Manage user groups and multimedia storage on the network to ensure data integrity.
  • Troubleshoot issues related to uploaded VOD content to resolve technical challenges quickly.
  • Provide training to users on new and existing video technologies to enhance their skills.
  • Offer streaming metrics and analytics for hosted videos to inform decision-making.

Commissioning Services:

  • Configure Cisco Video Conferencing Codecs and streaming encoders (e.g., VBrick Rev) to meet requirements.
  • Test endpoints and network devices to verify functionality.
  • Review, verify, and backup configuration files to ensure disaster recovery preparedness.
  • Support the commissioning and decommissioning of conference rooms and AV devices to maintain inventory.
  • Conduct room testing, certification, and troubleshooting to validate quality standards.

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 and improve overall system performance.
  • Evaluate critical issues and escalate them to Level 3 engineering for expert resolution.
  • Offer remote training to users on application usage and best practices.
  • Manage support tickets within the ticketing system to track progress.
  • Administer access requests and maintain support documentation to facilitate knowledge sharing.

Required Skills and Qualifications:

  • Demonstrated experience in AV support, video conferencing, and webcast management.
  • Familiarity with Cisco Video Codecs, VBrick Rev, and related AV/IT infrastructure.
  • Strong analytical and problem-solving skills to troubleshoot complex issues.
  • Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
  • Excellent communication and interpersonal skills to effectively collaborate with stakeholders.
  • Experience with ticketing systems and documentation management to streamline processes.

Benefits:

This position offers opportunities for professional growth and development in a dynamic environment. We strive to foster a culture of innovation and collaboration, providing employees with the tools and resources they need to excel in their roles.

Other Opportunities:

We are committed to investing in our employees' success and well-being. Our comprehensive benefits package includes [insert details] to support your physical and mental health, financial security, and work-life balance.

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