Remote Conference Room and Audio-Visual Support Specialist

4 days ago

Kota, Rajasthan, India beBeeTelecommunications Full time ₹ 8,00,000 - ₹ 10,00,000
Job Title: Technical Support Engineer">

As a skilled and experienced Technical Support Engineer, you will play a crucial role in delivering high-quality remote conference room and audio-visual support to our clients.

">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.">
    ">

Required Qualifications and Skills:

">
  • ">
  • 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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