AV Specialist

Job Title: Technical Support Engineer

Job Description:

• ">

The role of the Technical Support Engineer involves delivering high-quality remote support for video conferencing, audio-visual, and webcasting technologies to ensure seamless operations for global meetings, events, and webcasts. This includes managing and maintaining video conferencing, audio/visual, and webcasting technologies.

Key Responsibilities Include:

• ">

Schedule, modify, and cancel white glove conferences and webcasts, manage service Outlook mailboxes, create and analyze performance metrics, open, update, and resolve tickets related to AV and webcast 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 documentation.

Video Call and Webcast Support Includes:

• ">

Ensure video endpoints are online and operational, manage incident response during active calls and webcasts, prepare and support webcast events.

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 users, manage user groups and multimedia storage on the 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 Include:

• ">

Configure Cisco Video Conferencing Codecs and streaming encoders, test endpoints and network devices, review, verify, and backup configuration files.

Support 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 the 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.