AV Support Professional

2 days ago

Chennai, Tamil Nadu, India beBeeTechnical Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Title: Technical Support Specialist

 

The position of Technical Support Specialist is responsible for ensuring seamless operations for global meetings, events, and webcasts. This includes managing and maintaining video conferencing, audio/visual, and webcasting technologies.

 

Key Responsibilities:

  • Manage white glove conferences and webcasts scheduling, modifications, and cancellations.
  • Operate the associated service Outlook mailbox.
  • Analyze and create performance and usage metrics.
  • 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 teams.
  • Attend meetings regarding current and future AV and webcasting systems.
  • Update training and troubleshooting documentation.

 

Video Call and Webcast Support:

  • Ensure video endpoints are operational.
  • Manage incident response during active calls and webcasts.
  • Prepare webcast events, including creating event webpages and conducting dry runs.
  • Monitor live webcast events and troubleshoot issues.
  • Report viewer metrics during and after events.
  • Trim, encode, and distribute recorded on-demand copies of webcast sessions.
  • Coordinate technology scheduling for successful meetings.
  • Webcast Video on Demand Services:
  • Manage streaming VOD directories for users.
  • Manage user groups and multimedia storage on the network.
  • Troubleshoot uploaded VOD content issues.
  • Train users on new and existing video technologies.
  • Provide streaming metrics and analytics for hosted videos.

 

Commissioning Services:

  • Configure Cisco Video Conferencing Codecs and streaming encoders.
  • Test endpoints and network devices.
  • Review and backup configuration files for disaster recovery.
  • Support conference room and AV device commissioning and decommissioning.
  • Conduct room testing, certification, and troubleshooting.

 

Application Support:

  • Provide Level 1 and Level 2 support for applications including MS Teams, Miro, and Vbrick.
  • Collaborate with Product Engineers to resolve application issues.
  • Escalate critical issues to Level 3 engineering.
  • Train users on application usage and provide 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 problem-solving and customer service skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Excellent communication skills.
  • 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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