Remote Technical Support Specialist

We are seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for delivering exceptional remote support services to our clients.

About the Role:

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• This role involves managing and maintaining video conferencing, audio/visual, and webcasting technologies to ensure seamless operations for global meetings, events, and webcasts.">
• You will provide technical support to users and executives, resolving complex issues in a timely manner.">
• Your primary responsibility will be to maintain and troubleshoot video endpoints, ensuring they are online and operational.">

Key Responsibilities:

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2. Schedule, modify, and cancel white glove conferences and webcasts.">
3. Manage the associated service mailbox.">
4. Analyze performance and usage metrics.">
5. Resolve service tickets related to AV and webcasting technologies.">
6. Monitor and update support queues for current and upcoming AV technologies and webcast incidents.">
7. Escalate complex issues to third-level support or manufacturer/vendor support teams.">
8. Participate in meetings regarding current and future AV and webcasting systems.">
9. Maintain and update training and troubleshooting documentation.">
10. Prepare and support webcast events, including creating event webpages and conducting dry runs.">
11. Monitor live webcast events and troubleshoot issues as needed.">
12. Report viewer metrics during and after events.">
13. Trim, encode, and distribute recorded on-demand copies of webcast sessions.">
14. Coordinate technology scheduling to ensure successful meetings.">
15. Create and manage streaming VOD directories for Ford users.">
16. Manage user groups and multimedia storage on Ford's network.">
17. Troubleshoot issues related to uploaded VOD content.">
18. Assist users with training on new and existing video technologies.">
19. Provide streaming metrics and analytics for hosted videos.">
20. Configure Cisco Video Conferencing Codecs and streaming encoders (e.g., VBrick Rev).">
21. Test endpoints and network devices.">
22. Review, verify, and backup configuration files to facilitate disaster recovery.">
23. Support the commissioning and decommissioning of conference rooms and AV devices.">
24. Conduct room testing, certification, and troubleshooting.">
25. Provide Level 1 and Level 2 support for applications including MS Teams, Miro, Vbrick, and other agreed-upon platforms.">
26. Collaborate with Product Engineers to resolve application issues.">
27. Escalate critical issues to Level 3 engineering.">
28. Assist users with application usage and remote training.">
29. Manage support tickets within Ford's ticketing system.">
30. Administer access requests and maintain support documentation.">
31. Proven experience in AV support, video conferencing, and webcast management.">
32. Familiarity with Cisco Video Codecs, VBrick Rev, and related AV/IT infrastructure.">
33. Strong troubleshooting and customer service skills.">
34. Ability to manage multiple priorities in a fast-paced environment.">
35. Excellent communication skills, both written and verbal.">
36. Experience with ticketing systems and documentation management.">
37. Knowledge of webcast and streaming platforms.">
38. Experience with AV commissioning and room setup.">
39. Ability to train end-users on AV technologies.">

Requirements:

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• Bachelor's degree in Computer Science, Engineering, or related field.">
• Relevant work experience in AV support, video conferencing, and webcast management.">
• Familiarity with industry-standard software and hardware.">
• Excellent problem-solving skills and attention to detail.">
• Ability to work in a fast-paced environment and adapt to changing priorities.">
• Excellent communication and interpersonal skills.">
• Ability to work independently and collaboratively as part of a team.">

What We Offer:

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• A competitive salary and benefits package.">
• Opportunities for professional growth and development.">
• A dynamic and supportive work environment.">
• The chance to work on exciting projects and make a real impact.">
• A collaborative and inclusive team culture.">
• Flexible working hours and remote work options.">
• Ongoing training and development opportunities.">

How to Apply:

If you're a motivated and experienced Technical Support Engineer looking for a new challenge, please submit your application, including your resume and cover letter.

We can't wait to hear from you

Contact Information: