AV Technician

The position of Remote Support Specialist involves delivering high-quality video conferencing, audio-visual support for clients. This role requires managing and maintaining various technologies to ensure seamless operations during global meetings, events, and webcasts.

Key Responsibilities include: Administrative Services, Video Call and Webcast Support, Commissioning Services, and Application Support.

• Administrative Services:
• Assist in scheduling, modifying, and cancelling white glove conferences and webcasts.
• Manage the associated service mailbox.
• Create and analyze performance and usage metrics.
• Open, update, and resolve 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.

• Commissioning Services:
• Configure Cisco Video Conferencing Codecs and streaming encoders.
• 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.

• 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.

• Knowledge of webcast and streaming platforms.
• Experience with AV commissioning and room setup.
• Ability to train end-users on AV technologies.