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AV Support Specialist

3 weeks ago

Nashik, Maharashtra, India beBeeTechnical Full time ₹ 10,00,000 - ₹ 20,00,000

Job Overview:

The Technical Support Engineer role is a pivotal position within our organization, responsible for ensuring seamless operations of remote conference rooms and audio-visual support. This encompasses the management and maintenance of video conferencing, audio/visual, and webcasting technologies to guarantee successful global meetings, events, and webcasts.

Key Responsibilities

  • Administrative Services:
    • Arrange, modify, and cancel white glove conferences and webcasts.
    • Manage associated service mailboxes in Outlook.
    • Generate and analyze performance metrics and usage statistics.
    • Respond to AV and webcasting-related service tickets.
    • Monitor and update support queues for current and upcoming AV technologies and webcast incidents.
    • Elevate complex issues to third-level support or manufacturer/vendor teams.
    • Participate in meetings regarding current and future AV and webcasting systems.
    • Maintain and update documentation on training and troubleshooting.
  • Video Call and Webcast Support:
    • Verify that video endpoints are operational and online.
    • Address incident responses during active calls and webcasts.
    • Prepare and support webcast events by creating event webpages and conducting dry runs.
    • Monitor live webcast events and troubleshoot as necessary.
    • Report viewer metrics during and after events.
    • Distribute recorded on-demand copies of webcast sessions after encoding and trimming.
    • Coordinate technology scheduling to ensure successful meetings.
    • Manage streaming VOD directories for users.
    • Troubleshoot uploaded VOD content issues.
    • Provide user training on new and existing video technologies.
    • Offer streaming metrics and analytics for hosted videos.
  • Commissioning Services:
    • Configure Cisco Video Conferencing Codecs and streaming encoders.
    • Test endpoints and network devices.
    • Review, verify, and backup configuration files for 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 like MS Teams, Miro, Vbrick, and other 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 our 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.