Technical Support Specialist

1 week ago

Dindigul, Tamil Nadu, India beBeeTechnical Full time ₹ 9,00,000 - ₹ 12,00,000

Job Title: Technical Support Specialist

Job Summary:

The Technical Support Specialist will be responsible for delivering remote support services to ensure seamless operations of video conferencing, audio/visual, and webcasting technologies. This role involves managing and maintaining various technologies, providing exceptional support to users, and ensuring the smooth execution of global meetings, events, and webcasts.

Main Responsibilities:

  • Assist in scheduling, modifying, and cancelling conferences and webcasts.
  • Manage service mailboxes and respond to user inquiries.
  • Create and analyze performance metrics to optimize technology usage.
  • Resolve tickets related to AV and webcasting technologies.
  • Monitor support queues for current and upcoming technologies.
  • Evaluate complex issues and escalate to higher-level support teams as needed.
  • Participate in meetings regarding current and future systems.
  • Maintain 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 platforms.
  • Collaborate with engineers to resolve application issues.
  • Evaluate critical issues and escalate 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 and Requirements:

  • Proven experience in AV support, video conferencing, and webcast management.
  • Familiarity with Cisco Video Codecs, VBrick Rev, and related 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.

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