Tech Pro

Technical support engineers play a pivotal role in ensuring seamless operations for global meetings, events, and webcasts. They manage and maintain video conferencing, audio/visual, and webcasting technologies to provide exceptional support to users and executives.

The job entails delivering remote conference room and audio-visual support while managing associated service mailboxes, creating performance metrics, and opening and resolving tickets related to AV and webcasting technologies.

• Administrative Services:

• Assist in scheduling, modifying, and cancelling white glove conferences and webcasts.

• Manage the associated service Outlook mailbox.

• Create and analyze performance and usage metrics.

• Open, update, and 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 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.

Webcast Video on Demand Services:

Create and manage streaming VOD directories for users.

Manage user groups and multimedia storage on the network.

Troubleshoot issues related to uploaded VOD content.

Assist users with training on new and existing video technologies.

Provide streaming metrics and analytics for hosted videos.

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.