Av Tier 2- Pulse- Bengaluru, India

**About Diversified**:
Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world’s most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.
**What to Expect**:
At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.
As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.
IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.
**Job Summary**:
**Primary Duties and Responsibilities**:

- Receive and track technical escalations from Tier 1 agents and determine required next steps for resolution.
- Provide second Tier of support for Clients, Technicians and subcontractors to identify, diagnose, and resolve incidents.
- Provide content submissions for service Knowledge Base based on known issues, troubleshooting tips, etc.
- Complete technician site visit checkout activities via phone
- Provide detailed wrap up report to clients after remote session or technician onsite visit.
- Provide overflow support for Tier 1 agents.
- Ability to be on call periodically for overnight/weekend coverage.
- Proactive monitoring of client Networks across multiple platforms.
- Follow change management process to ensure the Asset Management database is up to date.
- Review programming support requests to verify scope and validity prior to submitting to Tech Ops for support.
- Recommend parts for replacement and scope of work statements for field service technicians.
- Perform thorough root cause analysis where required
- Perform and log system checks for specified client networks on a recurring basis.
- Adhere to all departmental and company-wide guidelines, practices, policies and procedures.
- Log and track issues using incident/problem management database (ConnectWise) with accurate, up to date information.
- Work with NOC Tier 1 Agents, Service Coordinators, Field Technicians, subcontractors and clients to maintain communication on open service tickets.
- Maintain tickets; update and follow-up with internal and external clients/personnel within the required contractual SLA timeframe.
- Review open tickets to ensure timely resolution.
- Provide updates to clients on any changes to their service ticket.
- Communicate with prospective clients and refer them to Sales as needed.
- Determine when an issue requires escalation to a higher-level support member or management.

**Complexity**:
Handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to clients.
**Decision Making Authority**:
Accountable for identifying issues that need to be escalated to Engineering, Management, or another internal party who can resolve.
**Physical Working Environment**:
Normal office conditions apply. Use of computer, monitors and communication tools. Sitting for long periods of time.
**Job Qualifications**:
**Education/Certifications**:

- High School Diploma or GED
- Associate or bachelor’s Degree (preferred)
- Certifications pertinent to technology area(s) of expertise (preferred), such as
- IT/Networking
- Cisco CCNA/CCNP Route Switch/Security; CompTIA Network+;
Microsoft SCCM; Azure
- AV/Control Systems
- Crestron DMC-E-4K, DMC-T-4K, DM-NVX; AMX Programmer/101; Biamp Tesira Forte; QSC Q-Sys Level 1, Level 2 ; Dante Level 1, 2, 3; Extron Control Specialist, AV Associate; Shure MXA
- Collaboration - Zoom; WebEx; CCNA/CCNP Collaboration
- Signage/Video Walls - Barco Transform N; OpSpace
- Avixa CTS-D / CTS-I Certification (preferred)

**Required Knowledge, Experience and Skills**:

- 3+ years working in the AV/IT industry
- Experience with Control Systems, Audio, Video, Digital Signage, IT and/or Teleconferencing technologies (ie Cisco, BiAmp, Crestron, Samsung, QSC)
- 5+ years working a customer service-based role.
- Advanced level troubleshooting skills specific to technology area(s) of expertise, such as
- Audio / DSP
- Projection, Display, and digital signage systems
- Unified Communications
- Network Monitoring software (Auvik/Automate/Meraki/RMS/ECM)
- Understanding of Network