Technical Support Engineer (Remote) AVI-SPL

About AVI-SPL

Job Description

The Technical Support Engineer will be responsible for delivering remote conference room and audiovisual support for clients. You will manage and maintain video conferencing, audio/visual, and webcasting technologies to ensure seamless operations for global meetings, events, and webcasts. Your role involves providing exceptional support to users and executives. Key Responsibilities: Administrative Services: - Assist in scheduling, modifying, and canceling 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. 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 the 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.,