Finance & Banking
Full-Time
AVISPL
Overview
Long Description:
The Technical Support Engineer will be responsible for delivering remote conference room and audiovisual support for our client. This role involves managing and maintaining video conferencing, audio/visual, and webcasting technologies, ensuring seamless operations for global meetings, events, and webcasts, and providing exceptional support to users and executives.
Key Responsibilities
Administrative Services:
Commissioning Services:
Qualifications:
Job Summary:
The Technical Support Engineer will be responsible for delivering remote conference room and audiovisual support for our client. This role involves managing and maintaining video conferencing, audio/visual, and webcasting technologies, ensuring seamless operations for global meetings, events, and webcasts, and 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 Ford users.
- Manage user groups and multimedia storage on Ford’s 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 (e.g., VBrick Rev).
- 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 Ford’s 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.
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