Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Video Conferencing Infrastructure
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: Expertise in deployment, configuration, maintenance, monitoring, troubleshooting, standards and best practices of the following collaboration tools: Appspace, Cisco Room OS and Control Hub, Creston XIO, Exchange, Microsoft Teams Room and Admin Center, Pexip, Vyopta. Knowledge or understanding of managing, configuration and problem solving of the following: Crestron programming, Dante audio, Sennheiser audio, ServiceNow. Maintain and optimize backend software solutions for AV and video conferencing platforms, ensuring high availability and performance across thousands of endpoints. Perform preventive maintenance checks and services remotely on AV/UC systems, including troubleshooting, fault isolation, and routine hardware upkeep. Provide remote setup and operational support for virtual and in-person events, including pre-event checks, content management, and live troubleshooting. Knowledge of the video conferencing or collaborations devices (Microsoft Teams and Cisco VC) Knowledge on Deployment of new products, decommission and change requests via ServiceNow and internal ticketing system Monitor infrastructure and endpoint, Perform second/third level troubleshooting Perform in progress operational troubleshooting activities for collaboration room systems and infrastructure components. Coordinate vendors for RMA and engage with vendor on high level Troubleshooting along with users or client Capturing and analyzing the logs and engage the relevant teams in troubleshooting. Monitoring collaboration devices through remote login and conference control center. Carry out troubleshooting and health checks for Microsoft collaboration technologies Performing Firmware upgrades with the latest version as recommended or verified by architecture teams Assist with testing functionality of newly deployed, new code releases, and post-upgraded devices. Coordinate and work collaboratively with other support tiers to resolve operational issues reported. Flexible in working with different shifts. Roles & Responsibilities: Strong technical skills (AV/IT knowledge). Learn new technologies. Results-driven and metrics-focused. Creative problem-solving and innovation mindset. Adaptability and resilience in dynamic environments. Professional excellence and commitment to continuous improvement. Service Desk Call taking profile. Respond to the issues reported by customer predominantly through SNOW and emails, chat, etc. Identify, investigate, and diagnose the issue. Provide resolution to customer based on in scope processes. Follows the incident life cycle as defined by process. log the incident. categorize and document. resolve or assign the incident to relevant assignment group. Achieve client and Accenture defined targets. Professional & Technical Skills: Formal education in Electronics or a related field. Experience with machine learning or AI-driven monitoring tools for predictive maintenance and performance optimization. Familiarity with enterprise IT environments (Active Directory, network protocols, cloud services). Certifications such as CTS, CCNA, or ITIL. Experience in audiovisual integration and event planning. Additional Information: - The candidate should have minimum 2 years of experience in Video Conferencing Infrastructure. - This position is based at our Gurugram office. - A 15 years full time education is required.