Job
Description
As a skilled Helpdesk & Technical Support Executive, your role will involve providing technical assistance, managing service calls, supporting installations and implementations, and coordinating with vendors to ensure optimal performance of display solutions such as Interactive Flat Panels (IFP), digital displays, and AV products. Key Responsibilities: - Technical Support & Troubleshooting: - Provide L1/L2 technical support for Interactive Flat Panels, digital signage, LED/LCD displays, and AV peripherals. - Diagnose and resolve issues related to display hardware, touch functionality, firmware, connectivity (HDMI, USB, LAN, Wi-Fi), and software applications. - Support operating systems and platforms used in IFPs (Android, Windows OPS, embedded systems). - Helpdesk & Call Logging: - Log, track, and manage service requests and incidents in helpdesk/ticketing systems. - Ensure timely response and resolution of issues as per defined SLAs. - Maintain accurate records of issues, actions taken, and resolutions. - Implementation & Installation Support: - Assist in installation, configuration, and commissioning of Interactive Flat Panels and display solutions. - Support system integration with laptops, conferencing tools, classroom/boardroom solutions, and third-party software. - Perform basic testing, UAT support, and post-installation troubleshooting. - Vendor & Partner Management: - Coordinate with OEMs, system integrators, and service partners for escalations, replacements, and firmware updates. - Track vendor service calls, AMC/Warranty cases, and ensure SLA adherence. - Support RMA processes and vendor documentation. - User Training & Support: - Provide basic user training and demonstrations on using Interactive Flat Panels and display features. - Assist users with software tools such as whiteboarding, screen sharing, and annotation features. - Documentation & Reporting: - Maintain installation records, service reports, asset details, and configuration documentation. - Prepare periodic reports on support tickets, common issues, and resolution timelines. Required Skills & Qualifications: - 15 years of experience in technical support for Interactive Flat Panels, AV, or display products. - Strong understanding of display technologies (LCD, LED), touch panels, and AV interfaces. - Experience with ticketing/helpdesk tools. - Basic knowledge of networking, OPS modules, firmware upgrades, and remote support tools. - Good communication and customer-facing skills. As a skilled Helpdesk & Technical Support Executive, your role will involve providing technical assistance, managing service calls, supporting installations and implementations, and coordinating with vendors to ensure optimal performance of display solutions such as Interactive Flat Panels (IFP), digital displays, and AV products. Key Responsibilities: - Technical Support & Troubleshooting: - Provide L1/L2 technical support for Interactive Flat Panels, digital signage, LED/LCD displays, and AV peripherals. - Diagnose and resolve issues related to display hardware, touch functionality, firmware, connectivity (HDMI, USB, LAN, Wi-Fi), and software applications. - Support operating systems and platforms used in IFPs (Android, Windows OPS, embedded systems). - Helpdesk & Call Logging: - Log, track, and manage service requests and incidents in helpdesk/ticketing systems. - Ensure timely response and resolution of issues as per defined SLAs. - Maintain accurate records of issues, actions taken, and resolutions. - Implementation & Installation Support: - Assist in installation, configuration, and commissioning of Interactive Flat Panels and display solutions. - Support system integration with laptops, conferencing tools, classroom/boardroom solutions, and third-party software. - Perform basic testing, UAT support, and post-installation troubleshooting. - Vendor & Partner Management: - Coordinate with OEMs, system integrators, and service partners for escalations, replacements, and firmware updates. - Track vendor service calls, AMC/Warranty cases, and ensure SLA adherence. - Support RMA processes and vendor documentation. - User Training & Support: - Provide basic user training and demonstrations on using Interactive Flat Panels and display features. - Assist users with software tools such as whiteboarding, screen sharing, and annotation features. - Documentation & Reporting: - Maintain installation records, service reports, asset details, and configuration documentation. - Prepare periodic reports on support tickets, common issues, and resolution timelines. Required Skills & Qualifications: - 15 years of experience in technical support for Interactive Flat Panels, AV, or display products. - Strong understanding of display technologies (LCD, LED), touch panels, and AV interfaces. - Experience with ticketing/helpdesk tools. - Basic knowledge of networking, OPS modules, firmware upgrades, a
