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Technical Support Engineer II

Technical Support Engineer II

Avispl

3 - 5 years

5 - 7 Lacs

Gurugram

Posted:3 weeks ago| Platform:

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Skills Required

Administration remediation Service level Video conferencing Customer service Troubleshooting CCNA microsoft cisco Technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary

The AVI-SPL Technical Support Engineer (TSE) can be the initial or secondary contact point for AVI-SPL customers contacting our Global Help Desk. The TSE Level 2 will work with the Global Help Desk to provide service support for clients, with the end goal of restoring functionality to client assets while delivering a world-class customer service experience. This position requires excellent customer service, organizational, time management, problem solving and interpersonal skills.

Essential Duties and Responsibilities

Adhere to client Service Level Agreement terms and conditions
Maintain a positive, empathetic, and professional attitude towards customers
Ensure that customers receive prompt and efficient technical support of AV and Video Conferencing solutions
Respond promptly to customer inquiries and document interactions
Maintain a case load while managing other common tasks, including but not limited to: triage/root cause analysis, dispatching field technicians and ordering parts/issuing return merchandise authorization
Handle and respond to inbound phone calls, email inquiries, and escalations from Technical Support Representatives
Participate in On-site dispatching, technical troubleshooting and case remediation
Participate as needed in prescribed training curricula
Follow up on open issues with escalation groups to provide feedback to customer
Assist senior Technical Support Engineers with administrative tasks
May need to travel to various job sites
Provide client support to users in the operations and configuration of videoconferencing systems
Other duties assigned as needed

Skills and Abilities

Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
Self-starter capable of working independently and meeting deadlines
Excellent verbal and written communication and interpersonal skills
Ability to balance multiple tasks with changing priorities
Excellent structured problem-solving skills
Time management skills and attention to detail
Demonstrate Technical Training and Mentorship
Ability to troubleshoot basic to intermediate AV and video teleconferencing issues
Demonstrated understanding of AV room schematics as well as floor plans
Reliable team technical resource for subject matter
Proficient with workplace databases and tools

GOALS / OUTLOOK OF THE POSITION

Become familiar with AVI-SPL people, processes, and systems
Develop an understanding of AVI-SPL measured CSAT and NPS metrics and how the role impacts these scores
First 90 Days:
- Introduction to AVI-SPL Systems and Processes
- Evaluation of current AV/VTC Knowledge
- Customer Service Fundamentals
- Able to navigate AVI-SPL file structure
Next 9 Months:
- Continued learning on AVI-SPL Systems and Processes
- Continued evaluation of technical skillset
- Ability to mentor TSR/TSE roles
- Obtain manufacturer training to meet industry standards (Determined by AVI-SPL)
- 100 hours of field labor on AVI-SPL systems (Based on technical background)
  - Travel may be required
- Ability to demonstrate core values

Education and/or Experience

High school diploma or equivalent; college degree preferred
3-5 years customer service experience preferred
Minimum 3-5 years AV/teleconferencing experience preferred with a minimum 250 hours of field work.
Networking Cisco ICDN (CCNA Prerequisite) or Polycom PCVE Preferred
Advanced manufacturer certifications (Crestron, AMX, Cisco, Poly, Biamp, Zoom, Teams, QSC, Extron)
ITIL certification Preferred
CTS Certification
Proficient knowledge of video teleconferencing endpoints and infrastructure
Proficient knowledge of AV control systems and integrated room peripherals
Proficient Understanding of UCC Platforms- Appspace/Google Cloud/Microsoft/Zoom
Field Experience Required

Working Environment

The work environment described here is representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment, such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level is generally moderate (interoffice conversations and computers/printers).

Physical Requirements

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This position regularly requires employees to sit, walk and stand; talk and hear both in person and by telephone; and use hands repetitively to operate standard office equipment.

Work Hours

AVI-SPL reserves the right to alter work hours and work location as it deems necessary.

AVI-SPL is an Equal Opportunity Employer/AA/Disabled/Veteran Protected VEVRAA Federal Contractor.

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Technical Support Engineer II