Job description:

AV Job Description Your Roles and Responsibilities: Responsible for maintenance of all AV equipment, including audio and video conferencing equipment, distributed audio, digital signage, control systems, and TV displays. Perform routine checks of 100+ conference rooms with Cisco or Microsoft Teams Room technology to ensure optimal health of all systems. Identify, troubleshoot, and solve issues that impact client conference rooms. Ensure that SLAs and daily deliverables are met, including break/fix tickets and AV projects. Manage inventory, including weekly/monthly stock levels, returning product (RMA), and inventory DOA issues. Follow all policies, standards, or safety guidelines required by the client. Responsible for problem-solving and troubleshooting any issues that may arise during an installation. Perform equipment setups, breakdowns, and troubleshoot issues during events. Liaise with cross-functional teams and internal users before and during events, ensuring seamless execution of technical needs for event support, including white glove service to C-level executives. Interface with end users and vendors to address requests and requirements, providing technical support and best practices. Adeptly leverage knowledge and expertise of VC systems and technologies. Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position. Required Qualifications/Skills: High school diploma or equivalent and 2 to 8 years of related experience and/or training; or equivalent combination of education and experience. 3+ years of experience in customer service and professionalism in a corporate work environment. Advanced knowledge and experience working with Cisco and/or Microsoft Teams Rooms. Advanced knowledge and experience supporting meetings on Zoom & Microsoft Teams platforms. Excellent written and oral communication skills. Ability to troubleshoot technical issues quickly, accurately, and calmly. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Ability to think and work independently. Strong understanding of wiring and termination skills as well as proper installation techniques of all AV equipment. Understanding of reading/understanding architecture, electrical, structural & AV systems drawings. Ability to work day, evening, or weekend shifts and travel for business needs; estimated frequency is 10% in a year. Must be proficient using a computer and Microsoft applications (SharePoint/Excel/Word/PowerPoint). Physical Demand & Work Environment: Position requires you to be onsite M-F during business operation hours (varying between 7am-6pm). Must be able to sit, stand, stoop, and bend for extended periods of time. Must have the ability to perform office-related tasks which may include prolonged sitting or standing. Must have the ability to move from place to place within an office environment at a moment\\'s notice. Must have the ability to climb a ladder. Must be able to regularly lift and transport up to 15 pounds, as well as frequently lift and/or transport moderately heavy equipment up to 50 pounds. Must have dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and handle other office equipment1.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolu