Job description:

Executing all aspects of videoconferencing including call set up, end user training, troubleshooting, & follow through on escalation of trouble incidents occurring during call
Assist, as required, with the support (hands-on if necessary) of special events, high profile senior executive meetings, town halls requiring VC, as directed by client including but not limited to the following:
Setting up, testing, operation, & tearing down of AV & VC equipment; (e.g., video data projection systems, computers, audio- & video conference equipment, microphones, video cameras, audio systems, & operation of integrated AV systems).
Perform up to second level problem determination.
Troubleshoot, assess, and coordinate equipment and systems repair as required.
Create, update, and resolve trouble tickets as assigned as well as monitoring queue.
Interface with technology vendors for equipment servicing etc. whether warranty or routine maintenance.
Maintain conference room integrity in compliance with SOPs; perform regular preventive maintenance checks (e.g., either report or address troubles such as cable management issues, safety standards non-compliance, etc.).
Provide updates to usage statistics, issue and repair logs, or other collection/reporting systems.
Delivery of training and client support to end users in the operations of audiovisual systems.
Compile and maintain room and equipment inventory.
Ability to coordinate audiovisual activities with other Client facilities as required (e.g., Company/Department Communication Meetings, Special Events, etc.).
Create and modify user documentation and standard operation procedures (SOPs) as required.
Provide technical assistance & support to lead contact for all videoconferencing operations & maintenance.
Maintain understanding of current and new technology.
Interact in person, by phone, and/or e-mail directly with client management and end-users.
Recommend measures to improve performance and increase efficiency.
Prepare a monthly report containing room usage data, open action items, equipment maintenance, and upcoming preventative maintenance schedules is produced for the needs of the firm.
Coordinate with Multimedia Operations teams globally

• 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 Resolution and minimum rejected resolutions / Reopen Cases