AudioVideo Engineer

Audio/Video Engineer

Must have 4-6 years of experience.
Hands on experience in AV System equipments Installation Termination & Configuration
Hands on experience in Video Conferencing System Installation and Configuration
Hands on experience in validating AV BOQ
Knowledge on Extron Crestron DMX Digital Signage Polycom devices
Hands on experience in handling Cisco Panasonic and Polycom video conference units across various locations
Knowledge in upgrading the firmware of the VC/AV devices
Experience in handling VIP VC call for end-to-end user support for both internal as well as external (clients) calls
Experience in Service Now ticketing tool i.e. management of ticket/ Incidents/CRs in provided SLA
Able to troubleshoot AV/VC related issues and trying to resolve it in the provided SLA
Sound knowledge and Hands-on experience on AV products i.e. Amplifier Control Processors Digital Signage Transmitters/Receivers
Knowledge in protocols like H323 SIP RTP
Experience in managing the virtual events conducted on Webex/MS-Teams/Google meet/Zoom platform

Areas of responsibility

Triaging and resolution of tickets-Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.

Create log of incidents and Document observations and related root causes to support in evaluation of mitigation measures.

Resolution of service Requests-Fulfil software/hardware/network service requests within agreed timeline ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.

SLA Monitoring-Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.

Change request execution-Create change requests as per the priority of the incident tickets in adherence with the defined guidelines.

Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes.

Incident Analysis-Analyse nature of incidents to support root cause analysis and related service improvement plans.

Contribute towards development of mitigation action to reduce repeat incidents by identifying patterns of issues noted.