Audiovisual Support Engineer - Tier 3 INDIA
Audiovisual Support Engineer - Tier 3 INDIA
Posted on :
23-11-2024
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1 Vacancy
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Job Description
A Global Dutch Owned Audiovisual Electronics Manufacturer is seeking Tier 3 level hardware / software Support Engineers!
Location : Xiamen China
We are seeking a Tier 3 Support Engineer responsible for resolving escalations from both Tier 1 and Tier 2 support teams. This role involves taking ownership of advanced technical issues coordinating with internal and external stakeholders and ensuring effective communication throughout the resolution process.
Key responsibilities:
- Resolve technical issues escalated by Tier 2 Support
- Reproduce and resolve as many issues as possible and engage in collaborative problemsolving with Tier 2 colleagues when applicable
- Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure
- Maintain awareness and knowledge of industryleading UC and meeting room applications such as Microsoft Teams Rooms and Zoom Rooms
- Drive and take ownership of tickets escalated from Tier 2 serving as the primary contact for customers and stakeholders while resolving these tickets.
- Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder
- Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content
- Provide training to Tier 1 and 2 Support Specialists
Requirements
- High standard of personal integrity & professionalism
- Bachelor s degree in a related field or combination of relevant education and experience
- 3 5 years in a similar role
- Familiar with test processes and methodologies
- Proficient with Microsoft Office suite (Teams Word Excel OneNote)
- Excellent organizational time management communication and presentation skills
- Ability to lead meetings present to an audience and conduct solution training.
- Excellent problemsolving and fault isolation skillset a clear understanding of logicbased testing.
- Have a thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors such as Teams Teams Rooms Zoom Zoom Rooms etc.
- 2 years of experience installing and configuring headset/collaboration applications such as Zoom Rooms MTR and similar on Windows macOS Linux ChromeOS iOS Android environments including handson product implementation
- 2 years of experience with similar products and solutions such as DECT and Bluetooth RF technology.
- The capability to explain complex setups and solutions.
- Strong analytical and influencing skills
- Ability to assist in building and supporting business cases
- Fluent in English additional languages a plus
- Excellent communication skills both written and verbal
- Ability to travel up to 20%
Requirements: University graduate or equivalent experience with further studies in AV installation, data or voice communications, or drafting. Minimum of 4 years' experience in an electrical and/or communications environment. Understanding of project management practices and customer service obligations. Knowledge of electrical, electronic, communications, and computer products and equipment. Proficiency in oral and written English grammar, punctuation, and spelling. Familiarity with building construction and blueprint reading. Experience with the AV Commercial Integrator Navigate system, specifically for change orders and delay notices feedback to the Project Manager. CTS-I Certification Preferred
Education
University graduate or equivalent experience with further studies in AV installation, data or voice communications, or drafting. CTS-I Certification Preferred
Employment Type
Full Time
Key Skills
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