272 IT Support jobs in Coimbatore

• Good Communication
• Quick Joiner.
• Responsible for service Request fulfillment, Incident Mgmt (First level resolution) for the End User queries via Avaya call, web tool and mailing/chat system within the agreed service level and defined guidelines.
• Record all End user transactions in Remedy ticketing tool.
• Responsible for maintaining SLA/KPI‘s for self.
• Responsible for providing quality deliverables and enhancing customer satisfaction
• Escalate issues to Leads (if unable to resolve, solutions not in database, new issues, unhappy End User, complaint, Demanding End User)
• Contribution to knowledge management by updating/creating the knowledge articles
• Adherence to security and compliance requirements
• Adherence to communication etiquettes
• Quality – Should adhere to the basic guidelines laid down for the ticket/voice quality feedbacks provided by Leads/DAT POCs
• Contribute to and participate proactively in knowledge sharing sessions
• Contribute to continuous service improvement plans (CSI)
• Analyst under Batch Process Monitoring Should Monitoring all the in-scope process/jobs.
• Notifying in case of any challenges in the process.
• Preparing handover of Batch Process Monitoring report at and sharing it with the next shift members, at the end of each shift.
• Notify the lead immediately in case of complaints and escalations
• Participate on daily basis and discuss technical/Process updates.
• Acts as Incident Analyst/Service Request Analyst and responsible for the Day to day operation of the Incident Management/Service Request management process.

• Provide technical support to customers via phone, email, and chat.
• Troubleshoot and resolve hardware, software, and network issues.
• Guide users through effective solutions to technical problems.
• Document all support interactions and resolutions accurately in the ticketing system.
• Escalate unresolved issues to appropriate tier 2 or tier 3 support teams.
• Contribute to the creation and maintenance of knowledge base articles and FAQs.
• Identify trends in customer issues and provide feedback for product improvement.
• Maintain a high level of customer satisfaction through prompt and effective support.
• Stay up-to-date with product knowledge and support procedures.
• Participate in team meetings and training sessions.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of experience in technical support or helpdesk roles.
• Proficiency in troubleshooting operating systems (Windows, macOS, Linux) and common software applications.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and manage time effectively in a remote setting.
• Customer-focused attitude with a passion for helping others.
• Experience with remote support tools is essential.
• IT certifications (e.g., CompTIA A+, Network+) are a plus.

Job Summary:

The Technical Support Engineer will be responsible for delivering remote conference room and audio-visual support for our client. This role involves managing and maintaining video conferencing, audio/visual, and webcasting technologies, ensuring seamless operations for global meetings, events, and webcasts, and providing exceptional support to users and executives.

Key Responsibilities

Administrative Services:

• Assist in scheduling, modifying, and cancelling white glove conferences and webcasts.
• Manage the associated service Outlook mailbox.
• Create and analyze performance and usage metrics.
• Open, update, and resolve service tickets related to AV and webcasting technologies.
• Monitor and update support queues for current and upcoming AV technologies and webcast incidents.
• Escalate complex issues to third-level support or manufacturer/vendor support teams.
• Participate in meetings regarding current and future AV and webcasting systems.
• Maintain and update training and troubleshooting documentation.

Video Call and Webcast Support:

• Ensure video endpoints are online and operational.
• Manage incident response during active calls and webcasts.
• Prepare and support webcast events, including creating event webpages and conducting dry runs.
• Monitor live webcast events and troubleshoot issues as needed.
• Report viewer metrics during and after events.
• Trim, encode, and distribute recorded on-demand copies of webcast sessions.
• Coordinate technology scheduling to ensure successful meetings.
• Webcast Video on Demand Services:
• Create and manage streaming VOD directories for Ford users.
• Manage user groups and multimedia storage on Ford’s network.
• Troubleshoot issues related to uploaded VOD content.
• Assist users with training on new and existing video technologies.
• Provide streaming metrics and analytics for hosted videos.

Commissioning Services:

• Configure Cisco Video Conferencing Codecs and streaming encoders (e.g., VBrick Rev).
• Test endpoints and network devices.
• Review, verify, and backup configuration files to facilitate disaster recovery.
• Support the commissioning and decommissioning of conference rooms and AV devices.
• Conduct room testing, certification, and troubleshooting.

Application Support:

• Provide Level 1 and Level 2 support for applications including MS Teams, Miro, Vbrick, and other agreed-upon platforms.
• Collaborate with Product Engineers to resolve application issues.
• Escalate critical issues to Level 3 engineering.
• Assist users with application usage and remote training.
• Manage support tickets within Ford’s ticketing system.
• Administer access requests and maintain support documentation.

Qualifications:

• Proven experience in AV support, video conferencing, and webcast management.
• Familiarity with Cisco Video Codecs, VBrick Rev, and related AV/IT infrastructure.
• Strong troubleshooting and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication skills, both written and verbal.
• Experience with ticketing systems and documentation management.

Preferred Skills:

• Knowledge of webcast and streaming platforms.
• Experience with AV commissioning and room setup.
• Ability to train end-users on AV technologies.

Job Summary:

The Technical Support Engineer will be responsible for delivering remote conference room and audio-visual support for our client. This role involves managing and maintaining video conferencing, audio/visual, and webcasting technologies, ensuring seamless operations for global meetings, events, and webcasts, and providing exceptional support to users and executives.

Key Responsibilities

Administrative Services:

• Assist in scheduling, modifying, and cancelling white glove conferences and webcasts.
• Manage the associated service Outlook mailbox.
• Create and analyze performance and usage metrics.
• Open, update, and resolve service tickets related to AV and webcasting technologies.
• Monitor and update support queues for current and upcoming AV technologies and webcast incidents.
• Escalate complex issues to third-level support or manufacturer/vendor support teams.
• Participate in meetings regarding current and future AV and webcasting systems.
• Maintain and update training and troubleshooting documentation.

Video Call and Webcast Support:

• Ensure video endpoints are online and operational.
• Manage incident response during active calls and webcasts.
• Prepare and support webcast events, including creating event webpages and conducting dry runs.
• Monitor live webcast events and troubleshoot issues as needed.
• Report viewer metrics during and after events.
• Trim, encode, and distribute recorded on-demand copies of webcast sessions.
• Coordinate technology scheduling to ensure successful meetings.
• Webcast Video on Demand Services:
• Create and manage streaming VOD directories for Ford users.
• Manage user groups and multimedia storage on Ford’s network.
• Troubleshoot issues related to uploaded VOD content.
• Assist users with training on new and existing video technologies.
• Provide streaming metrics and analytics for hosted videos.

Commissioning Services:

• Configure Cisco Video Conferencing Codecs and streaming encoders (e.g., VBrick Rev).
• Test endpoints and network devices.
• Review, verify, and backup configuration files to facilitate disaster recovery.
• Support the commissioning and decommissioning of conference rooms and AV devices.
• Conduct room testing, certification, and troubleshooting.

Application Support:

• Provide Level 1 and Level 2 support for applications including MS Teams, Miro, Vbrick, and other agreed-upon platforms.
• Collaborate with Product Engineers to resolve application issues.
• Escalate critical issues to Level 3 engineering.
• Assist users with application usage and remote training.
• Manage support tickets within Ford’s ticketing system.
• Administer access requests and maintain support documentation.

Qualifications:

• Proven experience in AV support, video conferencing, and webcast management.
• Familiarity with Cisco Video Codecs, VBrick Rev, and related AV/IT infrastructure.
• Strong troubleshooting and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication skills, both written and verbal.
• Experience with ticketing systems and documentation management.

Preferred Skills:

• Knowledge of webcast and streaming platforms.
• Experience with AV commissioning and room setup.
• Ability to train end-users on AV technologies.

Company Overview

TeachEdison is an innovative Education Technology company dedicated to developing high performance software solutions for educators. Our flagship product, EdisonOS, is a comprehensive operating system designed for the knowledge commerce industry. With a dynamic team of 11-50 employees, TeachEdison aims to enhance the educational experience through cutting-edge technology. Headquartered in Bangalore, we are committed to driving success in the software development industry.

Job Overview

We are seeking a dedicated Junior Customer Support professional to join our team in Coimbatore. The role requires 1 to 3 years of relevant work experience in customer support and is a full-time position. As a Junior Customer Support representative, you will be the first point of contact for our clients, ensuring they receive exceptional service and support for our products.

Qualifications and Skills

• Excellent verbal and written communication skills, adaptable to different customer situations.
• Active Listening (Mandatory skill) to effectively understand customer needs and issues.
• Strong problem-solving skills, with the ability to think quickly and provide appropriate solutions.
• Conflict Resolution (Mandatory skill) capabilities to handle challenging situations calmly and effectively.
• Proficiency in using customer support software and tools to record and manage customer interactions efficiently.
• Communication (Mandatory skill) skills to explain complex technical concepts in simple terms to non-technical users.
• A detail-oriented mindset, ensuring accuracy in logging and resolving customer issues.
• An empathetic approach to customer service, understanding the importance of building positive relationships.

Roles and Responsibilities

• Serve as the first point of contact for customers seeking assistance with product-related inquiries and issues.
• Identify and assess customers needs to achieve satisfaction, providing timely and accurate information.
• Handle customer complaints by providing appropriate solutions and alternatives promptly.
• Follow up with customers to ensure their technical issues are fully resolved.
• Maintain detailed records of customer interactions and process customer accounts using support system tools.
• Collaborate with internal teams to share insights and ensure continuous product improvement.
• Stay updated with industry knowledge to provide the best possible service to customers.
• Ensure customer feedback is captured and reported to improve the overall customer experience.