247 IT Support jobs in Lucknow

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.

• Respond to customer inquiries and resolve technical issues via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot software-related problems, including installation, configuration, and operational issues.
• Provide clear and concise instructions and guidance to customers to help them resolve their technical challenges.
• Document customer interactions, issues, and resolutions accurately in the ticketing system.
• Escalate complex technical problems to appropriate internal teams (e.g., development, QA) and follow up on resolution.
• Create and maintain technical support documentation, FAQs, and knowledge base articles.
• Identify trends in customer issues and provide feedback to product development teams for improvement.
• Assist in the onboarding and training of new support team members.
• Contribute to improving customer support processes and efficiency.
• Stay updated on product releases, updates, and new features.
• Maintain a high level of customer satisfaction through effective problem-solving and communication.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of experience in technical support, helpdesk, or customer service roles, preferably in the software industry.
• Strong understanding of software applications, operating systems, and common troubleshooting techniques.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Proficiency with CRM and ticketing systems (e.g., Zendesk, ServiceNow).
• Strong problem-solving and analytical skills.
• Ability to work collaboratively in a team environment and manage time effectively.
• Experience with remote support tools is a plus.
• Customer-focused attitude and dedication to providing excellent service.

• Responding to customer inquiries and technical issues promptly and professionally.
• Diagnosing and resolving software and hardware problems.
• Guiding customers through step-by-step solutions.
• Escalating complex issues to appropriate teams when necessary.
• Documenting all technical issues and resolutions in the ticketing system.
• Providing feedback to product development teams to improve user experience.
• Maintaining a high level of customer satisfaction.
• Staying up-to-date with product updates and new technologies.
• Creating and updating knowledge base articles and FAQs.
• Contributing to a positive and collaborative remote team environment.

• Provide first-level technical support via phone, email, and chat to end-users.
• Troubleshoot and resolve hardware, software, and network issues.
• Guide users through step-by-step solutions for technical problems.
• Diagnose and identify the root cause of reported issues.
• Escalate complex problems to appropriate technical teams when necessary.
• Document all support interactions and resolutions in a ticketing system.
• Create and maintain a knowledge base of common issues and solutions.
• Follow up with users to ensure their issues have been resolved satisfactorily.
• Provide feedback to product development teams on recurring issues and user suggestions.
• Stay updated with product updates and technical changes.
• Maintain a high level of customer satisfaction.

• High school diploma or equivalent; Bachelor's degree in IT, Computer Science, or a related field is a plus.
• Proven experience in technical support or customer service.
• Strong knowledge of operating systems (Windows, macOS), common software applications, and basic networking concepts.
• Excellent troubleshooting and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to explain technical concepts to non-technical users.
• Proficiency in using remote support tools and ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Patient and empathetic demeanor.
• Adaptability to learn new technologies quickly.