Audio/Video Engineer

3 days ago


Plano, Texas, United States Tata Consultancy Services Full time
Job Summary

We are seeking an experienced Audio/Video Engineer to join our Operations Support team at Tata Consultancy Services. As an AV Operations Support Specialist, you will be responsible for providing expert support to our AV operations, including end-user support, large event support, vendor management, and installation support.

Key Responsibilities
  • Provide SME support to AV Operations, including end-user support, large event support, vendor management, vendor escalations, installation support, and manufacturer RMA.
  • Work on proactive-reactive Incident/SR/Changes related to Audio/Video technologies.
  • Act as SME for handling any P1/P2 incidents, critical changes, Change Tasks, and Vendor Escalations.
  • Document knowledge articles for critical incident/change.
  • Meet delivery targets set by management and ensure delivery is within and better than prescribed SLA levels.
  • Establish processes for continuous service improvement.
  • Resolve incidents/problems/Changes according to established procedures.
  • Work proactively to ensure prompt resolution of support cases and the highest levels of customer satisfaction with minimal production impact.
  • Continuously develop and implement Service Improvements.
Requirements
  • Excellent communication, customer support, and interpersonal skills.
  • Ability to manage Incidents and Escalations from end user or vendor reporting systems.
  • Hands-on experience supporting Microsoft Teams Room, Surface Hub, Crestron, Biamp.
  • Strong working knowledge and experience configuring Microsoft Teams Rooms (Crestron UC) and Surface Hubs.
  • Webex MTR is a plus.
  • Working knowledge of OSI model, TCP/IP, TLS, RTP, HTTP, SRTP, UDP, unicast, multicast, subnetting, VLAN, and DHCP concepts.
  • SDA network is a plus.
  • White glove support for Executive and Large Events.
  • Knowledge of basic Audio/Video signal flow.
  • Experience with planning in Jira with an Agile mindset.
  • Ability to read CAD drawing sets (Nice to have).


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