Technical Support Representative

Avi-spl
India
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Communication","Customer service","Problem-solving","Collaboration","Professionalism"]

Provide level 1 remote support for a multimedia (ProAV) estate, restoring client assets to full functionality by investigating, resolving, or escalating incidents. Use remote monitoring and management tools to detect issues, respond to inquiries, document interactions, and manage incident queues. Build technical competency across monitoring platforms, perform remote troubleshooting, run RFB tests after updates, and execute firmware/software upgrades while collaborating with escalation and onsite maintenance teams.

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FursaFursa
Avi-spl
Avi-spl
2 days ago

Technical Support Representative

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Provide level 1 remote support for a multimedia (ProAV) estate, restoring client assets to full functionality by investigating, resolving, or escalating incidents. Use remote monitoring and management tools to detect issues, respond to inquiries, document interactions, and manage incident queues. Build technical competency across monitoring platforms, perform remote troubleshooting, run RFB tests after updates, and execute firmware/software upgrades while collaborating with escalation and onsite maintenance teams.
Location: India
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Adhere to client Service Level Agreement (SLA) terms while providing a positive, empathetic customer experience.
  • •Provide prompt level 1 remote support by responding to incidents detected by automated monitoring systems and managing the incident queue.
  • •Ensure customers receive efficient technical support for ProAV, video conferencing, and unified communication solutions.
  • •Perform remote troubleshooting, remote checkouts, and RFB tests following system updates; coordinate RFB checks with internal teams.
  • •Execute firmware and software upgrades of multimedia equipment and escalate incidents to onsite maintenance teams where required.

Key Requirements

  • •High school diploma or equivalent (college degree preferred).
  • •Minimum 2 years’ experience in the Audio/Visual or IT support industry.
  • •Fluent in English with excellent verbal and written communication skills.
  • •Ability to perform routine testing and problem diagnosis for Audio Visual technologies.
  • •Ability to troubleshoot networks (static/dynamic IPs) and use audio mixer software to calibrate DSP technology; can read blueprints and audio/video flow diagrams.
Experience:2+ yearsAudio/visualIT support
Education:High School
Skills:CommunicationCustomer serviceProblem-solvingCollaborationProfessionalism
Languages:English
Tech Stack:Audio mixer softwareDigital signal processor (DSP)Remote monitoringRemote managementProAVVideo conferencingUnified communicationFirmware upgradesSoftware upgradesRFB testsNetwork troubleshootingStatic IPDynamic IPIncident queue management

Company Brief

Avi-spl
Provides audio-visual integration, unified collaboration solutions, managed services, and AV support for enterprises and institutions worldwide, delivering design, deployment, and ongoing managed services for communication and collaboration technologies.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Tampa, United States
Founded: 2008
WebsiteLinkedIn