Executive / Senior Executive – Customer Support

Unicom Infotel Pvt Ltd; Pune District; On-site; INR 700,000 - 1,000,000; Full time

Job summary

UNICOM Infotel Pvt Ltd is seeking a Sr. Executive / Senior Executive – Customer Support to deliver advanced AV technical support and coordinate with on-site engineers.

The role requires hands-on experience with AV systems, conferencing platforms, and network integration to ensure high availability and performance for clients. The candidate will guide remote and on-site teams, document solutions, and contribute to knowledge bases while maintaining strong client communication and problem-solving

Qualifications

• 4–5+ years of experience in AV installation & service.
• Strong knowledge of AV hardware and video conferencing systems.
• Solid understanding of networking fundamentals (IP, VLANs, Dante).
• Experience with Crestron, Q-SYS, Zoom, MS Teams Rooms (MTR).

Responsibilities

• Deliver advanced remote technical support for AV systems.
• Provide real-time guidance to on-site engineers for interventions.
• Document recurring issues and share insights with the team.
• Collaborate with AV and network engineers to resolve complex problems.
• Support escalation processes with timely responses on high-priority issues.
• Create and update internal documentation and troubleshooting guides.
• Troubleshoot control panels, processors, and switchers.
• Assist in firmware updates and configuration reviews.
• Diagnose issues with digital signage content and playback scheduling.
• Manage VC platforms like MS Teams, Zoom, Webex, Google Meet.
• Perform routine system checks and preventive maintenance.
• Coordinate with OEM and internal teams for problem solving.

Skills

AV hardware

Networking fundamentals

AV control systems

Troubleshooting

Corporate AV support

Crestron/Q-SYS/Zoom/MTR

Biamp/Extron/Kramer integration

Communication of technical details

Education

Diploma / Bachelor’s in Electronics, Electrical, IT

Tools

Q-SYS Designer

Crestron Toolbox

Biamp Tesira

Xilica Designer

TPDesign5

Job description

Role: Sr. Executive / Senior Executive – Customer Support

UNICOM Infotel is a leading Technology Solutions Integrator in the Information & Communications domain. We are strategic partners with globally renowned brands and have a strong presence across India, with offices in 17 locations. Our mission is to deliver innovative and integrated technology solutions tailored to our clients’ evolving needs.

Qualification -Diploma / Bachelor’s Degree in Electronics, Electrical, IT, or related field

Experience - 4–5+ years of experience in AV installation & service

Job Roles & Responsibilities:

• Deliver advanced remote technical support for AV systems if required
• Understand and use Q-SYS Designer Software, Crestron Toolbox, Biamp Tesira, Xilica Designer, TPDesign5, etc.
• Provide real-time support and step-by-step guidance to on-site engineers for physical interventions when required
• Identify recurring issues and document technical insights for team reference
• Work closely with fellow AV and network engineers, and stakeholders to resolve complex technical problems.
• Support escalation processes by providing timely and thorough responses to high-priority issues, under the guidance of the team lead.
• Assist in creating and updating internal documentation, including FAQs and troubleshooting guides.
• Contribute technical insights and lessons learned to support the broader AV support team.
• Troubleshoot issues with various control panels, processors, and switchers.
• Support firmware updates and configuration reviews as directed
• Diagnose issues related to digital signage content, playback, and scheduling, encoder and decoders.
• Troubleshoot MTR peripherals (displays, cameras, microphones)
• Resolve issues with call quality, connectivity, and meeting platform integration
• Provide training to clients on the operation and maintenance of AV systems.
• Install and maintain AV equipment (displays, projectors, microphones, speakers, video conferencing systems).
• Troubleshoot AV issues quickly to minimize downtime.
• Manage VC platforms such as MS Teams, Zoom, Webex, Google Meet, etc.
• Perform routine system checks, upgrades, and preventive maintenance.
• Coordinate with OEM Technical and internal teams for AV Problem solving.

Skills Required

• Strong knowledge of AV hardware and video conferencing systems
• Solid understanding of networking fundamentals (IP, VLANs, Dante)
• Hands-on experience with AV control systems (Kramer, Crestron, AMX, Extron, Light ware– an added advantage)
• Excellent problem-solving and customer support skills
• Proven corporate experience in providing AV technical support
• Advanced expertise in Crestron, Q-SYS, Zoom, Microsoft Teams Rooms (MTR) systems, including control, audio, video, and network integration
• Experience working with AV platforms and software such as Biamp, Extron, Kramer, Crestron, etc.
• Strong troubleshooting skills for complex hardware, software, and network-related issues across AV environments
• Ability to clearly communicate technical details to team members, clients, and stakeholders

Preferred Certifications

• Crestron Certified (e.g., Crestron Basics – Commercial, Crestron Toolbox™, Crestron Level 1/2)
• Kramer (AV Fundamentals 101, AV over IP Installer, Kramer Control)
• Extron Certifications (AV Associate, Control Specialist)
• Poly / Zoom / MS Teams Room Certifications (optional depending on role)
• QSC Q-SYS Certification (optional depending on role)