Technical Support Engineer

AVI-SPL India; Gurugram District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

AVI-SPL India is seeking a Technical Support Engineer to provide frontline remote support for audiovisual systems, diagnosing and resolving AV incidents across customer environments, and collaborating with customers, service desks, and field technicians. The role operates within the 04:00–13:00 IST window and Sat-Wed shifts.

The ideal candidate will have strong AV hardware/software knowledge, excellent communication skills, and the ability to deliver high-quality customer support in a fast-paced

Qualifications

• 2+ years in technical support, helpdesk, or remote troubleshooting focused on AV/UCC technologies.
• Strong AV troubleshooting knowledge including signal flow, hardware diagnostics, and network basics.
• Experience with integrated AV/UCC systems and DSPs; familiarity with video conferencing endpoints.
• Excellent communication, able to guide technical and non-technical users.

Responsibilities

• Adhere to SLAs, provide remote support for AV and video conferencing.
• Troubleshoot AV/UCC issues, identify root causes, provide first-line resolution or escalate.
• Communicate with customers via phone, email, chat, and tickets; document interactions.
• Manage active case load including field dispatch, RMAs, and parts ordering.
• Configure and support video conferencing endpoints, control systems, DSPs, and AV equipment.
• Coordinate with escalation teams and vendors to ensure timely resolutions.
• Participate in on-call rotations and training to stay current with AV standards.

Skills

Technical troubleshooting

Remote support

Communications

Multitasking

Customer service

Problem-solving

Tools

Crestron

Extron

Biamp Tesira

QSC Q-SYS

Shure

Cisco

Poly

Dante

Logitech Rally

Job description

Working Hours: 04:00 to 13:00 IST

The Technical Support Engineer provides frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues. This role is responsible for diagnosing, triaging, and resolving AV-related incidents across customer environments, working closely with customers, service desk teams, and field technicians. The ideal candidate is a problem-solver with a strong understanding of AV hardware, software, and unified communications platforms. They must possess excellent communication skills and the ability to work in a fast-paced environment to deliver high-quality customer support.

Working Days: Sat-Wed

Working Hours: 04:00 to 13:00 IST

The Technical Support Engineer provides frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues. This role is responsible for diagnosing, triaging, and resolving AV-related incidents across customer environments, working closely with customers, service desk teams, and field technicians. The ideal candidate is a problem-solver with a strong understanding of AV hardware, software, and unified communications platforms. They must possess excellent communication skills and the ability to work in a fast-paced environment to deliver high-quality customer support.

Who We Are

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevateexperiences,create new value, and enableorganizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services. Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

What You’ll Do

The Technical Support Engineer provides frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues. This role is responsible for diagnosing, triaging, and resolving AV-related incidents across customer environments, working closely with customers, service desk teams, and field technicians. The ideal candidate is a problem-solver with a strong understanding of AV hardware, software, and unified communications platforms. They must possess excellent communication skills and the ability to work in a fast-paced environment to deliver high-quality customer support.

Day-To-Day Responsibilities

• Adhere to client Service Level Agreements (SLAs) by ensuring timely response and resolution of AV and video conferencing support requests.
• Deliver remote technical support for integrated AV and UCC systems, ensuring timely troubleshooting and resolution for end users and field technicians.
• Triage and troubleshoot AV and UCC issues, identifying root causes and providing first-line resolution or escalating when appropriate.
• Respond promptly to customer inquiries via phone, email, chat and ticketing systems, ensuring all interactions are documented thoroughly.
• Manage an active case load, handling tasks such as field technician dispatch, parts ordering, and return merchandise authorizations (RMAs).
• Assist with configuration and operational support for video conferencing endpoints, control systems, DSPs, and other AV equipment.
• Follow up on open issues, coordinating with escalation teams and vendors to ensure timely resolutions and customer updates.
• Participate in on-call rotations and scheduled support shifts, ensuring continuous technical assistance for customers.
• Engage in prescribed training curricula to stay current with AV industry standards and emerging technologies.
• Develop process improvement initiatives and knowledge base contributions.
• Perform additional tasks, responsibilities, and projects needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.
• Perform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.

Must-Haves

WHAT WE’R LOOKING FOR

• 2+ years of experience in technical support, helpdesk, or remote troubleshooting roles focused on AV and UCC technologies.
• Strong understanding of AV troubleshooting methodologies, including signal flow, hardware diagnostics, and networked AV basics.
• Experience supporting integrated AV and UCC systems, including Crestron and Extron control platforms, software-based control solutions, and DSPs such as Biamp Tesira, Shure, QSC Q-SYS, BSS, and ClearOne. Familiarity with video conferencing solutions like Logitech Rally, Tap, and Sync, as well as Cisco and Poly endpoints.
• Ability to manage multiple customers simultaneously, ensuring SLA compliance and timely resolution.
• Basic networking knowledge, including IP-based AV systems, network connectivity troubleshooting, and VLAN configurations for AV.
• Excellent communication skills, with the ability to provide technical guidance to both technical and non-technical users.
• Strong problem-solving mindset, capable of critical thinking under pressure.
• Ability to work independently and collaboratively in a fast-paced, remote support environment.
• Certifications from vendors such as AVIXA, Crestron, Extron, Biamp, QSC, Shure, Cisco, Poly, Dante.

Nice-To-Haves

• Experience with Service