AV Helpdesk coordinator Job in MNR Solutions @ MNR Solutions Pvt Ltd

Job Description

Experience 1 to 3 years in audio-visual helpdesk coordination

Qualification- 3 Years Diploma/any bachelor's degree (BE/Btech)

preferred: Electronics/Electrical/ Electronics& telecommunication/computer science background

Communication -English, Hindi/native 

Gender: Open to all

Position Location- Noida.

Workday: 6 Days working

Travel requirement: NA

Budget: 30-50kpm CTC

Software skills required: Strong Excel skills (charts, filter, sort, vlookup, etc), knowledge of any CRM tools (Jira, etc)

Key Skills: -

• Manage AV helpdesk operations, logging and resolving support tickets related to AV issues.
• Allocate tickets to engineers, track attendance and seek regular updates
• Take Customer feedback on closed service tickets in timely manner 
• Escalate complex AV issues to senior technicians or external vendors while ensuring timely resolution.
• Maintain an updated AV knowledge base and troubleshooting guides for end-users and technicians.
• Coordinate with OEMs to raise an RMA of audiovisual faulty hardware. 
• Track and update project progress reports (excel radar diagrams, project completion reports)
• Customer-installed base updation and AMC warranty tracking
• Track tools and material requirements for projects 
• Preferred: 
• Provide remote and on-site support for AV systems, including projectors, microphones, and conferencing setups.
• Assist end-users with video conferencing tools (Zoom, Microsoft Teams, Webex).
• Coordinate with OEMs, clients, engineers, and technicians to develop AV solutions tailored to business needs.

 

Assignment to be submitted by candidate

1. Have you handled service ticketing for below solutions (Yes/No)
1. boardrooms
2. video wall
3. townhall/cafeteria
4. auditorium/training room
5. Sound solution
6. Video conference
7. Touch panels
8. Sound masking
9. room management
2. Do you know RMA (Return Merchandize authorization) / technical support process for below OEMs (Yes/No)
1. Display brand names (Eg LG/Samsung/Sony/NEC) -
2. Video wall brand names (Eg LG/Samsung/Sony/NEC) -
3. Control system brand names (Eg Extron, Crestron, Kramer, Harman) -
4. Sound solution brand names (Eg BiAMP, Shure, Bose, Harman) -
5. Video conference brand names (Eg Cisco/Poly/Logitech) -
6. Touch panels brand names (Eg Cisco/Poly/Logitech) -
3. How do you track AMC/warranties (Excel, CRM - which CRM)
4. How many engineers you assign service tickets to
5. How many service tickets you handle in a day
6. What reports you generate on weekly/monthly basis  

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Keyskills:   technician activities service desk helpdesk management helpdesk audio visual