Desktop Support Engineer

SEND CVS TO [email protected] with subject AV support

• Provide comprehensive technology and end-user support for all client experience spaces, including AV devices, collaboration platforms, hardware and software issues, including troubleshooting laptops, MacBooks, mobile devices, and printers
• Serve as a primary point of contact for technology-related issues, delivering exceptional customer service to both internal stakeholders and external clients.
• Ensure the proper setup, testing, functionality and health monitoring of all AV equipment, including microphones, projectors, cameras, and streaming devices.
• Support user account management tasks such as password resets and access requests.
• Conduct pre-event planning sessions with clients to understand their requirements and objectives and enable the appropriate technology setup for the specified time.
• Collaborate closely with the Client Experience team and internal technology teams across all USI offices ensuring timely resolution and clear communication throughout the process.
• Adhere to existing firm policies and proactively identify opportunities to improve technology processes and systems, continuously seeking ways to improve efficiency and effectiveness.
• Maintain strict confidentiality regarding all discussions, data, and information encountered in client-facing environments.
• Demonstrate strong problem-solving skills and the ability to work independently under pressure, especially during high-profile client visits or events.
• Exhibit a customer-centric mindset in all interactions, ensuring a positive and seamless client experience.
• Document incidents, solutions, and process improvements to contribute to team knowledge and best practices.
• Interact with US/USI counterparts to stay updated on ongoing processes and new changes, ensuring consistent standards are maintained across the board to deliver a uniform client experience.
• Remain flexible with work hours, including working in shifts, weekends, and outside standard business hours as required for event preparation or urgent support needs.

Required Technical Skills:

• Good hands-on experience supporting and troubleshooting AV/VC systems, end-user hardware
• Experience supporting both Windows and macOS devices, including setup, configuration, and troubleshooting.
• Experience running meetings/webinars and troubleshooting L1/L2 incidents related to Virtual Event Platforms such as Zoom, Teams, etc. including having the ability to recommend technical workarounds as needed.
• Familiarity with network connectivity basics (Wi-Fi, Ethernet, VPNs) and the ability to perform basic network troubleshooting.
• Ability to diagnose and resolve hardware and software issues across a range of devices.
• Basic understanding of IT security and confidentiality best practices in a client-facing environment.
• Strong documentation skills for recording technical procedures and solutions.
• Experience working on ticketing tools such as ServiceNow is essential.
• Certifications in AV, ITIL, Networking, Microsoft or related is a strong plus.

Qualifications

• Bachelors degree (BE/B.Tech)/Engineering graduates
• 3-4 years of experience in technology and end-user support, or a similar technology support role.
• Prior experience in a customer-facing or client service environment is highly preferred.
• Excellent verbal and written communication skills, with the ability to interact confidently with users at all organizational levels.
• Ability to work effectively under pressure and manage multiple priorities.
• High level of professionalism, discretion, and commitment to maintaining confidentiality.
• Willingness to work flexible hours, including shifts, weekends, and outside standard business hours as needed.