Technical Support-L2(Client Experience Specialist)

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.