Executive / Senior Executive – Customer Support

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)