Work youll do

- 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 current 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

- Bachelor’s 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.

📌 Support Engineer (Hyderabad)
🏢 Ifinsol Global
📍 Hyderabad