The Technical Support Engineer provides frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues. This role is responsible for diagnosing, triaging, and resolving AV-related incidents across customer environments, working closely with customers, service desk teams, and field technicians. The ideal candidate is a problem-solver with a strong understanding of AV hardware, software, and unified communications platforms. They must possess excellent communication skills and the ability to work in a fast-paced environment to deliver high-quality customer support.

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. The Technical Support Engineer provides frontline remote support for audiovisual systems, ensuring timely troubleshooting and resolution of technical issues. This role is responsible for diagnosing, triaging, and resolving AV-related incidents across customer environments, working closely with customers, service desk teams, and field technicians. The ideal candidate is a problem-solver with a strong understanding of AV hardware, software, and unified communications platforms. They must possess excellent communication skills and the ability to work in a fast-paced environment to deliver high-quality customer support.

Adhere to client Service Level Agreements (SLAs) by ensuring timely response and resolution of AV and video conferencing support requests.

Deliver remote technical support for integrated AV and UCC systems, ensuring timely troubleshooting and resolution for end users and field technicians.





Triage and troubleshoot AV and UCC issues, identifying root causes and providing first-line resolution or escalating when appropriate.

Respond promptly to customer inquiries via phone, email, chat and ticketing systems, ensuring all interactions are documented thoroughly.

Manage an active case load, handling tasks such as field technician dispatch, parts ordering, and return merchandise authorizations (RMAs).

Assist with configuration and operational support for video conferencing endpoints, control systems, DSPs, and other AV equipment.

Participate in on-call rotations and scheduled support shifts, ensuring continuous technical assistance for customers.

Engage in prescribed training curricula to stay current with AV industry standards and emerging technologies.

Perform additional tasks, responsibilities, and projects needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.

Perform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.

2+ years of experience in technical support, helpdesk, or remote troubleshooting roles focused on AV and UCC technologies.

- Strong understanding of AV troubleshooting methodologies, including signal flow, hardware diagnostics, and networked AV basics.
- Experience supporting integrated AV and UCC systems,



including Crestron and Extron control platforms, software-based control solutions, and DSPs such as Biamp Tesira, Shure, QSC Q-SYS, BSS, and ClearOne. Familiarity with video conferencing solutions like Logitech Rally, Tap, and Sync, as well as Cisco and Poly endpoints.
- Basic networking knowledge, including IP-based AV systems, network connectivity troubleshooting, and VLAN configurations for AV.
- Excellent communication skills, with the ability to provide technical guidance to both technical and non-technical users.
- Ability to work independently and collaboratively in a fast-paced, remote support environment.
- Experience with ServiceNow or other ITSM platforms for ticketing and case management.

Experience with Room Booking & Scheduling Systems.

Knowledge of digital signage solutions.

Awareness of security best practices related to AV and UCC systems, including device hardening, VLAN segmentation, and encryption protocols.

Experience working with large-scale corporate AV and UCC environments, or within a managed services provider setting.

Experience with Cloud Service offerings in the AV Industry.

Medical benefits, including vision and dental

Paid holidays and PTO

Enjoyable and dynamic company culture

Training and career development opportunities

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

Work hours may vary based on client requirements and may include travel to various locations in support of the account.

📌 Technical Support Developer (REMOTE) (Gurugram)
🏢 AVI-SPL India
📍 Gurugram