L1/L2 Technical Support

Key Responsibilities:

• Provide hands-on support and troubleshooting for Audio-Visual (AV) and Video Conferencing (VC) systems, as well as end-user hardware.
• Support both Windows and macOS devices, including setup, configuration, and issue resolution.
• Assist in running meetings and webinars, and resolve L1/L2 incidents related to Virtual Event Platforms like Zoom and Teams.
• Offer technical workarounds for virtual event platform issues and troubleshoot network connectivity problems (Wi-Fi, Ethernet, VPNs).
• Diagnose and resolve hardware and software issues across a wide range of devices.
• Ensure adherence to IT security and confidentiality best practices while interacting with clients.
• Maintain accurate documentation of technical procedures and solutions for internal and client-facing reference.
• Use ticketing tools like ServiceNow to manage support requests and resolutions.
• Adhere to flexible work schedules, including weekends and non-standard business hours.