AV Subject Matter Expert Team Lead

Role:  AV Subject Matter Expert (SME) Team Lead

Location: Pune, India (based on client site 5 days per week)

Salary: Negotiable (Dependent on experience), plus company benefits

Shifts: Rotational Shifts:

Shift I - 6 AM to 3 PM

Shift 2 - 9 AM - 6 PM

Shift 3 - 10 AM -7 PM

Sunday (Night) - 10 PM - 7 AM

Kinly is a unified global leader in collaboration, systems integration, and managed services. We focus on transforming workspaces, simplifying complexity, and empowering people. Our in-house expertise includes AI-powered room monitoring, 24/7 support, and a unique enterprise service layer, enabling us to operate with even greater agility, efficiency, and precision.

As one of our major clients continues to expand and require additional services from Kinly, we now have an opportunity for an experienced SME to lead a team responsible for managing and troubleshooting technical support requests for Crestron, QSC, Appspace, Vbrick, Cisco, and Microsoft Teams Room (MTR) systems.

You’ll combine hands-on support with leadership, ensuring tickets are resolved efficiently while guiding on-site engineers for physical troubleshooting when needed. This role is crucial for developing expertise within the team, streamlining support workflows, and enhancing user experiences across various AV platforms. You will play a pivotal role in ensuring Kinly’s global service standards are exhibited in your, and the team’s daily operations.

Key responsibilities:

Team Leadership

• Guide a team of AV SMEs, supporting complex technical cases and ensuring timely resolution of tickets.

• Mentor team members, promoting skills growth and technical knowledge

• Organize shifts to ensure client support, balancing workload effectively among team members

• Act as the primary contact for client escalations and high-priority issues, providing clear updates and solutions

• Collaborate with network engineers, vendors, and stakeholders to resolve any recurring issues.

• Review performance with client, documenting improvements and areas for ongoing optimization

• Provide advanced remote troubleshooting and diagnostic support for AV systems

• Conduct regular quality checks on service tickets, ensuring high standards and consistency

• Develop troubleshooting guides, FAQs, and training materials to support ongoing team development

• Lead workshops to keep the team updated on the latest tools, firmware updates, and AV technologies

PLATFORM-SPECIFIC RESPONSIBILITIES

Crestron

• Use Crestron Toolbox to perform remote diagnostics, manage configurations, and troubleshoot control issues

• Guide the team in using tools such as SMPL Debugger, Text Console, DM Tool, System Info, Package Update Tool, and Device Discovery Tool

• Oversee system programming and firmware updates, ensuring Crestron devices like control panels, processors, and switchers are up-to-date and functional

QSC Q-SYS

• Monitor and troubleshoot audio signal flow and DSP/network issues within QSC systems using Q-SYS Designer Software

• Address network issues like IP conflicts and VLAN configurations and provide remote support

• Manage firmware updates on Q-SYS Core processors, coordinating with on-site engineers for any necessary physical intervention

• Support content management troubleshooting, including signage playback errors and content scheduling

• Remotely configure Appspace accounts, manage user access, and ensure display integration with network sources

Vbrick

• Provide support for live and on-demand video streaming, resolving issues related to buffering, playback, and stream distribution

• Configure Vbrick systems for efficient content delivery, monitor live streams, and troubleshoot encoder settings

Cisco Systems

• Configure and troubleshoot Cisco endpoints, codecs, and touch panels to ensure optimal video/audio quality

• Manage network and SIP integration issues within Cisco Webex Rooms and resolve video/audio routing concerns

• Maintain firmware on Cisco devices, coordinating with on-site engineers

Microsoft Teams Rooms (MTR)

• Remotely troubleshoot MTR devices, including displays, cameras, and peripherals, ensuring seamless integration

• Resolve issues with call quality, device connectivity, and meeting compatibility with other AV equipment

• Utilize the Microsoft Teams Room Pro Management portal and MTR Admin Center to manage devices effectively

Skills and experience: 

• Experience: 5+ years in AV technical support, with at least 2 years in a team lead role

• Technical Skills: Advanced knowledge of Crestron, Q-SYS, Appspace, Vbrick, Cisco, and MTR systems, covering control, audio, video, and network integration

• Leadership Skills: Proven ability to manage and mentor technical teams, with a focus on performance improvement

• Problem-Solving: Strong troubleshooting skills for complex hardware, software, and network issues across AV platforms

• Communication: Ability to clearly explain technical details to team members, clients, and stakeholders

• Certifications: CTS, Crestron, QSC, or Microsoft certifications are preferred

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please email jobs@kinly.com outlining your requirements.

Equal Opportunities:

At Kinly, we are unified by a commitment to providing a working environment that is as inclusive, responsible and welcoming as possible for all our teams and prospective employees. We provide equal employment where all applicants are encouraged to apply, regardless of sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other protected characteristics. We want you to bring your true self to work and provide you with a workplace where you can thrive. We welcome your application and look forward to seeing you at Kinly soon.