The SME will be the primary technical support contact for clients in the support of the delivered systems within the Global Service’s team. Managing our client’s global estate information remotely and locally, to maintain maximum reliability, serviceability, and efficiency in all areas of support.
The SME will be the main client contact specialising in supporting the client AV estate, understanding internal client processes and maintaining strong operational relationships.
ROLE AND RESPONSIBILITIES
SME Service and Support:
To provide in depth troubleshooting, often remotely and provide user support for any reported service issues
Provide user-training to the end client and support teams in the best practice of system use and support scenarios
Fault finding of audio visual and video conferencing systems to a high level, under pressure.
Excellent technical knowledge of AV & VC equipment from all major brands. (Cisco/Crestron/Extron/Poly/Logi and various others)
Codec configurations, provisioning systems on VC infrastructure (i.e. TMS, Microsoft Teams Room,), phonebook creation
Code uploading to Crestron devices (panel, processor, x-panel, server)
Configuration and fault finding of Digital Sound Processors (DSP) such as Q-Sys, Biamp and Clearone, Shure.
Support of IPTV systems, Digital Signage & Satellite systems from OneLan, Tripleplay, Exterity and MediaStar.
Good understanding of computer software and hardware systems.
Networking knowledge to fault find audio and video conference networks. e.g. Dante audio and Multicast video streams.
Understanding both digital/analogue audio and video signals e.g. HDMI, Display Port, DVI Component, and Composite.
Communication with local and global teams to assist in fault resolution
Attend regular meetings to improve the service globally
Ability to carry out site surveys if required and spot potential problems (surfaces, flooring, cabling)
Ability to read and work to schematic drawings
System Development and reporting of client feedback
Ability to build relationships and work closely with vendors
Educating local onsite teams when required
Communicating with Video Specialists (Manufacturers, client and Kinly)
Maintaining strong relationships and good lines of communication with the client’s management team
Creation of documentation (Troubleshooting guide, user guides)
SME Commissioning Quality Assurance:
To assist the commissioning contact, either remotely or onsite, to ensure that systems are installed to our strict commissioning guidelines and policies and within the specified timeframe.
Working with design CAD Schematics, ensuring systems are installed and working at optimum levels and to client expectations
Attending internal handover meetings to gain visibility of Global Services client projects and provide input into designs and support considerations
Complete Site Acceptance Testing (SAT) at client’s site which includes final adjustment of system prior to handover to client.
Support Project Manager in the successful delivery of projects.
Liaise with suppliers and manufacturers to ensure technical knowledge is gained to successfully deliver projects
Ensuring project information is accurately captured and stored correctly on our streamlined online tools.
Feeding into a continuous improvement process for future system and service development.