Project Role: Application Tech Support Practitioner

Project Role Description: Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills: Video Conferencing Infrastructure

Good to have skills: NA

Minimum 7.5 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

• Expertise in deployment, configuration, maintenance, monitoring, troubleshooting, standards and best practices of the following collaboration tools:
• Appspace, Cisco Room OS and Control Hub, Creston XIO, Exchange, Microsoft Teams Room and Admin Center, Pexip, Vyopta.
• Knowledge or understanding of managing, configuration and problem solving of the following:
• Crestron programming, Dante audio, Sennheiser audio, Service Now.
• Maintain and optimize backend software solutions for AV and video conferencing platforms, ensuring high availability and performance across thousands of endpoints.
• Perform preventive maintenance checks and services remotely on AV/UC systems, including troubleshooting, fault isolation, and routine hardware upkeep.
• Provide remote setup and operational support for virtual and in-person events, including pre-event checks, content management, and live troubleshooting.
• Knowledge of the video conferencing or collaborations devices (Microsoft Teams and Cisco VC)
• Knowledge on Deployment of new products, decommission and change requests via Service Now and internal ticketing system
• Monitor infrastructure and endpoint, Perform second/third level troubleshooting
• Perform in progress operational troubleshooting activities for collaboration room systems and infrastructure components.
• Coordinate vendors for RMA and engage with vendor on high level Troubleshooting along with users or client
• Capturing and analyzing the logs and engage the relevant teams in troubleshooting.
• Monitoring collaboration devices through remote login and conference control center.
• Carry out troubleshooting and health checks for Microsoft collaboration technologies
• Performing Firmware upgrades with the latest version as recommended or verified by architecture teams
• Assist with testing functionality of newly deployed, new code releases, and post-upgraded devices.
• Coordinate and work collaboratively with other support tiers to resolve operational issues reported.
• Flexible in working with different shifts.

Roles & Responsibilities:

• Strong technical skills (AV/IT knowledge).
• Learn new technologies.
• Results-driven and metrics-focused.
• Creative problem-solving and innovation mindset.
• Adaptability and resilience in dynamic environments.
• Professional excellence and commitment to continuous improvement.
• Service Desk Call taking profile.
• Respond to the issues reported by customer predominantly through SNOW and emails, chat, etc.
• Identify, investigate, and diagnose the issue.
• Provide resolution to customer based on in scope processes.
• Follows the incident life cycle as defined by process.
• log the incident.
• categorize and document.
• resolve or assign the incident to relevant assignment group.
• Achieve client and Accenture defined targets.

Professional & Technical Skills:

• Formal education in Electronics or a related field.
• Experience with machine learning or AI-driven monitoring tools for predictive maintenance and performance optimization.
• Familiarity with enterprise IT environments (Active Directory, network protocols, cloud services).
• Certifications such as CTS, CCNA, or ITIL.
• Experience in audiovisual integration and event planning.

Additional Information:

• The candidate should have minimum 2 years of experience in Video Conferencing Infrastructure.
• This position is based at our Gurugram office.
• A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.