American Express

Service Assurance Engineer I - Event Support

Posted On

June 26, 2024

Location

Gurgaon, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

Sept. 22, 2024

Job Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Deliver a best-in-class digital servicing experience to everyone, everywhere, every day.

Site Services International are a team of problem-solvers, relationship managers, customer service experts, communicators, educators, technicians, analysts, engineers, project managers, facilitators, doers, thinkers and all-around helpful people.

Our purpose is to ensure that Amex workplace technology works seamlessly and effectively. We strive to put colleagues at the centre of everything we do by maintaining the smooth running of the tech infrastructure, removing tech-related barriers and points of friction whilst providing impeccable customer service.

Do you relentlessly pursue excellence?

We have a fantastic open role based in Gurgaon for a Service Delivery Engineer, who will support hybrid audience audio visual events (such as Town Halls and external speaker visits) in our offices, ensuring consistency in standards.

Your passion for service is critical for this role, and you must be able to engage with multiple stakeholders to successfully produce and support a smooth and polished event.

Are you up for the challenge?

Key responsibilities:

Event Coordination: Manage all Audio-Visual aspects of events, from pre-event planning to live support and post-event breakdown.
Customer Service: Provide high-level service to event organisers, presenters, and attendees, addressing any audio/video- related concerns promptly.
Communication: Communicate and coordinate with event planners, team members, and vendors effectively to ensure a seamless production
Problem-Solving: Quickly resolve any technical issues that arise before or during events to ensure a seamless experience.
Team Training: Lead and train AV support teams, ensuring they are prepared to provide excellent service during events.
Vendor Management: Work with external vendors to secure necessary equipment and services.
Co-ordinate weekly meeting room AV checks across India
Host a weekly call with Video End Point Support Team to make sure all Video End Point and Town Hall support incidents are addressed and any VEP projects have momentum.
Responsible for all incidents raised through Meeting Room Help - slack App for India

Minimum Qualifications:

Hands-on experience in a similar role
Excellent relationship-building and relationship management skills
Outstanding customer service skills
Exceptional organisational and project management skills
Experience working with internal and external technical teams to resolve technical issues.
Experience supporting Meeting Rooms, AV Events and Large-scale Town-Halls
Technical expertise in audiovisual equipment and software, including setup, operation, and troubleshooting.

In-depth knowledge of Cisco Webex software and hardware
Experience using Brightsign hardware, IPTV and Solstace software
Proficiency in Windows and MAC operating systems

Basic knowledge of corporate network topologies

Preferred Qualifications:

Bachelor's Degree in Computer Science, Information Systems, or other related field
Skilled communicator

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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