Executive/Manager – Helpdesk, Installation & Vendor Management (IFPD & AV Solutions)

We are looking for a technically skilled and customer-focused professional to manage helpdesk support, on-site installations, and vendor coordination for Interactive Flat Panel Displays (IFPD) and AV solutions deployed across client sites/schools. This role is critical to ensuring smooth product deployment, minimal downtime, and strong after-sales service.Key ResponsibilitiesHelpdesk & Technical SupportManage and resolve support tickets related to IFPD, AV systems, projectors, sound systems, and connected peripheralsProvide first-level and second-level troubleshooting (hardware, software, connectivity issues)Maintain SLA-based response and resolution timelinesEscalate unresolved issues to OEM/vendor technical teams and track closureMaintain a ticketing/CRM log of all issues, resolutions, and recurring problemsInstallation & DeploymentPlan and oversee installation of IFPDs, AV equipment, and interactive learning solutions at client/school sitesCoordinate site readiness (power, mounting, networking) prior to installationEnsure installations follow technical and safety standardsConduct post-installation testing, calibration, and user orientation/demoPrepare installation checklists, sign-off documents, and handover reportsVendor ManagementIdentify, evaluate, and onboard vendors for IFPD, AV equipment, mounting hardware, and installation servicesNegotiate pricing, AMC (Annual Maintenance Contract) terms, and warranty conditionsMonitor vendor performance (turnaround time, quality, compliance)Manage spare parts inventory and replacement processes with vendorsEnsure timely renewal of AMCs and warranty documentationDocumentation & ReportingMaintain asset inventory (serial numbers, warranty status, AMC coverage) for all installed devicesPrepare periodic reports on ticket volumes, resolution TAT, installation status, and vendor performanceDocument SOPs for installation, troubleshooting, and escalation processesCoordinationLiaise with sales/business teams for new deployment schedulesCoordinate with school/client IT staff for smooth on-ground supportTrain end-users (teachers/staff) on basic usage and troubleshooting of IFPD/AV systemsRequired QualificationsDiploma/Bachelor's in Electronics, IT, Computer Science, or related field3+ years of experience in AV/IT hardware support, installation, or vendor coordinationHands-on experience with IFPDs, projectors, sound systems, OPS modules, and related AV peripheralsWorking knowledge of networking basics (LAN, Wi-Fi connectivity for smart devices)Experience with ticketing tools/CRM systems