Pre-Sales and Technical Support

Pre-Sales and Technical Support Executive

Key Responsibilities:

Pre-Sales Support:

• Collaborate with the sales team to understand customer requirements and propose appropriate KVM/AV solutions.
• Prepare and deliver technical presentations and product demonstrations to prospective clients.
• Provide solution design, BoQ (Bill of Quantity), and proposal support for tenders or enterprise projects.
• Assist with product positioning and ROI justification in customer meetings.

Technical Support:

• Offer Level 1 and Level 2 support for KVM and AV solutions to partners and customers.
• Troubleshoot hardware, firmware, and connectivity issues (USB, HDMI, DisplayPort, LAN, etc.).
• Guide customers through installation, configuration, and integration.
• Handle support tickets, calls, and emails in a timely and professional manner.

Product Expertise & Enablement:

• Maintain in-depth knowledge of the company’s KVM, AV over IP, and control system products.
• Conduct training sessions and webinars for channel partners, system integrators, and internal staff.
• Gather and relay customer feedback to product and sales teams for continual improvement.

Qualifications & Skills:

• Bachelor’s degree or diploma in Electronics, IT, Computer Engineering, or a related field.
• 2–5 years of experience in pre-sales, system integration, or technical support in the IT/AV industry.
• Strong understanding of networking basics (IP addressing, TCP/IP, VLANs) and AV signal types.
• Experience with KVM systems, control room infrastructure, or Pro AV solutions is highly desirable.
• Excellent communication and interpersonal skills.
• Ability to explain complex technical information to a non-technical audience.
• Willingness to travel for customer meetings, installations, or training sessions.

Preferred Certifications (optional):

• CompTIA Network+ / A+
• CCNA
• AVIXA CTS
• ITIL Foundation