Job Description

Thank you for viewing this role, due to the current situation this position has been put hold. However if you are interested in this opportunity and would like to register your details with our client please apply.

This role looking for a Technical Support Engineer. The Engineer can be the initial or secondary contact point for our client’s customers contacting their Global Help Desk. The Engineer will work with the Global Help Desk to provide service support for high level customers, with the end goal of restoring functionality to important assets while delivering a world-class service experience. This position requires excellent customer service, organizational, time management, problem solving and interpersonal skills.

Essential Duties and Responsibilities:
• Adhere to client Service Level Agreement terms and conditions
• Maintain a positive, empathetic, and professional attitude towards customers
• Ensure that customers receive prompt and efficient technical support of AV and Video Conferencing solutions
• Respond promptly to customer inquiries and document interactions
• Maintain a case load while managing other common tasks, including but not limited to: triage/root cause analysis, dispatching field technicians and ordering parts/issuing return merchandise authorization
• Handle and respond to inbound phone calls, email inquiries, and escalations from Technical Support Representatives
• Participate in On-site dispatching, technical troubleshooting and case remediation
• Participate as needed in prescribed training curricula
• Follow up on open issues with escalation groups to provide feedback to customer
• Assist senior Technical Support Engineers with administrative tasks
• May need to travel to various job sites
• Provide client support to users in the operations and configuration of videoconferencing systems
• Other duties assigned as needed

Skills and Abilities
• Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
• Self-starter capable of working independently and meeting deadlines
• Excellent verbal and written communication and interpersonal skills
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Time management skills and attention to detail
• Ability to troubleshoot basic to intermediate AV and video teleconferencing issues
• Demonstrated understanding of AV room schematics as well as floor plans
• Reliable team technical resource for subject matter
• Proficient with workplace databases and tools


GOALS / OUTLOOK OF THE POSITION
• Become familiar with our clients people, processes, and internal system application
• Become familiar with our clients people, processes, and internal system applications.
• Develop an understanding of measured CSAT and NPS metrics and how the role impacts these scores

First Year Goals:
o Work on obtaining mid-level industry specific certifications
o Technical escalation point for TSR’s
o 100 hours of field labor on our clients systems
o Ability to resolve issues remotely
o Basic ITIL certification; if applicable

Education and/or experience
• High school diploma or equivalent; college degree preferred
• 2-4 years customer service experience preferred
• 2-3 years experience with Crestron, AMX, Biamp, Extron, Polycom & Cisco equipment
• Familiar with all AV cables, switchers, routers, and connectors
• Minimum of 300 hours of service field work.
• Manufacturer certifications (DMC-E, Biamp, etc.)
• Ability to read schematics

Working environment

The work environment described here is representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment, such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level is generally moderate (interoffice conversations and computers/printers).

Physical Requirements

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This position regularly requires employees to sit, walk and stand; talk and hear both in person and by telephone; and use hands repetitively to operate standard office equipment.