Position Description: In this technically savvy role, you will provide onsite technical assistance for our customers in the NY Metro area for reported trouble tickets. In this role you will provide in-depth onsite support to identify the root cause of any issues and implement a fix or plan to resolution and provide detailed reports documenting all steps taken while on site.
Troubleshooting
- Responsible for onsite troubleshooting and repair of issues that cannot be resolved by the IVCi Support Desk’s remote Team.
- Responsible for the onsite diagnosis of video conferencing issues including integrated applications such as Webex, Teams, and Zoom.
- Required to coordinate complex problems to resolution by utilizing various resources such as vendors; manufacturers; internal technicians and documentation.
- Determine if hardware is an issue and if RMA may be required.
- Assist with In House remote diagnostic support / trouble ticket resolution.
- Ability to utilize As Built Drawings to assist in systematic troubleshooting.
Customer Service
- Provide pleasant and courteous service during all customer calls.
- Perform Preventative maintenance on Audio Visual rooms.
- Responsible for prepping on sites by researching drawings; case notes and financial requirements for the job (Time and Material requirements, etc.).
- Responsible for post mortem reporting – follow up activities; root cause analysis and financial information (hours spent; travel time; etc.).
- Responsible for preparing and distributing site reports for work done and reporting back to the ticket owner status and future activities. Summary of secondary job functions.
- Process customer repair requests by coordinating with vendors and manufacturers. Technical support & “return merchandise authorizations” (RMA’s)
- Responsible for the timely closure of all problems assigned to you by the helpdesk.
- Maintain documentation that assists the technical support group. This will include maintenance of troubleshooting scripts as well as general documentation.
Flexibility
- Teamwork and cooperation are required.
- Must be willing to openly accept new tasks.
- Some occasional off hours work may be required as needed.
- Some travel outside of the Metropolitan Area may be required.
