Technical Support Representative

Job Description

As a Technical Support Representative (TSR) at our company, your role will involve providing technical support to clients with the objective of restoring functionality to client assets while ensuring a top-notch customer service experience. You will serve as the frontline support utilizing remote monitoring and management applications, contributing to the establishment of a Center of Excellence that focuses on resolving incidents detected through remote monitoring to enhance uptime and adoption of managed devices within customer environments.**Key Responsibilities:**- Adhere to client Service Level Agreement terms and conditions.- Maintain a positive, empathetic, and professional attitude towards customers.- Provide prompt and efficient technical support for ProAV, Video Conferencing, and Unified Communication solutions.- Develop technical competency across key monitoring platforms and devices.- Respond swiftly and effectively to incidents detected by automated monitoring systems.- Document customer interactions and respond promptly to inquiries.- Engage in prescribed training curricula as necessary.- Collaborate with escalation groups to follow up on open issues and provide customer feedback.- Ensure certifications are up to date with management approval.- Provide level 1 remote support for multimedia estate.- Escalate incidents to onsite maintenance teams when required.- Conduct remote troubleshooting for global locations.- Perform remote checkouts and RFB tests post system updates.- Coordinate RFB checks with internal teams following infrastructure updates.- Execute firmware and software upgrades for Multimedia equipment.- Manage problem incident queue effectively.**Qualifications Required:**- High school diploma or equivalent; college degree preferred.- Minimum of 2 years experience in the Audio/Visual or IT support industry.- Proficiency in English with excellent verbal and written communication skills.- Ability to perform routine testing and problem diagnosis for Audio Visual Technologies.- Experience in editing software code using audio mixer software for technology calibration.- Familiarity with reading and utilizing blueprints and audio/video flow diagrams.- Competence in network troubleshooting for static and dynamic IP addresses.- Immediate reporting of any service impacting event to the client.- Capability to promote and drive team collaboration.At AVI-SPL, we are committed to providing equal opportunities and fostering a diverse and inclusive workplace. We value individuals with various backgrounds and experiences and are an Equal Opportunity/Affirmative Action Employer. Join us in our mission to deliver exceptional service while promoting teamwork and collaboration. As a Technical Support Representative (TSR) at our company, your role will involve providing technical support to clients with the objective of restoring functionality to client assets while ensuring a top-notch customer service experience. You will serve as the frontline support utilizing remote monitoring and management applications, contributing to the establishment of a Center of Excellence that focuses on resolving incidents detected through remote monitoring to enhance uptime and adoption of managed devices within customer environments.**Key Responsibilities:**- Adhere to client Service Level Agreement terms and conditions.- Maintain a positive, empathetic, and professional attitude towards customers.- Provide prompt and efficient technical support for ProAV, Video Conferencing, and Unified Communication solutions.- Develop technical competency across key monitoring platforms and devices.- Respond swiftly and effectively to incidents detected by automated monitoring systems.- Document customer interactions and respond promptly to inquiries.- Engage in prescribed training curricula as necessary.- Collaborate with escalation groups to follow up on open issues and provide customer feedback.- Ensure certifications are up to date with management approval.- Provide level 1 remote support for multimedia estate.- Escalate incidents to onsite maintenance teams when required.- Conduct remote troubleshooting for global locations.- Perform remote checkouts and RFB tests post system updates.- Coordinate RFB checks with internal teams following infrastructure updates.- Execute firmware and software upgrades for Multimedia equipment.- Manage problem incident queue effectively.**Qualifications Required:**- High school diploma or equivalent; college degree preferred.- Minimum of 2 years experience in the Audio/Visual or IT support industry.- Proficiency in English with excellent verbal and written communication skills.- Ability to perform routine testing and problem diagnosis for Audio Visual Technologies.- Experience in editing software code using audio mixer software for technology calibration.- Familiarity with reading and utilizing blueprints and audio/video flow diagrams.- C

Keyskills :
IT supportEnglishVerbal communicationWritten communicationTestingNetwork troubleshootingBlueprint readingCollaborationAudioVisualProblem diagnosis