Technical Support Representative

Job Description

Job Summary

The Technical Support Representative (TSR) role is to provide technical support within the team. The TSR will provide service support for clients with the end goal of restoring functionality to client assets while delivering a world-class customer service experience. The role is also responsible for investigating, resolving, or escalating incidents as required. This position will act as the front line of support utilizing remote monitoring and management applications. They will help establish a Center of Excellence focused on the resolution of incidents detected through remote monitoring to drive uptime and adoption of managed devices within customer environments.

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 ProAV, Video Conferencing, and Unified Communication solutions.
• Develop core technical competency across key monitoring platforms and devices.
• Quickly and effectively respond to incidents detected by automated monitoring system.
• Respond promptly to customer inquiries and document interactions.
• Participate as needed in prescribed training curricula.
• Follow up on open issues with escalation groups to provide feedback to customer.
• Keep certifications updated (as applicable and with Management approval).
• Responsible for level 1 remote support of to multimedia estate.
• Escalate all incidents to the onsite maintenance teams where required.
• Perform remote troubleshooting for other locations globally.
• Perform remote checkouts and RFB tests following system updates.
• Work with other internal teams to co-ordinate rfb checks following updates to Infrastructure.
• Execute firmware and software upgrades of Multimedia equipment.
• Problem incident queue management.

Education/Experience

• High school diploma or equivalent; college degree preferred.
• Minimum 2 years experience in the Audio/Visual or IT support industry.

Skills and Competencies

• Fluent in English- Excellent verbal and written communication skills.
• Able to perform routine Testing and problem diagnosis for Audio Visual Technologies.
• Edit software code using audio mixer software to calibrate digital signal processor technology and eliminate echo and feedback.
• Ability to read and utilize blueprints and audio/video flow diagrams.
• Perform network troubleshooting to diagnose static and dynamic IP addresses.
• Report any service impacting event immediately to the client.
• Promoting and driving team collaboration.

More Info

Education