Onsite AV Support Technician
Location
Long Island City, NY | United States
Job description
WHO WE ARE
AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.
Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.
WHAT YOU’LL DO
The Onsite Support Technician will work in partnership with the customer, management team, global helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.
Qualifications
- High energy and personable individual who excels at establishing relationships
- Effective communicator (written and verbal) that can interact with employees, clients, and colleagues at all levels
- Critical thinker who can break down complex problems
- Creative problem-solver who is levelheaded in times of crisis and chaos
- Able to set priorities and manage time efficiently
- Agile and independent approach to work with a “can-do” attitude
- Has an interest in technology and is willing to learn
Essential Duties and Responsibilities
- Zoom and Microsoft Teams Support experience preferred
- 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 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
- 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
- Keep certifications updated (as applicable & with Management approval)
- Other duties assigned as needed
Education and/or Experience
- Minimum high school diploma or equivalent. College degree preferred
- Exposure to various forms of web-based platforms (Zoom and Microsoft Teams preferred)
- Service Now experience a plus
Basic understanding of AV equipment
Job tags
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