The posting
Job Description
Roles & Responsibilities:
Provide Customer with overview of installation activity, site-specific information and access to appropriate contacts.
Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures.
Provide software service, pre- sales, post-sales or service delivery support.
Deliver services, including customized services to large enterprise, complex or corporate accounts.
Use proactive monitoring procedures/tools to identify problem prevention opportunities.
Work closely with internal Service Desk teams to support Tier 1, real-time collaboration, conference centers, and events teams.
Partnering with internal stakeholders such as facilities management to assemble materials, time estimates, and deadlines for projects. Must be able to determine equipment quantities, and labor to complete installation according to expectations and monitor break/fix completion and accuracy
Assist engineers in coordination of technical support for events and departmental operations. Provide technical support to client before, during and after events. Serve as technical consultant to client and staff.
Set up, repair and upgrade AV equipment throughout large corporate campus and sales sites.
Provide customer service and specific AV assistance to customers including AV troubleshooting and operational assistance
Act as subject matter expert in technical support field
Provide efficiency recommendations when immediate problems arise
Provide in-depth Break/Fix AV maintenance
Maintain pooled equipment inventory for on and off-site project support
Maintain robust maintenance logs
Assist in maintenance and repair of AV equipment through third party vendor relationships
Provide timely and descriptive reports of equipment malfunction
Provide timely and descriptive reports of equipment repair, mitigation and work arounds
Maintain neat appearance of AV cables and equipment
Input data for metrics tracking including daily work ticketing system
Serve as contact between customers, vendors, and internal staff for day-to-day event operations
Work with Service Desk to communicate room requirements and changes as they arise
Provide statistics and track services provided
Maintain conference rooms database containing specifications, digital images, room directions (print and electronic versions), audio visual capabilities, standard room set up and peripheral inventory
Inspect and maintain appearance/functionality of conference rooms for quality assurance and also responsible for facilitating work order escalations
Monitor room usage
Assist with storing deliveries and equipment
Communicate daily with Service Desk to ensure all needs are being met
Foster working relationships with all service-related vendors. (internal and external)
Coordinate and track service of inventory through repair vendors (RMA process)
Suggest equipment and software to management to enhance efficiencies
Provide support to clients and staff in diagnosis and resolution of AV-related problems
Risk reporting
Innovation reporting
Give direction to other hourly staff in execution of their duties according to established standards
Research and recommend new equipment purchases
Advise staff in event planning with regard to appropriate equipment use
Assist the Manager in inventory maintenance and the technical coordination of events
Ensure appropriate paperwork flow and work assignment
Establish new process and guidelines for maintaining support
Training and Mentoring of operations staff.
Requirements:
Ability to configure, evaluate, upgrade, repair, test and troubleshoot quickly under pressure
Capable of creating and maintaining documents and tracking logs, conduct preventive maintenance and enhance the overall activities for conference rooms and shared spaces technology equipment and systems.
Strong attention to detail and accuracy
Ability to multitask
Process management skills
Excellent verbal and written skills
Ability to function in a fast-paced deadline-oriented environment
Professional demeanor
Ability to adapt quickly to a changing environment and flexible workload
Independent, self-motivated worker
Excellent time management skills
Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
Thorough knowledge of administrative or technical practices Proficient Field Technical Support skill set.
Knowledge of assigned company hardware system platforms.
Familiar with networking and all supported operating system platforms (i.e. Windows 10, Mac, Android, company- UX, Linux, etc.)
Knowledge of high availability system environments.
Strong communication skills both verbal and written.
Strong Customer relationship building skills Ability to manage complex Customer problems.
Ability to perform while under high-pressure situations.
Project management, analysis, communication, scheduling, controlling, and presentation skills.
Good teamwork with peers and company personnel.
Demonstrate consistent, acceptable performance of all business fundamentals.
Knowledge of portfolio of services.
Basic knowledge of change management process and tools available.
Build great working relationships among colleagues and customers based on our customer Service Level Agreements (SLAs). When issues come up, your job is to respond them by either handling them, or by pulling in the proper associate, team member, or manager who can.
Perform maintenance repair and system overhauls as a matter of routine (like modular swaps and unit replacements). Youll surely always be on the lookout for preventative measures you can take to correct any and all technical problems before they happen.
Capture customer information so that we can complete any invoicing, as well as stay in contact to ensure were providing the best possible service.
Basic electronic skills, and some specific hardware and operating system familiarity
Working knowledge of Microsoft 365, Microsoft Teams
Knowledge of systems architecture, database management systems, and network and systems management systems
Must be a local candidate (this position is not eligible for paid relocation)
Must be authorized to work in the U.S.
US Candidates must be at least 21 years of age
Must have a valid driver's license, reliable transportation and driving record that satisfies NCR fleet requirements
Must pass the Companys background check requirements, including credit check, criminal, driving record, and drug screen
Ability to perform essential functions of the job with or without a reasonable accommodation for a disability or based on religion
Essential functions of this position include prolonged travel with driving up to approximately 8 hours per day, rotating shifts, carrying and lifting tools and parts weighting up to 50 lbs., and bending, squatting, walking, standing and/or sitting for prolonged periods of time
Working experience supporting customers PC and/or AV environments with an interest in learning more
Minimum Vocational/Diploma/ Associate Degree (technical field) with 3-5 years of working experience in related fields or Degree holder with 2-4 years relevant working experience
Advanced Troubleshooting skills
o AV software applications
o PC software functions
o Networking interfaces
Experience loading code for
o Crestron processors
o Crestron DM
o Digital Signal Processors
o IP Phones
