Job Description: 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. 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. Provide technical support to client before, during and after events. Serve as technical consultant to client and staff.
Maintain pooled equipment inventory for on and off-site project support Maintain robust maintenance logs Provide timely and descriptive reports of equipment malfunction Provide timely and descriptive reports of equipment repair, mitigation and work arounds 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 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 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 Knowledge and Skills: 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 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. Good teamwork with peers and company personnel. Demonstrate consistent, acceptable performance of all business fundamentals. Knowledge of portfolio of services. 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). You’ll 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 we’re providing the best possible service. Basic electronic skills, and some specific hardware and operating system familiarity Working knowledge of Microsoft , Microsoft Teams Knowledge of systems architecture, database management systems, and network and systems management systems Must have a valid driver's license, reliable transportation and driving record that satisfies NCR fleet requirements Must pass the Company’s 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 People Describe You As: A fantastic communicator who does everything in your power to meet customers’ needs—someone who follows up to make sure you did the work right. A stickler for record-keeping. Which comes in handy when you’re asked to log all customer calls and activity, plus track all expenses incurred in the delivery of services (like phone calls or driving). Someone looking to tackle an intense but rewarding role. You like responsibility and are outstanding at managing everything from network faults and traffic, to configuration, security, and remote system access. An eager learner. Excited to expand knowledge and gain experience working with and supporting the latest technologies. Applicable Education and Experience: Working experience supporting customers’ PC 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 PC software functions Networking interfaces Preferable Certifications: OEM Certifications- HP, Apple, Dell, Lenovo, Toshiba, MS Able to obtain Authorized Service Provider status for Microsoft equipment under warranty A+ Certification, CompTIA, N+ Certification, PC Certified Technology Specialist (CTS) Certified Crestron Digital Media Certified (DMC-E4K) Windows, Office, Microsoft Teams/Skype for Business
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