The Job:
- Provide support services to internal employee customers with information technology incidents involving desktop, laptop, telephone, global service desk, printer, mobile devices, video conferencing, associated peripherals, and related technologies.
- Support activities can entail onsite/hands on and remote services and administration.
- Provides timely resolution of incidents, or escalation on behalf of customers, to appropriate technical personnel, and updates tickets with complete and accurate information in a timely fashion.
- Proactively analyze, troubleshoot and resolve Video Conferencing issues
- Manage and co-ordinate vendor escalations and raise trouble tickets with key service providers (Poly, AVI SPL).
- Maintain ownership and responsibility of tickets up to resolution
- Assist with upgrades within the Video Conferencing environment as required
- Perform routine system administration and maintenance on local or remote Video Conferencing equipment with no service interruptions
- Create and maintain documentation
- Collaborate and co-ordinate with various Support teams including local support, network support and windows support
Qualifications:
- High school diploma and/or GED
- Excellent interpersonal, verbal and written communication skills.
- Familiarity with both Mac and PC endpoints. Familiarity with a wide range of smart devices.
- Familiarity with common software regarding emails, word processing, web browsers, etc.
- 2+ years of relevant experience analyzing hardware, software and system's performance, providing technical support including troubleshooting to resolve problems with hardware and software applications, providing training to non- technical users and staff supervision or an equivalent combination of education and experience.
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