Technology Support Specialist

Job Description:
As a member of the On-site technical support team, you play a crucial role in keeping IT operations running smoothly and ensuring your customers have the support they need to effectively utilize technology in their day-to-day work. Join us and build an exceptional experience for yourself, and a better working world for all.

Audio Visual Responsibilities of an On-Site Technician:
Microsoft Surface Hubs

• Understand how to configure surface Hub settings, including display and audio settings, and network configurations.
• Ability to reset or reconfigure the device when necessary.

Crestron

• Diagnose and resolve network connectivity issues for Crestron devices, including wired and wireless connections.
• Ensure that all devices are properly connected to the network and can communicate with each other.
• Diagnose and fix audio issues, such as volume control, speaker output, and microphone functionality.
• Troubleshoot video issues, including display problems and resolution settings.

Microsoft Teams Room

• Diagnose and resolve connectivity issues for MTR’s and ensure that the system is properly connected to the internal network.
• Ability to troubleshoot issues related to the MTR’s user interface, including touch panel responsiveness and meeting controls.
• Ensure the interface is properly displaying meeting information and controls

Additional technologies to support

• Condeco, Barco Click Share, Pano, Polycom, Cisco, AV equipment (speakers, cameras, and monitors/kiosks)
• Technical Responsibilities of an On-Site technician:
• Providing support to all customers within your coverage location(s): who may be working on-site, at a client engagement or off-site

Troubleshooting and Problem solving:

• PC, MAC, application, AV, and network connectivity issues, etc.
• ServiceNow ticket management; prioritizing tickets and awareness of SLAs
• Supporting Microsoft Windows and MAC operating systems

Working knowledge of Microsoft applications:

• Outlook, Teams, OneDrive, Office365
• Asset management: shipping, receiving, tracking, and managing hardware assets from acquisition through disposal process
• Printer support (installation, configuration, relocation, and troubleshooting)
• Event and Meeting Support (may occur on-site or off-site)
• Occasional travel may be required to support other Client locations, client engagement sites, or off-site events
• Provide remote hands support while guided by our network operations team (checking ports, tracing cables, rebooting hardware, upgrading devices)
• VIP/White Glove support
• Occasional after-hour support may be required
• Interpersonal skills an On-site technician should have:
• Outstanding customer service skills
• Excellent communication skills
• Great team mentality
• Self-motivated, organized, detail oriented, ability to multi-task
• Desire to learn and build a career as unique as you are

Experience Requirements:

• 2+ years of on-site technical support experience, or degree in related discipline