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Helpdesk Technician - AV

Remote:

Full Remote

Work from:

Philippines

Offer summary

Qualifications:

Experience in audio-video systems support, Knowledge of Windows, OS X, iOS, Android, Basic to intermediate control systems functionality, Customer service experience preferred.

Key responsabilities:

Provide support for IT Audio Video products
Resolve Level 1-2 work orders and troubleshoot technical issues

Remote Staff SME https://www.remotestaff.com.au/

501 - 1000 Employees

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Job description

Status: Full-time / 40 hour per week

Schedule: Monday to Friday, 8:00 PM to 5:00 AM Manila Time

About The Client

Our client is a US-based Audio Visual Design company that offers commercial audio and video systems planning, design, & installation services to businesses in Florida and throughout the USA.

Major Duties And Responsibilities

Includes the following (other responsibilities may be assigned):

Effectively, professionally, and respectfully represents other Information Technology & Audio Video staff members, teams, and their services to the client community.
Provides support for all Information Technology & Audio Video products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
Determines the most effective manner to resolve the customer's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
Records required customer and problem information in the Work Order/Ticketing System. Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job.
Resolves Level 1-2 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
Works on HelpDesk related projects as assigned by the supervisor.
Ability to be on call on weekends and/or nights

AV Experience Required

Includes but not limited to

Crestron, Peavey, QSC, Video Wall Digital Displays (Samsung, LG, Phillips), BS, Extron, Shure, Vaddio, Just Add Power, BTX
Experience in hardware, software, network troubleshooting, basic to intermediate operating system functionality or equivalent training and/or education is necessary. Operating systems include: Windows, OS X, iOS & Android. This position also requires basic to intermediate functionality or equivalent training and/or education in Control Systems and Digital Signal Processing including but not limited to: Crestron Control Systems, Peavey Media Matrix, BSS London & Rane Digital Signal Processing. Certifications held in any of the aforementioned systems will be highly regarded. Additionally, customer service experience is preferred.
This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individuals must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.
This position involves projects and/or assignments requiring considerable decision-making authority regarding procedures, plans, and schedules. Although there are sometimes problem-solving guidelines for particular problems, there may be no existing procedures or instructions for those problems. The technician may be on their own in solving problems and determining satisfactory solutions. Ability to work independently and in a team setting is imperative.
Must be able to learn and support new and quickly-changing technologies.
Ability to be on call on weekends and/or nights
Ability to research solutions or information regarding technical issues.
Good work habits under pressure.
Familiarity with a wide range of standard office automation products.
Excellent interpersonal skills.
Detail oriented.
Must have a good command of the English language in order to provide effective phone, desk-side, and email support.
Needs the ability to use a keyboard to enter and retrieve data.
Must have good eyesight to view computer monitors and phones.