Engineer, Technical Support

Found in: Resume Library US A2 - 7 days ago

Dearborn Michigan, United States AVI-SPL Full time
Description:
Job Summary

The Technical Support Engineer is responsible for delivering remote technical support of Pro A/V and Video Teleconferencing solutions to customers and serving as an escalation point for other technical and non-technical team members alike. The Technical Support Engineer can be either the initial or secondary contact point for AVI-SPL customers both internal and external.

 

Essential Duties and Responsibilities
-Ensure customers are receiving prompt and efficient technical support of ProAV and Video Conferencing solutions.
- Handle and respond to inbound phone calls email inquiries and escalations from Technical Support Representatives.
- Participate in On-site dispatching technical troubleshooting and case remediation
- Maintain case load while managing other common tasks including but not limited to: Triage/root cause analysis,Dispatching field technicians. ordering parts/ issuing RMA's
- Troubleshoot document and issue remediation methodologies for contracted and T&M-based clients
- Provide client support to users in the operations and configuration of videoconferencing systems
- Participate as needed in prescribed training curriculum
- Follow up on open issues with escalation groups to provide feedback to customer
- Obtain/maintain industry/manufacturer hardware certifications as required

Other duties assigned as needed

Skills and Abilities
- Communicate and interact with internal employees clients and colleagues in a professional and timely manner
- Self-starter capable of working independently and ensuring to meet deadlines
- Excellent communication and interpersonal skills both verbal and written
- Ability to balance multiple tasks with changing priorities
- Excellent structured problem-solving skills
- Demonstrate time management skills with attention to detail
- Ability to troubleshoot basic AV and Video Teleconferencing issues

-Knowledege of networking principles and protocols

Education and/or Experience
- High School Diploma or equivalent is required
- Formal education in Electronics or related field preferred
- Minimum 2-3 years AV/Teleconferencing experience preferred
- Minimum 2 years customer service experience
- Demonstrated knowledge of Video Teleconferencing endpoints and infrastructure

-Understanding of live event production

- Knowledge of ProAV solutions

Working Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

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