Technical Support Representative- Network/ Infrastructure

3 weeks ago

New York, United States IVCi Full time

IVCI is a leader in the Unified Communications, Collaboration and Audio-Visual Integration industries. We provide solutions to corporate, educational, and government markets across the US and the world. Our services aim at achieving client goals by focusing on the desired end user experience. As a leader in the industry, we constantly adapt to new technologies and are looking for qualified individuals to join our growing team to support our efforts.
The primary focus of the Technical Support Representative is to provide in-depth technical troubleshooting for escalated problem tickets and quick problem resolution. This individual will be part of a technical support team with a strong focus on customer service. In this role you will be responsible for troubleshooting all incidents reported to the IVCi Support Center including but not limited to the IVCi Managed Video Network, Deployed A/V and Video Conferencing equipment, Web video applications, and occasionally customer networks.

Job Duties:

Troubleshooting:

  • Responsible for troubleshooting of issues that are presented to you.
  • Responsible for the accurate logging of all activities related to customer issues. This includes keeping problem tickets accurate with current status.
  • Troubleshoot and coordinate complex problems to resolution by utilizing various resources such as vendors; manufacturers; internal technicians and documentation.
  • Responsible for the timely closure of all problems assigned to you
  • Customer Service Skills must be displayed in all client interactions.
  • Provide pleasant and courteous service during all customer calls
  • Process customer repair requests by coordinating with vendors and manufacturers. (RMA’s)
  • Required to maintain documentation that assists the technical support group. This will include maintenance of troubleshooting scripts as well as general documentation.
  • Coordination of resources for technical dispatches including Programming, Engineering and 3rd party manufacturer support
  • Maintain an accurate customer asset database
  • Customer/ IVCi Training and Support
Flexibility
  • Teamwork and cooperation are required
  • Must be willing to openly accept new tasks
  • Some occasional off hours work may be required as needed.
  • Holiday shifts occasionally required
Other duties as required from time to time by the management of IVCi to include (but not be limited to) occasionally back-filling roles due to over booking, vacation or back log on projects with occasional work off hours. This is purely as situation would dictate.

Required Qualifications:
  • Thorough understanding of leading manufacturers video and infrastructure products, to include but not limited to Polycom VSX, HDX, Group Series, RMX, RMS, Studio Series, Cisco MXP, C, E, SX, MX, DX and EX Series, TMS, MPS, Codian.
  • Ability to read as-built A/V drawings to trace and isolate reported issues.
  • Understanding of Control Systems such as Crestron and AMX.
  • Experience with DSP systems such as QSC or Biamp.
  • Thorough understanding of video networks, firewall traversal, switches and routers.
  • Previous experience installing, configuring, administrating and / or supporting this equipment.
Desired Qualifications:
  • Able to multitask and work at a fast pace.
  • Flexible and professional at all times, even under pressure
  • Good interpersonal skills as communication will be required
  • CTS Certification with a strong understanding of Audio-Video essentials
  • Polycom Partner Certification or PCVE certification or Equivalent.
  • Experience with Webex, Zoom, Teams and other conferencing applications.
  • Knowledge of Active Directory and CUCM a plus.
  • Additional industry certifications in these areas are a plus.

IVCi is an Equal Employment Opportunity Employer. We encourage veterans, seasoned professionals, and those returning to the workforce from unemployment or planned breaks to apply.

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