[Hiring] AV Technical Support Representative @IVCi, LLC

Role Description

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:

• IVCi Managed Video Network
• Deployed A/V and Video Conferencing equipment
• Web video applications
• Occasionally customer networks

Job Duties:

• Responsible for troubleshooting of technical issues that are presented to you.
• Accurate logging of all activities related to customer issues, including keeping problem tickets updated with current status.
• Coordinate complex problems to resolution by utilizing various resources such as vendors, manufacturers, internal technicians, and documentation.
• Timely closure of all problems assigned.
• Systematic remote troubleshooting utilizing resources to expedite isolation of root cause and determine the proper fix.
• Excellent customer service skills must be displayed in all client interactions.
• Process customer repair requests by coordinating with vendors and manufacturers (RMA's).
• Maintain documentation that assists the technical support group, including troubleshooting scripts and general documentation.
• Coordination of resources for technical dispatches including Programming, Engineering, and 3rd party manufacturer support.
• Maintain an accurate customer asset database.
• Perform video test calls with clients as requested.
• Provide Customer/IVCi Training and Support as required.

Qualifications

• Thorough understanding of leading manufacturers video and infrastructure products, including but not limited to HP/Poly G62, Group Series, RMS, Studio X Series, Cisco SX, MX, DX, EQ, Pro G2, and Infrastructure including CMS and Bridges.
• Ability to read as-built A/V drawings to trace and isolate reported issues.
• A minimum of 5 years installing or supporting A/V Systems either on site or remotely.
• Strong understanding of Control Systems such as Crestron and AMX.
• Experience with DSP systems such as ClearOne, QSC, or Biamp.
• Thorough understanding of video networks, firewall traversal, switches, and routers.
• Previous experience installing, configuring, administrating, and/or supporting this equipment.
• Any additional industry certifications in these areas are a plus.

Requirements

• Teamwork and cooperation are required.
• Must be willing to openly accept new tasks.
• Some occasional off hours work may be required.
• Flexibility and ability to multitask are important skills.
• Holiday shifts occasionally required.
• Other duties as required from time to time by the management of IVCi, including occasionally back-filling roles due to overbooking, vacation, or backlog on projects with occasional work off hours.

Desired Qualifications

• Must be 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.
• Cisco Certifications such as CCNP or CCNA.
• HP/Poly Partner Certification or PCVE certification or Equivalent.
• Experience with Webex, Zoom, Teams, and other conferencing applications.
• Knowledge of Active Directory and CUCM.
• Experience with One Beyond Camera systems.

Benefits