[Hiring] AV Technical Support Representative @IVCi

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.
• Responsible for the accurate logging of all activities related to customer issues, including keeping problem tickets accurate with current status.
• Required to 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.
• 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).
• Required to maintain documentation that assists the technical support group, including maintenance of 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 but not limited to 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.

Company Description

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 recent technologies and are looking for qualified individuals to join our growing team to support our efforts.