AV Service Desk Support Specialist



Job Description:Care Service Desk Support Managed Service ClientsPrimary contact for inbound service requests via email and phone between 8:30-5:00pm, Monday to FridayPerform level 1 and 2 troubleshooting to assist clients with solving service ticketsFor issues that require advanced level 2 or level 3 support, obtain sufficient information to efficiently escalate the service ticketEngage internal or vendor resources as required to effectively handle client requirements. Track status of the ticket to ensure effective resolution and client satisfaction.Process RMAs for the support teamSchedule on-site service calls through coordination of internal resources and client availability. Create workorders in ConnectWise for all service calls and follow up to ensure effective resolution.In urgent cases, execute on-site service calls to meet SLA requirementsManage service ticket database, including initiation of the ticket, adding service notes, merging, separating, and closing ticketsReview service ticket 4D report and ensure completeness before ticket close outParticipate in Care meetings providing insights on the open ticket backlog and escalating challenging tickets Proactive Client MonitoringMonitor the Pivot dashboard (pivot is an AV Service Management Platform) and review all alertsProactively action alerts by following the troubleshooting process and/or escalating tickets as required Ad Hoc Service RequestsProvide clients with quotations for service work and follow up for sign offSchedule on service calls through coordination of internal resources and client availabilityClose out ad hoc service and provide summary of final ticket work for accurate invoicing Service Admin Client OnboardingCoordinate with the Client Success Specialist to review the SLA Agreements for all new Care and Pivot clientsProactively identify key contacts within Care clients and send an introduction Preventative MaintenanceSupport the PM team leader, as required, in executing preventative maintenance including remote and on-site support Event SupportRespond to event support requests via phone and emailSchedule resources for event support and maintain the event calendarProvide on-site event support operating the installed AV system, as required, to support client meetingsFollow up with clients to collect feedback from events Skills and ExperienceDegree from a recognized College or UniversityMinimum 3 years of experience providing Helpdesk or Technical SupportExperience with commercial AV and/or UC platforms (Webex, Teams, Zoom) an assetStrong technical troubleshooting skills with the ability to learn new concepts quicklyRefined written and verbal communication skillsCollaborative mindset You share hitplay’s Values:Be user centeredWork SmartBe accountable and committed to improvementBe a great Team PlayerCompany Description:An innovative systems design and integration company, focused on creating simple, reliable communication solutions for teamwork.

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