A/V Technical Support Representative (Onsite - Hauppauge, NY)

Audio Visual Technical Support Representative 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. JOB SUMMARY 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. ROLE AND RESPONSIBILITIES

• Responsible for troubleshooting of technical 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.
• 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. 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
• Perform video test calls with clients as requested.
• Provide Customer/ IVCi Training and Support as required

Do you have experience in Zoom?, * Teamwork and cooperation

• Must be willing to openly accept new tasks
• Flexibility and ability to multitask
• Holiday shifts occasionally required
• Other duties up to and including, but not limited to, occasional backfilling of roles, vacation coverage, project work, off-hours work as needed and required.

PREFERRED SKILLS, BEHAVIORS, AND 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