Candidates interested in the job should understand A.V. hardware and software well, but it is optional. However, they should showcase their ability to learn and expand their skill set quickly and efficiently. In addition, the candidate must communicate effectively in writing as they will be required to escalate calls to senior technical resolver teams. Problem-solving skills are also imperative, including the ability to troubleshoot and resolve technical issues systematically and methodically.
Job Description:
- The ability to convey complex technical information in a clear, concise, and understandable manner is crucial.
- Able to interact warmly and efficiently with customers and have excellent written communication skills and customer service experience.
- Support colleagues and work closely with 2nd and 3rd line teams when escalations may be required.
- Handle AV-related incidents and service requests received via our phone support.
- Log and resolve service requests and incidents via various platforms like Outlook, Cherwell, MS Teams, and the Access database.
- Able to diagnose and fix hardware and software issues related to AV equipment. Some IT knowledge would be advantageous.
- Detailed and disciplined approach to documenting incidents and service requests on the various platforms used by the team.
- A willingness to work outside of standard hours is required.