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  • ID
    #42221931
  • Job type
    Permanent
  • Salary
    $DOE
  • Source
    Lorven Technologies, Inc.
  • Date
    2022-06-02
  • Deadline
    2022-08-01

Job Role: User\Onsite Support Technician Location: San Francisco, CA Onsite Presence Required Duration: 6 Months Job Summary: Audio Visual technical resource to support the requirements of the Applied Information Exchange (AIE) based in the Client San Francisco office. Resource will work with new and existing technologies to help define, design and build a world class cutting edge environment to support the AIE and its activities. Will serve as the technology point person for the local AIE A/V solutions and will directly partner with the AIE leader. When not directly supporting the AIE and its activities the resource may support A/V technologies in the Americas region. Key Competencies

  • Audio Visual equipment like Polycom, Cisco, MS Surface Hub, and other presentation technologies
  • Collaboration software like MS Teams, Zoom, Cisco Webex
  • Good to have working knowledge of NDI tools, software and hardware
  • Strong Troubleshooting Skills
  • Solid understanding of the IT Service Management concepts such as SLA, OLA, MTTR, ITIL
  • Experience in handling tickets on a Ticket Management tool and Asset Management Systems such as
  • BMC Remedy / HP IT Service Manager / Service Now
  • Open to work in flexible shifts with a 2-hour start and end time frame
  • Take complete ownership of the tasks at hand and adhere to agreed timelines
Essential Responsibilities and Duties: Technician must be present at assigned location daily during business hours.
  • Onsite Support for all AV related equipment, incidents and activities
  • Special events coverage pre/post regular work hours
  • Provides second-line investigation and diagnosis
  • Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
  • Escalates unresolved incidents/service requests within agreed timescales
  • Logs relevant incident/service request details per help desk procedures
  • Communicates with the leads and managers regarding incident progress
  • Ensures tickets are always updated until issues are resolved
  • Complies with global IT policies
  • Liaises with Client IT support groups and 3rd party providers when necessary
  • Performs installation, customization of AV hardware as required
  • Performs IMAC (Install, Move, Add and Change)
  • Conducts hardware and software maintenance and support
  • Troubleshoots and resolves AV incidents and/or VIP requests
  • Manage onsite and remote end user training on use of audio visual equipment and services
  • Support for various ad-hoc initiatives/projects/audits and asset inventory related to AV
  • Creates/maintains process documentation where required
  • Audio Visual hardware/software setup, installation, configuration, upgrades, monitoring, and troubleshooting
Qualifications: Minimum Education: 2 year Degree in Computer Sciences or another relevant field 3-5 years experience preferred Behavior:
  • Fluent in English (spoken and written)
  • Willingness to work flexible hours when needed
  • Initiative
  • Ability to write technical support documentation a plus
  • Excellent customer interface skills
  • Good interpersonal communication skills
  • Understanding of customer satisfaction principles and practices
  • Team player
  • Ability to work under pressure
  • Good organizational and time management skills
  • Good analytical and problem-solving skills
  • Maintains strong attention to detail in high-pressure situations
  • Strong communications skills, both written and oral

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