On Site AV Tech

ID: 598865
Type: Contract
Location: Roseland, NJ
Contact Email: abruno@judge.com
Salary: Open
Our client is currently seeking a On Site AV Tech 
Contract to hire 

In this technically savvy role, you will provide onsite technical assistance for our customers in the NY Metro area for reported trouble tickets.  In this role you will provide in-depth onsite support to Level 1 & Level 2 tech support as well as monitor events, and perform preventative maintenance. You will also perform the following duties:
Troubleshooting
Responsible for onsite troubleshooting and repair of issues that cannot be resolved by the Support Desk.
Responsible for the onsite diagnosis of video conferencing implementations.
Required to coordinate complex problems to resolution by utilizing various resources such as vendors; manufacturers; internal technicians and documentation.
In House remote diagnostic support / trouble ticket resolution.
Customer Service
Provide pleasant and courteous service during all customer calls.
Perform Preventative maintenance on Audio Visual rooms.
Responsible for prepping on sites by researching drawings; case notes and financial requirements for the job (Time and Material requirements, etc.).
Responsible for reporting – follow up activities; root cause analysis and financial information (hours spent; travel time; etc.).
Responsible for preparing and distributing site reports for work done and reporting back to the ticket owner status and future activities. Summary of secondary job functions.
Process customer repair requests by coordinating with vendors and manufacturers. Technical support & “return merchandise authorizations” (RMA’s)
Responsible for the timely closure of all problems assigned to you by the helpdesk.
Maintain documentation that assists the technical support group.  This will include maintenance of troubleshooting scripts as well as general documentation.
Some occasional off hours work may be required as needed.
Some travel outside of the Metropolitan Area will be required.
 
Other Duties
Occasionally back-filling roles due to over booking, vacation or back log on projects with occasional work off hours. This is purely as escalation policy would dictate.
Assist with time and materials on-site visits for non-trouble related activities.  This can include call monitoring.
Customer/ Training and Support.
Provide 2nd Level phone troubleshooting with vendors at remote locations as well as escalated calls within the helpdesk.
Qualifications: 
Strongly focused on customer service and the customer experience. As the ideal candidate, you not only need to have a strong technical background in Audio / Visual and Video Conferencing but also a strong focus on customer service and the ability to go above and beyond. We will also rely on you to possess the following:
Strong and proven background providing excellent customer service.
Proficiency with all Microsoft Office products.
Strong multitasking skills.
Quick learner.
Competitive personality.
Flexibility and adaptability.
Ability to self-prioritize tasks.
Excellent organizational skills and initiative are preferred as often work is done independently.
Composure under pressure is necessary.
Tandberg / Cisco Certified.
Strong understanding of Video Conferencing.
Strong understanding of Audio-Video essentials.
CTS Certification.
Solid background in Technical Support.
Must be a teamwork oriented individual.
Good interpersonal skills as communication will be required.
Strong understanding of Audio-Video essentials.
Understanding of control systems such as AMX and Crestron.
Some programming experience with control systems.
Personal vehicle and valid / clean driver’s license is required







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