Technical Support Engineer

Job Title

Long Description TSE Essential Duties and Responsibilities

Ensure customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests

To act as an escalation point to the Technical Support Representatives / monitoring team and customer for their support needs and perform escalated troubleshooting and training to the customer and internal teams as needed

To work cases in the CRM. To work with the customer to gather complete detailed information to understand the issue and look to provide an immediate solution to the incident at hand

Maintain the TSE case load while managing other common tasks including but not limited to: Triage/root cause analysis, Dispatching field technicians, ordering parts/ issuing RMA's, Capture network files and logs

Validate designs, configure systems, and ensure operational readiness for new customers and services. Provide early-life support and participate in continual service improvement initiatives.

Perform all appropriate remote troubleshooting with the customer and try to resolve the issue remotely if possible

Document all actions taken and update the case

Add continuing updates to the case as it progresses

Initiate escalation & assignment of unresolved customer issues to your supervisor and to work with the Service Delivery Manager as required

Continually monitor, coordinate and follow up on progress of issue resolution and ensure all appropriate parties are kept updated

Maintain working knowledge of Audio/Video and Video Conference system operation and general configurations

Participate in ongoing training and certification programs to increasingly add to knowledge base and ability to support new or advanced technology solutions

TSE Qualifications & Skills:

MTR-Pro, Cisco Control Hub, Poly Lens, Logi Sync, Q-Sys Reflect and Yeahlink operational experience preferential

Experience in a NOC environment is preferred from an Audio Visual, Video Conferencing, IT or Network background

Proven decision maker under pressure

Able to take ownership with decisive action to restore services

Incident, problem and change management expertise

Self-motivated and driven to deliver in a challenging global multi-cultural environment

Ability to work in a high-pressure situation with tight deadlines

Excellent written, oral communication and reporting skills

Good time management and organizational skills

Ability and desire to learn new skills quickly