Help Desk Technician

About the Company

Solutionz is dedicated to providing advanced technical assistance to customers experiencing issues related to audio visual systems and equipment. Our mission is to ensure seamless issue resolution and customer satisfaction through collaboration and expertise.

About the Role

The Help Desk Technician plays a crucial role within Solutionz technical support hierarchy. This position is responsible for providing advanced technical assistance to customers experiencing issues related to audio visual systems and equipment. The Help Desk Technician will focus on diagnosing and resolving complex technical problems remotely, utilizing the expertise of Support and Solution Engineers when needed. In cases where remote resolution is not possible, the Technician collaborates with on-site Field Support Technicians and/or AV equipment manufacturers for prompt and effective issue resolution.

Responsibilities

• Technical Support: Provide remote technical assistance to customers by diagnosing and resolving complex audio visual equipment and system issues. Troubleshoot problems related to hardware, software, connectivity, and configurations.
• Problem Analysis: Gather detailed information from customers and Solutionz project files to accurately diagnose issues. Analyze symptoms, potential causes, and available resources to determine appropriate troubleshooting steps.
• Collaboration with Subject Matter Experts: Collaborate with Support and Solution Engineers to leverage their specialized knowledge and expertise when dealing with intricate technical challenges. Seek guidance and advice from these subject matter experts to ensure accurate problem-solving.
• Documentation: Maintain comprehensive records of customer interactions, diagnoses, and solutions in the HubSpot, our help desk ticketing system. Document troubleshooting steps, resolutions, and any additional insights for future reference.
• Escalation: When remote resolution is not achievable, promptly escalate issues to dispatching on-site Field Support Technicians. Provide clear and detailed information to facilitate efficient field support.
• Continuous Learning: Stay updated on the latest audio visual technologies, trends, and industry developments. Participate in training sessions and self-guided learning to enhance technical skills.
• Customer Communication: Communicate effectively and professionally with customers throughout the support process. Keep customers informed about the status of their issues, expected resolution times, and any additional steps required.
• Quality Assurance: Ensure all technical solutions provided are accurate, reliable, and aligned with company standards. Perform follow-up actions to confirm problem resolution and customer satisfaction.
• Process Improvement: Contribute to the refinement of technical support processes and workflows. Identify opportunities for efficiency improvements and suggest enhancements to streamline issue resolution.

Qualifications

• Experience: A minimum of [5] years of experience in technical support, specifically focused on commercial audio visual equipment and systems.
• Technical Proficiency: Profound knowledge of audio visual technologies and best practices. Familiarity with common issues and solutions related to audio visual systems.
• Video Conferencing and Unified Communication: experience with various Cloud and UC based platforms such as Polycom, Microsoft Teams Room, Zoom Rooms, Google Meet, Cisco Webex.
• Certifications: AV Manufacturer and industry certifications a plus. Avixa CTS, Crestron, Extron, QSC, Biamp, Shure, Dante, Polycom, etc.
• Networking fundamentals: a solid understanding of network, static and DHCP addressing, VLANs, Dante and AVB protocols, ping and traceroute troubleshooting techniques.
• Troubleshooting Skills: Strong analytical and problem-solving abilities. Capable of diagnosing complex technical issues and determining effective solutions.
• Communication: Excellent communication skills, both written and verbal. Able to convey technical information clearly to non-technical customers.
• Collaboration: Ability to work collaboratively with cross-functional teams, including Support and Solution Engineers, Customer Support Coordinators, and Field Support Technicians.
• Customer-Centric Approach: A customer-focused mindset with a commitment to delivering exceptional service and support.
• Documentation: Proficient in documenting technical processes, solutions, and customer interactions accurately.
• Time Management: Effective time management skills, capable of managing multiple cases simultaneously and meeting deadlines.
• Adaptability: Able to adapt to evolving technologies and changing customer needs.

Equal Opportunity Statement

Solutionz is committed to diversity and inclusivity in the workplace. We encourage applications from individuals of all backgrounds and experiences.