Essential Functions:
- Provide 2nd level support for workstation, voice, video and mobile related infrastructure
- Prioritize and triage end user requests, incidents and complaints
- Effectively questions user to collect information and understand the issues they are experiencing and perform diagnostic procedures to isolate and resolve the issues.
- Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support.
- Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues and escalate hardware repairs to third party providers as needed.
- Maintains call records/logs and resolution detail utilizing case management solution, ServiceNow or equivalent solution.
- Install workstation, telephony, and voice, video and mobile hardware/software as required.
- Provisions and prepares workstations using standard images.
- Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed.
- Coordinate and execute workstation relocation requests
- Providing support for high-profile multipoint video meetings using meeting management tools from Cisco, Polycom, Bluejeans, and other video technologies.
- Supporting Audio and Video Equipment including cabling, TVs, projectors and lighting.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Basic Qualifications:
- Bachelor's degree, OR 3+ years of relevant work experience
Preferred Qualifications:
- 2 or more years of work experience
- Installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software.
- Support and troubleshooting of Windows 11, MS Office 2016 suite, OSX Sierra/High Sierra, IOS, Android.
- Networking connectivity knowledge and troubleshooting.
- Installation, configuration, and support of local and LAN printers.
- The candidate will be self-motivated and result-oriented in order to provide excellent customer service.
- Able to support and explain technical concepts to users at various levels of technical proficiency.
- Able to assess, analyze and research technical situations, provide viable alternatives, and effectively perform issue isolation and resolution in order to minimize downtime.
- Able to follow and learn protocol and established processes.
- Able to communicate effectively with wide variety of users, and technical teams.
- Ability to speak foreign languages is a plus.
- Good interpersonal, collaboration, and communication skills are beneficial to the position.
- Good organization and attention to detail is required.
- Must be able to support a flexible schedule.
- Understand video resolutions formats and aspect ratios.
- Demonstrated ability to prioritize and manage multiple tasks.
- Ability to perform end-to-end troubleshooting and testing for AV, voice, video and UC systems.
- Basic understanding of how content distribution networks work and why they’re necessary.
- Experience with Adobe Premier and/or similar video editing software. Please provide examples, if possible.
- Basic familiarity on LAN/WAN topologies, protocols, cabling and QoS standards/policies.
- Basic knowledge of Microsoft Visio for system diagrams
- Familiarity with WebEx.
- Demonstrated ability to make methodical, logical decisions in high-pressure environments.
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
