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Pre-Sales AV Engineer/Estimator

Field Service Technician

Regional Sales Director, Washington, DC

Regional Sales Director, Chicago, IL

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Order Management Representative

Careers at IVCi

Field Service Technician

Location: Hauppauge, NY

Posted: 4/18/12

Status: Open

Job Description:

Provide onsite technical assistance for reported trouble tickets.

Job Summary:

Provide in-depth onsite support to Level 1 and Level 2 tech support as well as monitor events; and perform preventative maintenance.

Main job functions

• Troubleshooting
  • Responsible for onsite troubleshooting and repair of issues that cannot be resolved by the Hauppauge helpdesk.
  • 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 onsites by researching drawings; case notes and financial requirements for the job (Time and Material requirements; etc.)
• Responsible for post mortem 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 and RMA's)
• Responsible for the timely closure of all problems assigned to you by the helpdesk.
• You will be required to maintain documentation that assists the technical support group. This will include maintenance of troubleshooting scripts as well as general documentation.
• Maintain an accurate customer asset database
• Flexibility
  • Teamwork and cooperation are required
  • Must be willing to openly accept new tasks
  • Some occasional off hours work may be required as needed.
  • Some travel outside of the Metropolitan Area will be required (~15-20%)
  • Other duties as required from time to time by the management of IVCi to include (but not be limited to) 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.
• Required to assist with time and materials on-site visits for non-trouble related activities. This can include call monitoring.
• Customer/ IVCi Training and Support
• Provide 2nd Level phone troubleshooting with vendors at remote locations as well as escalated calls within the helpdesk.

Minimum requirements

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 Certified (TCAP/TCEP) Strong understanding of Video Conferencing; Strong understanding of Audio-Video essentials; CTS Certification; Solid background in Technical Support; Must be a teamwork oriented individual.

Abilities preferred

Must be able to multitask and work at a hectic pace. Must be flexible and professional at all times; Good interpersonal skills as communication will be required; CTS Certification; Strong understanding of Audio-Video essentials; Understanding of control systems such as AMX and Crestron; Some programming experience with control systems.

Benefits

We offer a competitive salary in addition to great benefits such as:

• Matching 401(k)
• Corporate culture of promotion from within
• Ongoing training and career development
• Comprehensive health and dental plans
• Vision plan

Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

This position includes a competitive salary, a performance bonus, health and dental benefits, 401k and other valuable company benefits.

Click here to apply. 

No phone calls, please.