A Day in the Life of a Support Technician

October 3, 2012, by Lisa Avvocato in Audio Visual Integration, Video Conferencing

Technology can be quite fickle; it’s amazing and life-saving when it works but frustrating and downright annoying when it doesn’t. Whether the unit isn’t powering on, sound isn’t coming out of the speakers or the display is flashing some cryptic message; a support technician is just a phone call away to troubleshoot and diagnose the issue.

The day of a help desk technician usually starts with a cup of coffee and a review of the ticketing queue. First up, are any new tickets that have been submitted and a quick review of the issues customers are having. Then, a review of previously open tickets and any action immediate items that need to be completed. For example, has tracking information been received and a replacement part been shipped out from the manufacturer? If so, details of when to except the shipment will be forwarded to the customer.

After any high priority issues have been addressed, it is time to outline a schedule for the day’s tasks. This includes initial troubleshooting for customers who have recently opened a ticket, providing status updates for previously opened tickets, as well as, scheduling test calls, coordinating onsite visits and partnering with manufacturers. Of course, the day doesn’t always go as planned since support calls come in throughout the day and require immediate attention.

During initial troubleshooting there are a few key items to check; while they may seem obvious they’re often overlooked. First, is the system plugged in and turned on. The cleaning crew could have easily knocked the plug out of the wall or an inexperienced video user could have turned the codec off not knowing any better. Second, shut down the system completely and then reboot. Many technical issues; from computers to smartphones to video conferencing equipment, can be resolved by a simple reboot. Sometimes a system just needs to reload its operating system.

If the technical issue is more advanced, a video test call may be scheduled to obtain more information about the issue. These calls help identify the issue by isolating the problem. For example, Vincent Carroll, Technical Support Representative, recalls a particular instance where a customer was reporting an echo in the room. During the video test call, he asked the customer to walk around the room to identify where the echo was coming from. It turns out that someone had turned up the speakers on the display in addition to the ceiling speakers creating the echo. The customer simply muted the display speakers and the echo was eliminated.

As with any technology, video conferencing and audio visual implementations need to be properly supported and maintained. It is important to work with a provider who has the expertise and resources to provide needed support no matter the day, time, or situation that occurs. The help desk technician is the first line of defense to ensure the ongoing successful usage of collaboration technology.

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