Managed Services Technician

About Our Client: Everything they do is simple, smart, and customer-focused. They are a team that supports each other and together help their customers through the intelligent design, deployment, and support of integrated audio-visual systems. Our client is looking to add another amazing Managed Services Technician to the service team. The Opportunity: You are a champion of building positive customer experiences through delivering dependable, accurate, empathetic remote technical service. You possess a Swiss army knife skillset that is part can-do attitude, part technical acumen and part networker that ensures a client’s service needs are met by our client. With your breadth of technical knowledge from having been an installation technician, field engineer, programmer, or designer; diagnosing and solving audio visual system challenges with sometimes limited information excites you.

Responsibilities

Be the primary technical contact for assigned service requests/tickets; Gather information working with the client, the data presented, and the AV system documentation to arrive at a diagnosis as quickly as possible; Escalate to the programming and field engineering teams as required if unable to resolve remotely; Obtain sufficient information to effectively escalate and dispatch the required technical team member to the client site; Ensure all required reporting, information, and notes are captured within ConnectWise; Engage with required vendor technical resources to handle diagnosis and troubleshooting; Maintain positive relationships with key vendor technical team members; Ensure field technical resources have all required information to effectively service the customer; Build strong, long-term business relationships with clients by consistently going above and beyond client expectations; Be an expert, proactive, and empathetic communicator both written and verbal; Embrace live client communication as a first resort; Manage the technical aspects of the service ticket database; Follow up through surveys and phone calls after Care services have been delivered; Participate in Care meetings providing insights on open ticket backlog and escalating challenging tickets; Provide an equivalent customer experience to both ad-hoc and care contract customers; Close out ad hoc service and provide a technical summary on ticket closure; Become a proficient user of ConnectWise; Track and allocate time accordingly within ConnectWise; Complete technical closure reports when tickets are closed; Ensure accurate time reporting and invoicing; Create or review service ticket 4D report and ensure completeness before ticket close out; Adhere to all required SLA metrics

Requirements

Exceptional written and verbal communication skills with a unique ability to connect and empathize with clients; A passionate curiosity in getting to and solving challenging technical problems with limited information; Ability to read and decipher audio-visual line drawings and scope of works documentation; Knowledge of major UC platforms, including but not limited to Microsoft Teams, Zoom (Desktop and meeting room experience), Cisco WebEx, etc., with related certifications; Willingness to complete audio-visual manufacturer certifications within the first six months; College/University or equivalent experience

Nice to have

Audio-visual manufacturer certifications are highly desired; Some programming skills/knowledge/experience is nice to have and highly valued; CTS designation is nice to have

Benefits

Compensation is a combination of base salary and a bonus program tied to role-specific KPIs, 360-degree feedback, and corporate financial objectives; Multiple career paths available for Managed Services Technicians