Onsite Video Support Technician

Hewlett Packard Enterprise; São Luís; Presencial; BRL 150 375 - 250 626; Tempo integral

Resumo da oferta

A multinational technology company is seeking an Onsite Video Support Technician in São Luís, MA, Brazil. The role includes providing technical support and troubleshooting for client video conferencing needs, managing equipment installations, and ensuring excellent customer service. Candidates should have a background in Audio-Visual systems, preferably with Poly products, and demonstrate strong communication skills. This full-time position requires a minimum of 2 years of direct customer support experience and knowledge of Microsoft Teams.

Qualificações

• 2+ years of experience supporting Audio-Visual systems, including Poly products.
• Experience with troubleshooting and incident diagnosis of computer/networking systems.
• Experience in a direct customer-facing role with exceptional professionalism.

Responsabilidades

• Provide technical support for customer’s end users.
• Open tickets for incidents and maintain management systems.
• Install, configure, and maintain video conferencing equipment.

Conhecimentos

Technical support experience

Customer service skills

Knowledge of Microsoft Teams

Experience with Poly video conferencing devices

Troubleshooting skills

English proficiency

Data network knowledge

Formação académica

Associate degree or equivalent experience

Ferramentas

Trouble Ticket systems

Incident Management software

Descrição da oferta de emprego

Onsite Video Support Technician page is loaded## Onsite Video Support Technicianlocations: Sao Luis, Maranhão, Braziltime type: Full timeposted on: Posted Todayjob requisition id: 3159958Onsite Video Support Technician**Description -**This role is an on-site client in São Luís, MA, Brazil.**Job Summary**This role is part of a team that is responsible for supporting the customer’s video conferencing environment. This includes providing technical support and troubleshooting for customer video conferencing issues, tracking and resolving incidents, providing MACD support (including installing, updating, and configuring video conferencing equipment), maintaining a support knowledgebase and technical checklist of local rooms, guiding customers in the use of video conferencing equipment and software, monitoring meetings, supporting board room meetings, providing user training, and escalating to other teams and other vendors. This is a customer-facing position, and the successful candidate will have excellent customer service skills.**Responsibilities*** Provide technical support for a customer’s end users.* Open tickets for incidents and maintain the customer incident management and CMDB systems.* Provide on-site support for video on-site Move, Add, Change, Delete (MACD) requests. This includes installing, configuring, maintaining, and removing video equipment as requested.* Escalate issues to Poly and provide updates on problems with standard Poly video conferencing products to help resolve customer issues.* Provide technical support in the resolution of non-Poly related issues, including, but not limited to, 3rd party appliances and peripherals.* Update and maintain customer video environment, documentation, and process documentation.* Assist in maintaining asset management for videoconferencing equipment, including adding information to a database and tracking the location of assets.* Perform any required testing and recovery from any Network breach related to virus attacks or any other fraudulent activities that affect managed video services on Poly equipment.* Validate end-to-end service functionality upon completion of installation activities.* Deinstall and dispose of displaced hardware/assets as required, in accordance with customer asset disposal policies.**Education & Experience Recommended*** Associate degree or equivalent experience preferred.* 2+ years of Video Conferencing background supporting Audio-Visual systems, including experience with Poly products and/or 3rd party video conferencing devices.**Preferred Certifications**NA**Knowledge & Skills*** Knowledge of Microsoft Teams rooms and conferencing is essential.* Experience with installing and troubleshooting Poly video conferencing devices.* Experience with Trouble Ticket and Incident Management software systems preferred.* Experience with troubleshooting and incident diagnosis of computer and/or networking systems preferred.* Must be highly organized, detail-oriented, self-motivated, and able to work with little supervision.* Good verbal and written communication skills are a plus.* Proficiency in speaking, reading, and writing English is preferred.* 2 years of working experience with customer services in a direct, hands-on, customer-facing role (not telephone support) with exceptional professionalism and customer service skills.* Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting is a plus.**Job -**Services**Schedule -**Full time**Shift -**No shift premium (Brazil)**Travel -****Relocation -**No**Equal Opportunity Employer (EEO) -**HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.For more information, review HP’s or read about your rights as an applicant under the law here: “"Learn more about HP personal data practices at , (where applicable), , and .You can be yourself at HP.Click to submit a request for support.