Senior Video Conferencing Support Engineer (Enterprise)

El Camino Health; Cork; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Logitech is seeking a Senior Customer Support Engineer in Cork to troubleshoot and resolve advanced VC/AV issues within a paid services program. You’ll support Zoom, MS Teams and Google Meet, interacting with ITDMs to maintain conference room spaces and deployments worldwide.

You’ll manage customer relationships, work with engineers on complex problems, and contribute to knowledge base and training materials. A customer-focused, proactive communicator is essential.

Qualifications

• Expert knowledge of video conferencing and AV products.
• Expert/Advance knowledge of Windows and Mac OS.
• Excellent working knowledge of video conferencing applications such as Zoom, MS Teams and Google Meet.
• Advanced knowledge of computer networking and operating systems.
• Familiarity with Android-based devices desirable.
• Familiarity with IOS devices desirable.
• Excellent communications, verbal, oral and interpersonal skills.
• Excellent customer service skills.
• Demonstrated ability to quickly learn and troubleshoot new technologies.
• Demonstrated ability to handle extremely complex technical issues, including working with engineers when necessary.

Responsibilities

• Resolve technically complex support issues reported by customers and/or other team members.
• Maintain clear, concise and positive communication for all cases in a timely and efficient manner including proactive follow up with customers, team members and product engineers.
• Own the technical relationship with customers and manage their expectations.
• Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other issues that can’t be resolved with standard troubleshooting.
• Provide ad hoc feedback about trends and new issues.
• Occasionally, as necessary, answer non-escalated phone calls and email support tickets to ensure department service levels agreements are met.
• Provide ideas and assist with creation of knowledge base documentation and training materials for both internal and external customers.
• Deliver consistent customer experience that meets or exceeds our commitments.
• Be compassionate, respectful and honest.

Skills

Video conferencing

AV products

Windows

Mac OS

Networking

Android devices

iOS devices

MS Office 365

Exchange

Azure AD

SSO

English (proficient)

Customer service

Troubleshooting

Education

Bachelor’s degree in Computer or Electronic and Communication Engineering

Tools

MS Office 365

Exchange

Azure AD

SSO

Job description

Logitech is seeking a Senior Customer Support Engineer in Cork to troubleshoot and resolve advanced VC/AV issues within a paid services program. You’ll support Zoom, MS Teams and Google Meet, interacting with ITDMs to maintain conference room spaces and deployments worldwide.

You’ll manage customer relationships, work with engineers on complex problems, and contribute to knowledge base and training materials. A customer-focused, proactive communicator is essential.