Project Manager

GLOBAL VISION ENGINEERING PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A technology solutions provider in Singapore is seeking a Help Desk professional to support their audio/video and video conferencing systems. The role involves responding to customer inquiries promptly, coordinating troubleshooting efforts, and ensuring high-quality service delivery. Ideal candidates should have at least 5 years of experience in similar environments, particularly with audio/visual systems, and possess excellent communication skills. This position emphasizes teamwork and problem-solving in a dynamic setting.

Qualifications

• Minimum 5 years experience in related field.
• Experience in a helpdesk or IT environment.
• Good communication and reporting skills.

Responsibilities

• Deliver A/V and Video Conferencing support to customers.
• Coordinate and follow up on issue resolutions.
• Maintain knowledge of relevant systems and configurations.

Skills

Audio/Video support

Video Conferencing systems

Decision making under pressure

Public speaking

Problem management

Self-motivated

Time management

Job description

Overview

Perform as part of Help Desk team delivering field service support for professional audio/video and video conferencing systems to our customers.

Key Roles & Responsibilities

• Ensure customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests.
• When necessary perform initial contact for incoming customer requests for support that we receive via phone and e-mail - work with the customer to gather complete, detailed information to understand the issue.
• Perform all appropriate remote troubleshooting with the customer and try to resolve the issue remotely if possible. Document all actions taken and update the case. Add continuing updates to the case as it progresses.
• Coordinate ISDN and IP test calls with customers
• Initiate escalation & assignment of unresolved customer issues to the Service Delivery Manager
• Continually monitor, coordinate and follow up on progress of issue resolution and insure all appropriate parties are kept updated.
• Initiate field service visits as necessary.
• Maintain working knowledge of Audio/Video and Video Conference system operation and general configurations.
• Participate in ongoing training and certification programs to increasingly add to knowledge base and ability to support new or advanced technology solutions.
• Order any parts required, organize loan equipment, order consumable items & spares & dispatch engineers as necessary within the required SLA
• Maintain a consistent record of good attendance, positive attitude, strong work ethic, and be able to embrace a team centric environment.
• Other responsibilities as necessary or assigned.

Qualifications & Skills

• At least 5 years work experience operating across different regions
• Experience in a helpdesk environment is preferred from an Audio Visual, Video Conferencing, IT or Network background
• Proven decision maker under pressure
• Able to take ownership with decisive action to restore services
• Good public speaking skills, some examples
• Incident and problem management expertise
• PolyCom/ CISCO and core voice operational experience
• Self-motivated and driven to deliver in a challenging global multi cultural environments
• Ability to work in a high-pressure situation with tight deadlines
• Excellent written, oral communication and reporting skills
• Good time management and organizational skills
• Ability and desire to learn new skills quickly
• Performs other related duties as assigned