AV Support Technician - Tier 1

Kids for the Future; Tampa (FL); On-site; USD 22,000 - 30,000; Full time

Job summary

Kids for the Future is seeking a Support Center Technician Level 1 to provide first-level technical support to customers from our Tampa location. You will troubleshoot hardware, software, and AV network systems while documenting interactions in a ticketing system.

The role requires strong diagnostic and multi-tasking abilities, excellent communication, and the ability to work in a fast-moving environment as part of AVIT's support team reporting to the AV Lead and Service Manager.

Qualifications

• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt quickly.
• Service awareness of organization’s key services and support tools.

Responsibilities

• Respond to customer inquiries through phone, email, and chat in a timely manner.
• Troubleshoot and resolve technical issues related to hardware, software, and AV network systems.
• Provide clear and concise technical support to customers.
• Monitor WAN and LAN connectivity, routers, speakers, amplifiers, and other AV equipment.
• Log interactions and resolutions in a ticketing system.
• Escalate complex issues to higher-level technicians.
• Keep up to date with current technologies and industry developments.

Skills

Troubleshooting

Networking basics

OS concepts

Communication

Tools

Ticketing system

RMM tools

Job description

• Location 8403 Sunstate Street,Tampa, FL, 33634,United States
• Base Pay $16.00 - $22.00 / Hour
• Employee Type FT Non-Exempt

Job Description:

The Support Center Technician Level 1 will be responsible for providing first-level technical support to customers, resolving technical issues, and ensuring high-quality customer service. The technician will work as part of AVIT's technical support team and will report to the AV Lead and Service Manager.

Basic Functions:

• Respond to customer inquiries through phone, email, and chat in a timely manner
• Troubleshoot and resolve technical issues related to hardware, software, and AV network systems
• Provide clear and concise technical support to customers
• Basic technical support at the network level: WAN and LAN connectivity, routers, speakers, amplifiers, volume controls, video controllers, DirecTV receivers/equipment, TVs, digital signage.
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• Document customer interactions and resolution in a ticketing system
• Escalate more complex issues to higher-level technicians
• Keep up to date with current technologies and industry developments
• Provide feedback to the team and management to continuously improve service delivery

Requirements

Advanced understanding of operating systems, business applications, printing systems, and network systems.

Diagnosis skills of technical issues.

Ability to multi-task and adapt to changes quickly.

Technical awareness: ability to match resources to technical issues appropriately.

Service awareness of all organization’s key services for which support is being provided.

Understanding of support tools, techniques, and how technology is used to provide services.

Typing skills to ensure quick and accurate entry of service request details.

Self-motivated with the ability to work in a fast-moving environment.

Summary

The Support Center Technician Level 1 will be responsible for providing first-level technical support to customers, resolving technical issues, and ensuring high-quality customer service. The technician will work as part of AVIT 's technical support team and will report to the AV Lead and Service Manager.