AV Technical Support Representative- Network/ Infrastructure

IVCi, LLC; Hauppauge (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

IVCi, LLC is a leader in Unified Communications and A/V integration, seeking a Technical Support Representative to troubleshoot escalated tickets and resolve issues across Managed Video Networks and Web video applications.

You will work on a team focused on customer service, with responsibilities including logging incidents, coordinating with vendors, and performing remote diagnostics to isolate root causes and apply fixes.

Qualifications

• Experience troubleshooting technical issues and logging activities accurately.
• Ability to coordinate complex problems with vendors, engineers, and technicians.

Responsibilities

• Troubleshoot escalated issues and provide in-depth technical resolution.
• Log, track, and update tickets with current status and actions taken.
• Coordinate with vendors and manufacturers for root-cause analysis and fixes.
• Conduct remote troubleshooting to isolate root cause and determine fixes.
• Provide customer training and support as required.

Skills

Teamwork

Customer service

Multitasking

Flexibility

Off-hours support

Job description

IVCI is a leader in the Unified Communications, Collaboration and Audio-Visual Integration industries. We provide solutions to corporate, educational, and government markets across the US and the world. Our services aim at achieving client goals by focusing on the desired end user experience. As a leader in the industry, we constantly adapt to recent technologies and are looking for qualified individuals to join our growing team to support our efforts.

The primary focus of the Technical Support Representatitive is to provide in-depth technical troubleshooting for escalated problem tickets and quick problem resolution. This indviudal will be part of a technical support team with a strong foucs on customer serivice. In this role you will be responsible for troubleshooting all incidents reported to the IVCi Support Center including but not limited to the IVCi Managed Video Network, Deployed A/V and Video Conferencing equipment, Web video applications, and occassionaly customer networks.

Job Duties:

Troubleshooting:

• Responsible for troubleshooting of technical issues that are presented to you.
• Responsible for the accurate logging of all activities related to customer issues. This includes keeping problem tickets accurate with current status.
• Required to coordinate complex problems to resolution by utilizing various resources such as vendors; manufacturers; internal technicians and documentation.
• Responsible for the timely closure of all problems assigned.
• Systematic remote troubleshooting utilizing resources to expedite isolation of root cause and determine the proper fix
• Excellent Customer Service Skills must be displayed in all client interactions.
• Process customer repair requests by coordinating with vendors and manufacturers. (RMA’s)
• Required to maintain documentation that assists the technical support group. This will include maintenance of troubleshooting scripts as well as general documentation.
• Coordination of resources for technical disptaches including Programming, Engineering and 3rd party manufacturer support
• Maintain an accurate customer asset database
• Perform video test calls with clients as requested.
• Provide Customer/ IVCi Training and Support as required

Required Skills:

• Teamwork and cooperation are required
• Must be willing to openly accept new tasks
• Some occasional off hours work may be required
• Flexibility and ability to mutitask are important skills
• Holiday shifts occassionaly required

Other duties as required from time to time by the management of IVCi to include (but not be limited to) occasionally back-filling roles due to over booking, vacation or back log on projects with occasional work off hours. This is purely as situation would dictate.

Required Qualifications:

• Thorough understanding of leading manufacturers video and infrastructure products, to include but not limited to HP/ Poly G62 , Group Series, RMS, Studio X Series, Cisco SX, MX, DX, EQ, Pro G2 and Infrastructure including CMS and Bridges.
• Ability to read as-built A/V drawings to trace and isolate reported issues.
• A Minimum of 5 years installing or supporting A/V Systems either on site or remotely.
• Strong understanding of Control Systems such as Crestron and AMX.
• Experience with DSP systems such as ClearOne, QSC or Biamp.
• Thorough understanding of video networks, firewall traversal, switches and routers.
• Previous experience installing, configuring, administrating and / or supporting this equipment.
• Any additional industry certifications in these areas are a plus.

Desired Qualifications:

• Must be flexible and professional at all times even under pressure
• Good interpersonal skills as communication will be required
• CTS Certification with a strong understanding of Audio-Video essentials
• Cisco Certifications such as CCNP or CCNA
• HP/Poly Partner Certification or PCVE certification or Equivalent.
• Experience with Webex, Zoom, Teams and other conferencing applications
• Knowledge of Active Directory and CUCM
• Experience with One Beyond Camera systems

IVCi is an Equal Employment Opportunity Employer. We encourage veterans, seasoned professionals, and those returning to the workforce from unemployment or planned breaks to apply.