Help Desk CS I, S&I

Watchfire; Danville (IL); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Company Paid Life/ADD

Voluntary Life/ADD

Dependent Life/ADD

401k with Employer Match

Vacation

Personal Time

Job summary

Watchfire is seeking a technically oriented helpdesk technician to support live event environments, including stadium control rooms and event staff. You will troubleshoot A/V/display systems, assist with software operation, and guide on-site personnel through hardware and software configurations during events.

The role emphasizes real-time support in high-stakes settings and involves expanding our knowledge base, documenting interactions, and providing after-hours coverage when events occur.

Qualifications

• Solid understanding of networking fundamentals.
• Hands-on experience with networking installation/maintenance coursework or similar.
• Experience in live events or A/V environments is a plus.
• Ability to explain technical concepts clearly to non-technical users.

Responsibilities

• Provide world-class customer tech support promptly, with focus on first call resolution.
• Assist in continual improvement/expansion of the Watchfire knowledgebase with troubleshooting docs.
• Maintain detailed customer records in the service/support database.
• Perform other software and engineering duties as required.
• Provide on-call or after-hours support, especially during evenings and weekends for live events.
• Interact with design/engineering team and grow into R&D assignments if education/training allows.
• Guide on-site personnel through hardware/software configurations during live events.
• Assist customers with content management and operation of audio/video display software.

Skills

Networking basics

Electronics knowledge

Customer service

Live event support

Video signal knowledge

Job description

Our true differentiator in the market is exceptional technical support/customer service. Our help desk team is at the core of this promise. These technologically savvy call center techs are key team members who provide our customers—including stadium control room operators and live event staff with remote service, software operation assistance, and troubleshooting for their A/V systems and video displays and training as part of the technical support helpdesk, utilizing an extensive knowledge base and hands-on training with our team. This is not a \"customer service\" CSR role in the traditional sense, as it is far more technical in nature; however, customer service is the critical focus of this helpdesk technician position. This role specializes in providing real-time support for high-stakes environments like live sporting events and entertainment productions.

Responsibilities

• Provide world-class customer tech support promptly, with a focus on quality and on first call resolution to our customers, dealers, and end-users.
• Assist in continual improvement/expansion of the Watchfire knowledgebase - a key web- based collection of both internal and customer-facing troubleshooting, how-to and resolution documentation.
• Maintain detailed customer records in Customer Service database regarding each service/support call, email, and chat.
• Perform other various special software and engineering assignments or duties as required.
• Provide on-call or after hours support, especially during evenings and weekends to align with live event schedules
• Occasional interaction with design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training.
• Guide on-site personnel through hardware and software configurations and emergency procedures during live events.
• Assist customers with content management and operation of audio and video display software.

Qualifications/Skills

• Solid understanding of basics of networking (not simply computer operation) is required.
• Basic understanding of electronics - including college coursework NETWORKING: Previous hands-on network installation/maintenance coursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.)
• Previous customer service work experience is strongly recommended; 1+ years prior helpdesk /phone support experience, ideally IT/software/computer phone support
• Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills
• Experience in a live event production, broadcast, or A/V integration environment is strongly preferred.
• A strong understanding of video signal types (e.g. SDI, HDMI) and signal flow troubleshooting
• Demonstrated ability to provide clear, calm, and confident instruction to non-technical users in high-pressure situations.

Benefits

• Medical
• Dental
• Vision
• Company Paid Life/ADD
• Voluntary Life/ADD
• Dependent Life/ADD
• 401k with Employer Match
• Vacation
• Personal Time