Remote Audio Video Technical Support

Daktronics; Northern (KY); Hybrid; USD 33,000 - 34,000; Full time

Job summary

Daktronics seeks a Remote Technical Support Engineer to troubleshoot hardware and software issues and deliver an outstanding customer experience. You will analyze complex problems across systems, document actions in Salesforce, and contribute to a knowledge base.

The role is based from a home office with travel to South Dakota for training and possible on-site support. Competitive hourly pay and benefits accompany this opportunity.

Qualifications

• Associate degree required; bachelor's degree preferred; ideal majors in electronics, networking or computers.
• Ability to translate technical concepts to customers with varying levels of knowledge.
• Prior customer service or call center experience preferred.
• Willingness to travel to South Dakota for training (up to twice per year).

Responsibilities

• Ensure responsiveness and first-time resolution to customer requests via calls, emails and requests.
• Troubleshoot hardware and software issues using structured problem-solving.
• Collaborate with team to resolve complex cases when needed.
• Provide on-site support for service projects and events as required.
• Create and update knowledge base articles for internal/external users.
• Use Salesforce to document troubleshooting steps and actions taken.
• Participate in after-hours rotation to support customers 24/7.

Skills

Customer service

Technical aptitude

Communication skills

Time management

Education

Associate degree

Bachelor's degree preferred

Job description

Position Summary

When you work at Daktronics, you’ll be part of something amazing. We design, engineer, manufacture and support bold, eye-catching digital LED display technology and audio systems.

Our products bring excitement to professional, college and high school games. They attract customers for businesses around the world, and even provide direction for people as they travel, work and play.

As part of the Daktronics team, you’ll have interesting, impactful work with flexible opportunities. You can learn and grow at a company that provides competitive compensation and meaningful benefits – and the people are second to none.

What will the work look like for me?

You’re a problem-solver and amazing with customers! You’re captivated by the way things work and can troubleshoot across systems and applications, analyze, and resolve a variety of complex technical issues, and comfortably navigate various software environments. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You’re not only here to help solve technical issues but also provide an incredible customer experience. You have a personal commitment to success and are motivated by career growth potential. If this sounds like you, you could be the next DaktronicsRemote Technical Support Engineer.

Various shifts and schedules are available and could fluctuate depending on geographic location, seasonality of events, and changes in customer demand.

We have been delivering innovative LED video, messaging, and scoring solutions for 55 years and are a certified “Great Place to Work”. We partner with clients to deliver integrated audio-visual solutions, backed by the industry’s most experienced and qualified service teams. From hometown retailers to major league stadiums to international shopping centers, let’s light the world one LED display at a time.

Customers and Events Daktronics Supports:

• Exciting major league customers such as the Texas Rangers, New England Patriots, Denver Broncos, Seattle Kraken, Oklahoma City Thunder, Los Angeles Clippers, and dozens more.


• Delivered exciting fan experience at 18 of the last 19 NFL championship games using our LED solutions and control systems.


• International Spectaculars and Sports Venues such as Piccadilly Circus, Estadio Santiago Bernabéu, Tottenham Hotspur Stadium, Optus Stadium, Qatar Foundation Stadium, Khalifa Stadium, Singapore Sports Hub, The Venetian Macau, Adelaide Oval, and many others.


• A wide variety of other customers from Times Square to the Las Vegas Strip, shopping centers and casinos, including the world's largest sports book at Circa Las Vegas, airports like LAX and Denver, gas stations, government facilities, military installations, and digital billboards.

Core Responsibilities:

• Ensure responsiveness and first-time resolution to customers’ requests for technical support, primarily through incoming calls, community requests, and email conversations.


• Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail.


• When needed, collaborate with a team to resolve, or**


• Periodically provide on-site support for service projects, event support, installations, and on-site technical service (amount of on-site technical work could vary based on geographical location and seasonality).


• Actively create and update knowledge base articles for internal and external uses.


• Actively listen to customers and use Salesforce to quickly capture accurate detailed notes about troubleshooting, plans of action, and site-specific information for all customer interactions.


• Perform shift work and participate in an After-Hours rotation which consists of providing technical support up to 24/7 during non-business hours, including nights, weekends, and holidays.


• Regularly participate in technical training on new and different products and systems to advance your technical knowledge for supporting Daktronics customers.

Where is this opportunity located?

This position is based from a home office in South Dakota. Candidates must reside within a commutable distance of Brookings, South Dakota. This position is open to candidates eligible to work in the United States.

What are the pay and perks?

Thetypical hiring rangeforthis position is$24.00to $25.00per hour based on the location of the candidate. The actual offer will consider a wide range of factors, including relevant education, experiences, location, and applicable local legislation.

Information about Daktronics benefits can be found on our websiteCareer Opportunities (https://www.daktronics.com/en-us/employment/careers).This information is intended tobe a general overview and may bemodifiedby Daktronics at any time.

Qualifications

To be considered for Technical Support Engineer, we require the following:

• Associate degree required,bachelor’s degree preferred.Ideal majors contain course work in electronics, networking, or computers.Examples include Information Systems, Network & Security Administration, Electronics Technology, Electronics Engineering Technology, Computer Engineering Technology.Will consider non-technical majors with previous experience demonstrating technical learning ability and aptitude.


• Previously demonstrated ability to pick up technical concepts quickly, retain that knowledge, and convey that knowledge to customers who have varying levels of technical ability.


• Demonstrated experience interacting with a variety of individuals in a positive, professional manner. Previous customer service and/or phone/call center experience preferred.


• Effectively exercise discretion, independent judgment, and responsible time management.


• Comfortable working independently from a home office location.


• Strong computer skills required: Internet navigation, word processing, spreadsheets, and strong proficiency with Microsoft Operating systems.


• Ability to travel to South Dakota up to twice per year for training.


• The selected individual must be able to travel by air and ground and comply with the Daktronics Driver Eligibility Policy to begin and maintain employment. This requirement will be verified through a motor vehicle record (MVR) check conducted in accordance with applicable federal, state, provincial, and local laws.


• Fluent in English, written and verbal.


• Applicants must be 18 years of age or older.


• Daktronics does not sponsor, renew, or extend immigration visas for this position.

Daktronics is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.