Technical Support Engineer

Intelliswift - An LTTS Company; Madison (WI); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology solutions provider in Madison, WI is seeking a Conference Room Specialist to maintain AV equipment in 330+ conference rooms. The ideal candidate has strong customer service skills, is able to lift up to 75 lbs, and is willing to work on their feet for most of the day. Responsibilities include responding to alerts, providing meeting support, and managing equipment installations. This role offers a contract for 6 months at a pay rate of $50.00-$55.00/hr.

Qualifications

• Physical work consisting of lifting TVs and audio-visual equipment.
• Ability to squat, crouch, and crawl as needed.
• Experience in customer service and direct end-user interaction.

Responsibilities

• Maintain 330+ conference rooms across various offices.
• Respond to room alerts from Microsoft Teams and Zoom.
• Update firmware and software based on guidance.
• Provide meeting support for large events.
• Coordinate with AV vendors for equipment installations.

Skills

Customer service

Verbal communication

Ability to lift 75 lbs

Team player

Willingness to learn new technology

Job description

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Intelliswift - An LTTS Company provided pay range

This range is provided by Intelliswift - An LTTS Company. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$50.00/hr - $55.00/hr

Job Title: Conference Room Specialist

Location: Madison, WI (Onsite)

Duration: 6 months

Contract Type: W2 only

Pay Rate: $50.00 - $55.00/Hour

Role Scope

• This position will be responsible for maintaining 330+ conference rooms located at various offices throughout the United States.
• The primary locations where support will be done on-site Monday through Friday are Madison, WI area offices (NHQ, Spark, Investments and Hangar). Phone support will be provided to other techs at other locations.
• The position requires physical work consisting of lifting TVs (up to 75 lbs) and other audio-visual equipment.
• Squatting, crouching and crawling under tables and other furniture is a regular occurrence.
• Cable management is expected to leave conference rooms in good working order after an installation, upgrade or repair.

Duties

• Respond to specific room alerts and outages from Microsoft Teams and Zoom admin systems. This includes contacting techs in other locations to make sure outages are being addressed.
• Triage the “AFI – INF MediaTech” assignment group in Service Now (SNOW) for tickets related to conference room issues. Self-assign those related to conference room or reroute to other SNOW assignment groups at other office locations
• Test out large conference rooms that have meetings planned in them for that day or the next day. Info available in Teams group > Schedule > Onsite meeting.excel (or email notifications from reception)
• Sweep all remaining conference rooms to find outages that did not alert in TAC, Pro Portal or Zoom Admin
• Provide meeting support for large events wherever possible.
• When not working active issues, refer to tasks in Planner tool for additional work assignments. These tasks generally are ones worked on when high priority work is complete.
• Update firmware and software based on guidance from CCT leads. Check rooms that have been updated (based on reliability of MS and hardware manufacturer updates).
• Maintain AV equipment stock and inform CCT leads of reorders needed.
• With oversight from CCT leads, install new rooms and update existing rooms upon request.
• This could include coordinating with AV vendor to have them install if outside labor/expertise is required.
• Creating and owning tickets with preferred AV support vendor for failed equipment that require RMAs, replacements, onsite/remote troubleshooting.
• Coordinate recertification visits with AV vendor for high profile spaces with maintenance contracts.
• Replace batteries in rooms where remotes or equipment uses them.
• Return rooms to good working order if anything is out of place (tables, power strips, AV gear, etc).
• Provide good communication for time off needs and be sure to update that information in our common work calendar for visibility to the entire group.
• Good verbal and written communication
• Team player
• Customer service – direct end user interaction is required
• Willingness to learn about new technology (Teams and Zoom platforms, AV hardware, etc)
• Ability to lift 75 lbs, squat, crouch, crawl as needed during the installation and servicing of equipment including proper use of ladders and other installation equipment (cordless drills, screwdrivers, etc)
• Need to be able to work on your feet for a majority of the workday
• Clean cable management techniques will be used with Velcro and Zip ties to provide a well-managed installation of equipment

Seniority Level

Mid-Senior level

Employment Type

Contract

Job Function

Information Technology, Customer Service, and Other

Industries

Insurance, Financial Services, and IT Services and IT Consulting

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