Technical Support Representative

Kinly’s Global Services; Wall Township (NJ); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Disability insurance

Paid vacation

Sick leave

401K

Job summary

Kinly is seeking a Technical Support Representative in Wall, NJ to deliver first-line AV and collaboration support. You will log incidents, perform initial diagnostics, and coordinate with field engineers and partners to resolve requests.

This permanent, full-time role demands strong customer service and communication, plus adherence to documented procedures. Experience with ServiceNow and MS Teams Rooms is a plus.

Qualifications

• Customer service experience with strong written and verbal communication.
• Willingness to build AV/IT, networking and troubleshooting knowledge.
• Ability to follow standard procedures and document incidents clearly.
• Foundation ITIL, AVIXA, Microsoft, Cisco knowledge is advantageous, not mandatory.

Responsibilities

• Act as the first point of contact for AV, meeting room and collaboration support requests.
• Log and manage incidents in ServiceNow with clear symptoms and impact.
• Own cases from start to finish and keep stakeholders updated.
• Perform basic diagnostics using approved scripts and tools.
• Support standard meeting-room and collaboration requests (MS Teams Rooms, Zoom Rooms, Cisco endpoints).
• Escalate priority, major-impact and security-sensitive issues promptly.
• Coordinate remote support, field engineer attendance and partner engagements.
• Maintain accurate asset, location and case information; highlight changes.

Skills

Customer service

Communication

Active listening

Attention to detail

Prioritization

Calm under pressure

Remote collaboration

Problem solving

Tools

ServiceNow

Microsoft 365

ITSM platform

Microsoft Teams

Job description

Role: Technical Support Representative

Location: Wall, NJ

Contract: Permanent, Full Time

Hours: 40 hours per week

Salary: $45,000 - $55,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K

Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organizations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.

The Support Representative role combines customer service, case coordination, and entry-level technical support. It owns the quality of initial logging, communication and progression, follows documented procedures for standard requests and basic diagnostics, and engages the appropriate technical, field, supplier or partner resource when further action is required.

Key Responsibilities:

• Act as the first point of contact for AV, meeting room and collaboration support requests using approved contact channels.
• Log, categorize, prioritize and maintain incidents and service requests in ServiceNow, recording clear symptoms, business impact, affected rooms or devices and actions taken.
• Own assigned cases from initial contact through closure, keeping clients and internal stakeholders informed and ensuring responsible parties actively progress the case.
• Perform initial diagnostics using approved scripts, knowledge articles and remote tools, including basic checks of power, connectivity, peripherals, room status, application state and user operation.
• Support standard meeting-room and collaboration requests, including call set-up guidance and basic assistance for Microsoft Teams Rooms, Zoom Rooms, Cisco collaboration endpoints and common AV peripherals.
• Recognize priority, major-impact and security-sensitive issues and escalates promptly in line with the agreed process.
• Coordinate remote technical support, field engineer attendance, partner visits, repairs, replacementequipmentand manufacturer engagement as directed.
• Maintainaccurateasset,locationand case information, and highlight identified changes to the responsible asset or configuration owner.
• Support Preventative Maintenance Visit scheduling, servicehandoversandadministratefollow-upswhenincluded in the client service.
• Create or improve straightforward user guidance and knowledgecontent andshare recurring observations with senior colleagues.
• Protect client and company information and follow contractual, data-handling, health and safety and service management requirements.

Skills & Experience:

• Strong customer service and professional written and verbal communication.
• Careful listening, questioning,documentation,and attention to detail.
• Ability toprioritieswork, follow standardproceduresand remain calm under pressure.
• Basic understanding of meeting rooms, displays, cameras, microphones,speakers,and video conferencing.
• Confidence using Microsoft 365 applications and remote collaboration tools.
• Experience using ServiceNow or a comparable ITSM platform is preferred.
• Willingness and aptitude to build AV, IT,networking,and troubleshooting knowledge.
• Customer service, coordination,helpdeskor service desk experience is desirable.
• Previousexposure to corporate AV, meeting-roomtechnology,or technical support is desirable but not essential.
• Foundation-level ITIL, AVIXA, Microsoft, Cisco or vendor learning isadvantageous, not mandatory.

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other 'protected characteristics. We welcome your application.