Tier 1 Resident Technician

Experis; Plano (TX); Hybrid; USD 10,000 - 60,000; Full time

Job summary

An innovative firm is seeking a motivated Tier 1 Resident Technician to provide vital support for video conferencing systems. In this dynamic role, you'll assist users with technical issues related to Poly, Teams, and Zoom, ensuring seamless communication across the organization. This entry-level position offers the chance to work closely with various teams while honing your skills in a fast-paced environment. If you have a passion for technology and exceptional customer service abilities, this opportunity is perfect for you to make a significant impact.

Qualifications

• 2+ years supporting AV systems, especially Poly and third-party devices.
• Knowledge of video protocols (H.320, H.323) and SIP.

Responsibilities

• Providing Level 1 support to end users.
• Assisting in scheduling and launching video calls.
• Opening incident tickets and maintaining management systems.

Skills

AV systems support

Customer service skills

Video protocols knowledge

Organizational skills

Communication skills

Network fundamentals understanding

Education

Associate degree or equivalent experience

Tools

Incident management software

Video conferencing equipment

Job description

3 days ago Be among the first 25 applicants

Tier 1 Resident Technician

Plano, TX (Hybrid)

8+ months contract position

Pay Range: $30-$35/hr

Our Fortune 500 client, one of the world's leading Information Technology companies in Plano, TX (Hybrid), is seeking hardworking, motivated talent to join their innovative team.

Are you a Tier 1 Resident Technician with a passion for collaborating with multiple teams and an interest in working onsite? Don't wait—apply today!

Position Summary:

The Tier 1 Resident Technician supports our customer’s Poly, Teams, and Zoom video conferencing environment. Responsibilities include:

• Providing onsite technical support for video and audio conferencing issues.
• Scheduling and managing high-level events like executive meetings, town halls, and company-wide meetings.
• Opening tickets and tracking incidents to resolution.
• Supporting moves, adds, changes, and deletes (MACD), including installing and configuring video conferencing equipment.
• Guiding customers in using video conferencing equipment and software.
• Maintaining support and process documentation.

The technician will be based at the customer campus for support during business hours and/or after hours for critical issues or maintenance. This is a customer-facing role requiring outstanding customer service skills in a fast-paced environment.

Job Responsibilities:

• Providing Level 1 support to end users.
• Training users on self-scheduling conferences.
• Assisting in scheduling and launching video calls.
• Opening incident tickets and maintaining management systems.
• Installing/removing video equipment for MACD requests.
• Reporting issues with Poly products to support teams.
• Supporting non-Poly video issues, including third-party devices.
• Updating documentation and testing recovery procedures.
• Disposing of hardware/assets per policies.

Qualifications:

• Associate degree or equivalent experience preferred.
• 2+ years supporting AV systems, especially Poly and third-party devices.
• Knowledge of video protocols (H.320, H.323) and SIP.
• Experience with Teams conferencing preferred.
• Experience installing/troubleshooting video devices.
• Familiarity with incident management software.
• Strong organizational, communication, and customer service skills.
• Understanding of network fundamentals (TCP/IP, LAN troubleshooting) is a plus.

Additional Details:

• Seniority level: Entry level
• Employment type: Contract
• Job function: Engineering and IT
• Industry: Staffing and Recruiting