On-Site Technical Support Specialist – Zoom Rooms

TechSonic is looking for a skilled and customer-focused On-Site Technical Support Specialist to manage and maintain Zoom Rooms at a client’s location. This role ensures the seamless operation of video conferencing systems, troubleshooting technical issues, and providing hands-on support for Zoom-enabled meeting spaces. The position is contingent on employer's service agreement with the client.

Key Responsibilities:

Technical Support & Maintenance

• Provide real-time, on-site technical support for Zoom Rooms and associated AV equipment.
• Diagnose and resolve hardware, software, and network issues related to Zoom Rooms.
• Conduct routine system checks, firmware updates, and preventative maintenance.
• Collaborate with TechSonic’s remote support team for complex troubleshooting.

User Assistance & Training

• Assist end-users with Zoom Room setup, functionality, and troubleshooting.
• Deliver basic training to employees on using Zoom Room technology effectively.
• Maintain user guides and best practice documentation.

Installation & Configuration

• Support the setup and configuration of Zoom Room systems, including cameras, microphones, and displays.
• Ensure all equipment is properly integrated with the client’s IT infrastructure.

Reporting & Compliance

• Document technical issues, resolutions, and system performance metrics.
• Provide regular reports to TechSonic and the client on service levels and system health.
• Ensure compliance with client and TechSonic’s IT security and AV policies.

Additional Online Support

• Provide online support for other TechSonic clients as required during employment.
• Assist remotely with troubleshooting, training, and system configurations for clients outside of the primary client location.

Employment Terms:

• The role is contract-based and contingent on employer’s agreement with the client.
• Any changes to the contract may impact the employment duration.
• The employee may be required to provide online support to other clients during their employment as part of their responsibilities.
  

Skills/Technical Competencies:

• Microsoft Office Suite: Word, Excel, Outlook, Teams
• Strong understanding of video conferencing systems, networking, and AV hardware
  
• Minimum of Gr12 (Matric In South Africa) or equivalent. (These include the National Certificate (Vocational) Level 4, the General Education and Training Certificate for Adults)

Soft Skills:

• Excellent problem-solving, communication, and customer service skills
• Ability to work independently on-site, liaise with client IT teams, and adapt to a dynamic environment
  
• Attention to detail
• Ability to multitask
• Time management
• Confidentiality and Discretion