Onsite Support Technician

at  AVISPL

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.
Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

DAY-TO-DAY RESPONSIBILITIES:

Ensure that assigned customers receive fast and efficient technical support for AV and video conferencing solutions.

• Accept support requests via phone/email, ticket system.
• Open cases, gather all necessary information to understand the case.
• Handle assigned service tickets.
• Track/update progress, escalate to downstream support units or the Service Delivery Manager if necessary.
• Triage/Root Cause Analysis.
• Perform actions for incident analysis and resolution, both remotely and onsite.
• Order parts through procurement and issue RMAs.
• Troubleshoot, document, and resolve problems for contract customers.
• Take appropriate measures to resolve errors together with the customer.
• Procure required (replacement) parts and consumables through procurement.
• Assist users of assigned customers in operating the systems/equipment on-site.
• Regularly perform preventive maintenance measures, including but not limited to: testing/repairing cables and various hardware components.
• Provide timely and quality-conscious support during meetings and installation of connections.
• On-site installation of control programs (AMX/Crestron/firmware) - upload and download capability.
• On-site support for control programs (AMX/Crestron/etc.) - minor changes (if necessary, with the help of a programmer), compiling, uploading, and downloading capability.
• Execute all tasks assigned by the direct supervisor.
• Implement all requirements of the quality management system.