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Audio Video Helpdesk

UTC Associates, Inc.

This is a Contract position in Eatontown, NJ posted December 16, 2019.

The Senior Tech handles and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.

This position will troubleshoot issues, make recommendations to internal parties and customers to ensure resolution of problematic situations.

This position requires regular planning and team work to support customer needs.

This position will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues.

Troubleshoot Vidyo Infrastructure issues including hardware and software.

Bench repair of all Caregility products, hands-on support assisting repair technicians.

Remote support to address issues associated with all of Caregility UHE products and services.

Maintain records of technical support requests and specific needs for various customers.

Communicate with end users to assist with diagnosing and repairing audio and video issues remotely.

Respond with a sense of urgency when receiving customer correspondence.

Ensure all assigned trouble tickets are resolved to customer satisfaction.

Interact with partners and vendors to determine and resolve customer issues.

Collaborate with internal team members and engage appropriate resources as needed.

Participate in root-cause analysis.

Working with internal and external resources to arrange for dispatch of personnel.

Working with internal and external resources to ship appropriate hardware.

Upgrading or downgrading software to ensure functionality and increased customer satisfaction.

Other duties as assigned.

Customer Focus Ownership Responsibility Communicate effectively through written word or verbally Adaptability and Flexibility Analysis and Reasoning Attention to Detail Integrity Professionalism Problem Solving Relationship Building Results Focused Stress Tolerant Working with a Team Situational Awareness Microsoft Office Applications such as MS Word, Excel, Outlook and MS Project Type 60 WPM Preferred Technical Job Requirements: Strong working knowledge of H.320, H.323, SIP and TIP videoconferencing standards Troubleshooting of AV systems ServiceNow Cisco CCNA Routing and Switching Cisco CCNA Collaboration Polycom
– PCVE Pexip Certified Technical Expert
– provided by Dice