Engineer, Technical Support

2 days ago

Hong Kong Island, Hong Kong SAR China AVI-SPL Full time

Long Description WHO WE ARE AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevateexperiences,create new value, and enableorganizations 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. WHAT YOU’LL DO The Technical Support Engineer is responsible for delivering remote technical support of Pro A/V and Video Teleconferencing solutions to customers and serving as an escalation point for other technical and non-technical team members alike. Day-To-Day Responsibilities: Ensure customers are receiving prompt and efficient technical support of ProAV and Video Conferencing solutions. Handle and respond to inbound phone calls, email inquiries, and escalations from Technical Support Representatives. Participate in On-site dispatching, technical troubleshooting and case remediation Maintain the TSE case load while managing other common tasks including but not limited to: Triage/root cause analysis, Dispatching field technicians, ordering parts/ issuing RMA’s Troubleshoot, document and issue remediation methodologies for contracted and T&M-based clients Provide client support to users in the operations and configuration of videoconferencing systems Participate as needed in prescribed training curriculum Follow up on open issues with escalation groups to provide feedback to customer WHAT WE’RE LOOKING FOR Skills and Abilities: Communicate and interact with internal employees, clients and colleagues in a professional and timely manner Self-starter capable of working independently and ensuring to meet deadlines Excellent communication and interpersonal skills, both verbal and written Ability to balance multiple tasks with changing priorities Excellent structured problem-solving skills Demonstrate time management skills with attention to detail Ability to troubleshoot basic AV and Video Teleconferencing issues Education and/or Experience: High School Diploma or equivalent is required Formal education in Electronics or related field preferred Minimum 2-3 years AV/Teleconferencing experience Minimum 2 years customer service experience WHY YOU’LL LIKE WORKING HERE Medical benefits Enjoyable and dynamic company culture Training and professional development opportunities MORE ABOUT US AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor. #J-18808-Ljbffr

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