Job Description:
The Support Center Technician Level 1 will be responsible for providing first-level technical support to customers, resolving technical issues, and ensuring high-quality customer service. The technician will work as part of AVIT’s technical support team and will report to the AV Lead and Service Manager.
Basic Functions:
- Respond to customer inquiries through phone, email, and chat in a timely manner
- Troubleshoot and resolve technical issues related to hardware, software, and AV network systems
- Provide clear and concise technical support to customers
- Basic technical support at the network level: WAN and LAN connectivity, routers, speakers, amplifiers, volume controls, video controllers, DirecTV receivers/equipment, TVs, digital signage.
- Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
- Document customer interactions and resolution in a ticketing system
- Escalate more complex issues to higher-level technicians
- Keep up to date with current technologies and industry developments
- Provide feedback to the team and management to continuously improve service delivery
- Advanced understanding of operating systems, business applications, printing systems, and network systems.
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
- Diagnosis skills of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: ability to match resources to technical issues appropriately.
- Service awareness of all organization’s key services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-moving environment.
The Support Center Technician Level 1 will be responsible for providing first-level technical support to customers, resolving technical issues, and ensuring high-quality customer service. The technician will work as part of AVIT’s technical support team and will report to the AV Lead and Service Manager.
https://www.glassdoor.com/Job/tampa-it-jobs-SRCH_IL.0,5_IC1154429_KO6,8.htm?fromAge=1