Job Description

Role Purpose

The Onsite & Dispatch Support team plays a key role in providing exceptional first-level support for diverse technical environment. While the primary focus is on digital-first support, occasional onsite presence at client locations worldwide is required. The team ensures quick resolutions to IT service issues, supporting both resident and dispatch technicians who manage incident tickets and offer in-person assistance.

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Responsibilities:

• Provide first-level onsite support for hardware, AV systems, device management, and basic networking.
• Act as the primary point of contact for onsite support, including issue registration, classification, and restoration of failed IT services.
• Collaborate with internal teams to ensure seamless ticket dispatch and support across various service areas.
• Exhibit superior customer service by effectively communicating and assisting clients, while promoting a positive user experience.
• Manage and troubleshoot Microsoft devices, AV setups (Extron, Crestron), and conference room equipment, ensuring functionality during events.
• Contribute to AV event support, assisting with setup, troubleshooting, and post-event shutdown.
• Maintain inventory of devices, spare parts, and equipment, ensuring timely replacements and repairs.

Skills Required:

• Resident Technicians: Expertise in AV systems, hardware support, and network troubleshooting.
• Dispatch Technicians: Capable of troubleshooting diverse technical issues across locations.
• We have to work during local business hours of that specific location. Expertise on local language with English written and communication expertise
• Experience with troubleshooting and managing AV systems (Crestron, Extron, Teams Rooms).
• Certifications: CompTIA A+, CTS (Certified Technology Specialist), Azure Fundamentals, or equivalent

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Deliver

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