Job Description

1.    JOB OBJECTIVES: 

•    Provide first-level onsite support to ensure quick resolution of IT service issues
•    Offer expert assistance for AV systems and basic network troubleshooting
•    Maintain seamless operation and functionality of conference room equipment
•    Deliver superior customer service by effectively communicating and assisting clients
•    Collaborate with internal teams for efficient ticket management and dispatch
•    Ensure timely replacement and repair of devices and equipment by managing inventory
•    Support AV events by assisting with setup, troubleshooting, and post-event shutdown
•    Adapt to evolving environments, showcasing flexibility and innovation in service delivery

2.    MAIN TASKS, ATTRIBUTIONS, ACTIVITIES:

Tasks, attributions and activities are to be performed using support languages mentioned within “Required professional experience” section.

•    Provide assistance to users who report conference room problems through the Global Helpdesk that cannot be resolved remotely 
•    Work with higher support tier, third-party AV integrators, and/or manufacturers on resolving meeting room AV problems
•    Resident Technicians: 4+ years of experience; expertise in AV systems, hardware support, and network troubleshooting.
•    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).
•    Strong communication skills, with a customer-focused approach to resolving issues.
•    Ability to adapt to evolving environments, displaying flexibility and innovation in service delivery.
•    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.

a)    Other Tasks and Responsibilities: the holder of this job position can be assigned by the Supervisor or the Process Head any other tasks and activities related/ corresponding to the current job position.