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Managed Services Technician
Location
Philippines
Posted
1 day ago
Salary
0
Seniority
Senior
Job Description
Managed Services Technician
Avomind
• Be the primary technical contact for assigned service requests/tickets. • Gather information working with the client, the data presented, and the AV system documentation; to arrive at a diagnosis as quickly as possible. • Escalate to the programming and field engineering teams as required if you are unable to resolve remotely. • Maintain positive relationships with key vendor technical team members. • Build strong, long-term business relationships with clients by consistently going above and beyond client expectations. • Embrace live client communication as a first resort, your initial reaction will always be to pick up the phone and have a conversation. • Manage the technical aspects of the service ticket database; including but not limited to – technical reporting, capturing, and recording of relevant technical notes/data, and ensuring a successful ticket hand-off. • Provide an equivalent customer experience to both ad-hoc and care contract customers with the objective of bringing ad-hoc customers into a care contract. • Become a proficient user of ConnectWise, their ERP and Service tracking/ticketing platform. • Track and allocate time accordingly within ConnectWise. • Complete the technical closure report when tickets are closed in a timely manner, outlining the precise diagnosis, steps taken, what the resolution was, and any recommendations to the client to prevent the issue from occurring again. • Adhere to all required SLA metrics.
Job Requirements
- Exceptional written and verbal communication skills with a unique ability to connect and empathize with clients.
- A passionate curiosity in getting to and solving challenging technical problems with limited information.
- Ability to read and decipher audio - visual line drawings and scope of works.
- Knowledge of major UC platforms, including but not limited to – Microsoft Teams, Zoom (Desktop and meeting room experience), Cisco WebEx, etc., with related certifications.
- Audio-visual manufacturer certifications are highly desired; if you do not hold these, you have a willingness to complete them within the first six months.
- Some programming skills/knowledge/experience is nice to have and highly valued.
- CTS designation is nice to have.
- College/University or equivalent experience.
Benefits
- Compensation is a combination of base salary and a bonus program tired to the achievement of role-specific KPIs, 360-degree feedback, and the achievement of corporate financial objectives.
- There are multiple career path’s available for Managed Services Tecnicians depending on desires and capabilities.
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