Managed Services Technician

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Avomind

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

🤝 B2B

🎯 Recruiter

👥 HR Tech

B2B • Recruitment • HR Tech

Avomind is a global recruitment firm specializing in hiring talent for commercial, strategy, and analytics roles. With a dedicated team and a rigorous screening process, Avomind connects organizations with qualified candidates while offering comprehensive support throughout the recruitment process. They also provide embedded recruitment services to align with company culture and goals, ensuring a seamless collaboration between businesses and recruitment experts.

📋 Description

• 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.

🎯 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.