Technician Onsite Support

Description

WHAT YOU’LL DO

The Onsite Support Technician will work in partnership with the Customer, management team, Global Helpdesk, and SIG teams to provide on premise support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.

Day-To-Day Responsibilities :

• End User / White Glove Support : Scheduled in-room meeting support for special events or end users requiring audio-visual operator support prior to and during the meetings. Assist the client with Concierge services (Large scale user training, Livestream Events, Encore, etc.)
• End User Support / Incident Management : Direct in-room support in response to user reported incidents, as well as escalation management to the client, or AVI-SPL’s Subject Matter Experts. Manage incidents using the client case ticketing system and, when applicable, the AVI SPL system.
• End User Support / Training : Education of end users in the operation of systems to promote a self-service environment. Promote adoption of the client’s meeting room services to the end user community
• Room Sweeps : Operational checks of room system functionality and preparedness.
• Preventive Maintenance : Scheduled full system checks and hardware service with the support of AVI SPL technical resources.
• System Maintenance / Problem Management : Repair and restoration of audio-visual systems following a failure with the support of AVI SPL technical resources.
• Equipment Repair : Coordination of repairs to system components.
• Reporting : Development of management systems which will record the metrics and report KPIs relevant to the services delivered.
• Inventory Management : Management of the spare equipment and consumables inventory, and other assets directly related to the delivery of these services.
• Meeting Room Assessments (MRA) : Working with the AVI SPL commissioning specialist and other technical resources, test meeting room functionality and identify any shortcomings to the design standard. Document any issues uncovered during the MRA and work with the relevant AVI SPL resources to bring the rooms up to design standard and certify as complete.

Items to Consider :

WHAT WE’RE LOOKING FOR

Must-Haves :

Nice-To-Haves :

WHY YOU’LL LIKE WORKING HERE

MORE ABOUT US

At AVI-SPL Canada Ltd., we proudly boast our core values - build connections, be trailblazers, own it, do the right thing, thrive together. We rely on each other to deliver the best solution for our customers. We love what we do, and every member of our team is essential to our success.

We strive to create a work environment in which all individuals are treated fairly and with respect and have equal access to opportunities and resources.

In our commitment to building happier, more engaged, and productive workplaces, we will ensure that diversity, equality, and inclusion is at the heart of what we do.

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