OBJECTIVE
As the Network Operations Technician, under the supervision of the Director – GM / Network Operations, you will assist in first-level troubleshooting and monitoring. Maintaining client satisfaction with a goal of 100% uptime and regular updates. You are responsible for resolving customer complaints for both software and hardware. You will work with and coordinate technical support within our team as well as 3rd party vendors. On an ongoing basis, you are responsible for achieving our goal and instilling the attitude of our customers better love us throughout the client relationship, but most importantly post install.
ESSENTIAL FUNCTIONS
- Communicate effectively to translate technical knowledge into action
- When he/she does not have an answer, must know how to research the problem and come up with a solution
- Work together to create new strategies and make improvements
- Regularly monitor client’s equipment to quickly resolve any issues that may arise
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Publish support documentation to assist staff and clients with requests for information and provide training as needed
- Provide stats for the weekly Service Desk reports on call trends
- Support Network Operations by fixing client system problems remotely with various remote-control software programs and supporting ALL software and hardware provided
- Up to 20% travel, sometimes on a last-minute basis. Local, out-of-state, and international may be required depending on the location of the service and ability to work outside of regularly scheduled hours
QUALIFICATIONS
- Strong software and technical knowledge
- Strong AV, computer, digital and hardware knowledge
- Excellent communication skills and a positive attitude towards customer service
- Perform daily functions to resolve client issues quickly
- Willingness to learn new software and hardware
- Ability to comprehend and use Network Operations software while managing and reacting swiftly on all cases