Managed Services Technician

1 week ago

Mexico City Philippines Avomind Full time

About Our Client
Everything they do is simple, smart, and customer-focused. They are a team that supports each other and together help their customers through the intelligent design, deployment, and support of integrated audio-visual systems. You'll have an opportunity to work in a central downtown location and with Canada's biggest and best organizations.  Our client is looking to add another amazing Managed Services Technician to the service team.

The Opportunity
  • You are a champion of building positive customer experiences through delivering 
    dependable, accurate, empathetic remote technical service.  
  • You possess a Swiss army knife skillset that is part can-do attitude, part technical acumen and part networker that ensures a client's service needs are met by our client.
  • With your breadth of technical knowledge from having been an installation technician, field engineer, programmer, or designer; diagnosing and solving audio visual system challenges with sometimes limited information excites you.


About Your Role
Technical Troubleshooting and Diagnostics 
  • 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. 
  • Obtain sufficient information to effectively escalate and dispatch the required 
    technical team member to the client site. 
  • Ensure all required reporting, information, and notes are captured within ConnectWise.
  • Knowledge of field wiring and terminations. 
  • Knowledge of structure and design for basic AV systems. 
  • Ability to recognize the requirement for escalation and the knowledge of who the 
    escalation point will be. 

Vendor Coordination 
  • Engage with the required vendor technical resources to effectively handle 
    diagnosis and troubleshooting.
  • Maintain positive relationships with key vendor technical team members.

Coordination with Field Engineering/Programming Teams 
  • When unable to resolve remotely, ensure the field technical resource(s) being 
    dispatched have all the required information to effectively service the customer 
    and diagnose/resolve the issue.
     
Client Relations
  • Build strong, long-term business relationships with clients by consistently going 
    above and beyond client expectations.
  • Be an expert, proactive, and empathetic communicator; both written and verbal.
  • Embrace live client communication as a first resort, your initial reaction will always be to pick up the phone and have a conversation.

Managed Service Client 
  • 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. 
  • Follow up through a combination of surveys and phone calls, after Care services 
    have been delivered, including service calls, event support, resident technician 
    services and scheduled maintenance to obtain client feedback.
  • Participate in Care meetings providing insights on the open ticket backlog and 
    escalating challenging tickets.

Ad-Hoc Service Requests 
  • 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.
  • Close out ad hoc service and provide a technical summary on ticket closure.
     
Tracking and Reporting
  • 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. 
  • Ensure accurate time reporting and invoicing from internal and external resources 
    to maintain ticket-level profitability objectives. 
  • Utilize the tools provided to deliver consistent and exceptional customer experiences; these include but are not limited to – initial triage and diagnostics survey, work order dispatch order, end-of-day reports, and ticket closure reports. 
  • Create or review service ticket 4D report and ensure completeness before ticket 
    close out. 
  • Adhere to all required SLA metrics. 
  • Other duties as assigned by your manager.

Compensation Model and Opportunities
  • 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.


Key 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 Ability to read and decipher audio-visual line drawings and scope of works documentation. 
  • 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.
 
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