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Posted almost 2 years ago

Technical Support Representative LOCATION: REMOTE Job Category: Client Services Job Type: Full-Time The primary focus of the Technical Support Representative is to provide in-depth technical troubleshooting for escalated problem tickets and quick problem resolution. This individual will be part of a technical support team with a strong focus on customer service. In this role, you will be responsible for troubleshooting all incidents reported to the IVCi Support Center including but not limited to the IVCi Managed Video Network, customer networks, and VC/UC Infrastructure. This is a REMOTE work-from-home position. JOB DUTIES Troubleshooting: Responsible for troubleshooting of issues that are presented to you. Responsible for the accurate logging of all activities related to customer issues. This includes keeping problem tickets accurate with current status. You will be required to coordinate complex problems to resolution by utilizing various resources such as vendors; manufacturers; internal technicians and documentation. Responsible for the timely closure of all problems assigned to you Customer Service Provide pleasant and courteous service during all customer call Process customer repair requests by coordinating with vendors and manufacturers. (RMA’s) Required to maintain documentation that assists the technical support group. This will include maintenance of troubleshooting scripts as well as general documentation. Test and approve new versions of firmware for deployment. This includes firmware releases released by manufacturers. Maintain an accurate customer asset database Customer/ IVCi Training and Support Flexibility: Teamwork and cooperation are required Must be willing to openly accept new tasks Some occasional off-hours work may be required as needed. Holiday shifts Other duties as required from time to time by the management of IVCi to include (but not be limited to) occasionally back-filling roles due to overbooking, vacation or backlog on projects with occasional work off hours. This is purely as the situation would dictate. REQUIRED QUALIFICATIONS Thorough understanding of leading manufacturers video and infrastructure products, to include but not limited to Polycom VSX, HDX, Group Series, RMX, CMA, DMA, VBP, RSS, RSX, OTX. Cisco MXP, C, E, SX, MX and EX Series, TMS, MPS, Codian, T3, CTS Call Manager and TX Platforms. Thorough understanding of video networks, firewall traversal, switches, and routers. Previous experience installing, configuring, administrating and/or supporting this equipment. Any industry certifications in these areas is a plus. DESIRED QUALIFICATIONS Must be able to multitask and work at a fast pace. Must be flexible and professional at all times even under pressure Good interpersonal skills as communication will be required CTS Certification with a strong understanding of Audio-Video essentials understanding of control systems such as AMX and Crestron