Information Technology Support Technician

IT Support Audio Technician

Job Description

• Provide technical support for office staff, consultants, and guests regarding AV and IT systems. This includes, but is not limited to, managing issues and requests—logged as tickets—related to computer hardware and software, mobile devices, network connectivity, video conferencing, convening space systems, and teleconference systems, as well as any other related technical tasks.
• Provide technical support and set-up assistance for audio / video (AV) equipment and connectivity to support client staff, consultants, and external groups utilizing office facilities for meetings, presentations, and other AV activities.
• Provide support and assistance for system or application testing carried out by the client's AV and IT Department.
• Assist in implementing ongoing preventive maintenance and updates as needed.
• Ensure convening systems are updated and tested, and provide necessary support as required
• Assist in resolving critical AV system issues and be available as needed
• Assist the AV and IT department in ensuring the physical and network security of the office’s systems.
• Responds to end-user calls promptly, adhering to the Service Agreement Level (SAL). Escalates unresolved issues to the appropriate internal level, follows up on status, and provides timely updates.
• Provide essential remote support for technical issues encountered by staff working from home or in flexible arrangements.
• Collaborate closely with the New York Information Technology department and the Global Service Desk to coordinate and escalate tickets that require further assistance or fall outside the core responsibilities or access rights.
• Record and update all service issues, requests, and change requests in the client’s ticketing system.
• Assist the IT department in ensuring proper accounting of the client’s AV / IT assets. Track all asset changes and update the client’s asset tracking system as needed.
• Provide periodic status reports covering all ongoing issues, requests, change requests, system status, inventory status, and completed activities. The operational support scope for these categories includes fulfilling the following functions :
• Product updates and upgrades are subject to client policies and procedures
• System proactive maintenance and monitoring of IT equipment.
• Proactive tracking of video conferencing and convening equipment.
• Root cause analysis that may interrupt AV system and office, convincing space
• Problem Management of incidents occurring due to the monitoring agent identification
• Telephonic call answering
• Monthly activities report consolidation. Qualifications and skills requirements of the assigned resource
• Proven experience in AV / IT service desk or other tech customer support role.
• Tech-savvy with good working knowledge and understanding of AV systems, computer systems, mobile devices, and different tech products.
• Technical ability to diagnose and resolve basic technical issues.
• Excellent verbal and written communication skills in English
• A technical, logical thought process and customer-oriented
• An ability to prioritize and escalate. ‘
• Familiar with ITIL Foundation
• CompTIA’s A+ and Network+ certificates

Education :