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At AVI-SPL, we are experts in applying the industry's most advanced audio video technologies. We translate this expertise into value for our clients through our custom systems integration solutions, equipment sales and services nationwide. AVI-SPL stands strong as the largest global integrator in the audio video industry. Our Company's growth and success is directly linked to our people - our key assets. For more information on our benefits package, click here »

Job Description

Help Desk - Level 1- National- AV / VTC

 

HELP DESK TECHNICIAN- Level 1

AVI-SPL, a world-class leader in audio visual technology and integration, is growing again, and seeks an experienced National Help Desk Technician. 

This is a demanding position in a Microsoft Windows environment, supporting a wide range of audiovisual service requests, providing every customer a world class service experience. 
This position encompasses the end-to-end management of multimedia conferences (video, audio, web, streaming, etc.) from data entry to technical support. 
Located at our AVI-SPL King of Prussia, PA facility, our Help Desk Technician will be responsible for the
professional treatment of customer service requests from across the country.

We seek the right individual, with the best package of skills, experience, and work ethic to join our dedicated team. This is not a trainee or “first job.”

Key Words:  Help Desk; Video Teleconferencing; Audiovisual; Tandberg; Polycom; CVE; TCTA; ACD; CRM

Typical Job Duties:

* Work the Help Desk, taking First Level calls, open cases, resolve customer issues for Audio Visual, and Video Conference clients.

* Perform Customer conference support / monitoring for Video Teleconferencing (VTC) and Video Bridge conferences.

* Provide one-on- one call scheduling, call setup and handling, first level problem determination for clients on real time conference calls as needed using designated client tools and procedures.

* Utilize ACD (Automatic Call Director) Phone System and CRM (Customer Relationship Manager) Help Desk System to respond to clients and record all activities. Adhere to all phone / support procedures.

* Dispatch service technicians (AVI-SPL and subcontractors) to on-site service calls across the country.

* Coordinate live troubleshooting of ISDN an IP lines as needed.

* Be able to retrieve drawings and troubleshoot basic AV system configurations at customer’s site.

* Provide client support to users in the operations and configuration of  videoconferencing systems.

 

MUST HAVE REQUIREMENTS --   You must have the right mix of AV – VTC and Help Desk  experiences:

* 2-3 years of Help Desk experience

* Must possess (or be close to earning) Polycom Certified Video Conferencing Engineer (CVE),

* Should possess Tandberg Certified Technical Associate (TCTA)

* Flexible for periodic shift changes as dictated by company needs.

* Work shift may be for an 8-hour shift between 6 AM to 8 PM EST

* Prior verifiable Customer Service experience in a help desk atmosphere is required…this is not a “first job” or internship.

* Solid hardware troubleshooting and evaluation capabilities.
* Experience with supporting end-users
* Must have great customer service and a phone-friendly personality.

* Required to multitask several projects at once.
* Work in a Team environment.
* Travel between some local ( Philly region) client sites may be required. Must have own transportation.
* Will need to have a very clean driving record and maintain a minimum level of required insurance coverage (100-300-50)

* Maintain a can-do and positive attitude while working in an extremely fast-paced team.

 
Apply here, through this posting, the preferred method 
      Or Email your resume and cover letter to careers@avispl.com    
      Please include comp history and compensation expectations for consideration.
      Please indicate the position you are seeking, and the location.
     
Visit us at www.avispl.com  for the complete AVI-SPL story.

 
OF NOTE:
Employment is contingent upon successful completion of background investigation. Pre-employment drug screening required. Relocation costs not covered by employer.

 
AVI-SPL is an equal opportunity/affirmative action employer (M/F/V/D).  We support diversity in our workforce.
We wish to thank all applicants for their interest in applying for this position; however, only candidates selected for interviews will be contacted.

Please note:  those individuals submitting resumes online, or by submitting a resume, are not considered an applicant for employment until a signed AVI-SPL employment application form is completed, usually at the time of interview.

AVI-SPL does not consider resume submissions which could be classed as “general “or “open” or for “any suitable position”. Applicants are instructed to indicate the specific position and specific location of interest at the time of submission. 
 
AVI-SPL reserves the right, at its sole discretion, to change, modify, suspend, or terminate any of the guidelines, elements, or the design of this job
description at any time.

PHYSICAL DEMANDS:  The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this
position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

 

Req. Code : RF 110209
Division/Department : AVI-SPL
Skills : Technical Support -> Audio Visual Customer Service, Desktop Software Support
Customer Service -> Frontline Support, Phone Support
Administrative Support -> Heavy Phones, Microsoft Word

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