Technical Support - JR

Company Name:
Sprocket Professional Services

Job Title:
Technical Support - Junior
Team: Technical Support
Department: VNOC
Service: Support

Job Description Position Summary:
The Technical Support Junior role is primary responsibility is to provide a high level of customer service and support to our internal and external customers.
This position will provide remote support by creating customer incident tickets, identifying problems and troubleshooting issues adhering to internal and customer SLAs.

Organizational Relationships:

This position reports to a Team Leader .The Team Leader will provide day to day direction as well as technical procedures and guidelines, escalation support, day to day project guidance and prioritization of day to day activities.
Global Operation Managers provides information and direction on organizational strategy, policies and procedures, new products and services, escalations support and career development.
This position will also from time to time be expected to communicate internally with various other departments to keep all parties up to date on the resolution of customer issues.

Authority and Decision Making Capabilities:

This position will work with a Team Leader to prioritize work load to meet the needs of the customer and business. This position will have the ability to resolve customer issues and will be expected to escalate and assign customer trouble tickets to the appropriate team member that are beyond the Technical Support - Juniors proficiency.
This position handles and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.

Internal & External Relationship Responsibilities:

This position will trouble shoot issues, make recommendations to internal parties and customers with regard to concerns or issues, and ensure resolution of any problems. This position requires regular planning and team work in order to support customer issues. This position will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues.

Answer technical and logistical questions pertaining to video conferencing and collaboration services.
Maintain records of technical support requests and specific needs for various customers.
Communicate with end users to assist with diagnosing and repairing audio and video issues remotely.
Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction
Ensures all assigned trouble tickets are resolved to Customer Satisfaction. Trouble shooting includes but is not limited to site testing, report log analysis, vendor trouble ticket reporting and interaction, updating portals, and resolution.
Interact with Partners and Vendors to determine and resolve customer issues with equipment or network incidents.
Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets.
Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner.
Work with internal and external resources to arrange for dispatch of personnel to customer site when necessary.
Responsible for working with internal and external resources to dispatch hardware to customer location as necessary.
Responsible for upgrading or downgrading software to ensure better functionality and increased customer satisfaction.
Other duties as assigned

Key Competencies

Personal Effectiveness
Interaction with Others
Adaptability & Flexibility
Analysis & Reasoning
Attention to Detail
Creative & Innovative Thinking
Customer Focus
Continual Learning
Problem Solving
Relationship Building
Results Focused & Imitative
Stress Tolerance

Key Responsibilities:

The Technical Support Junior is the first line of technical support for issues. This position will provide real time trouble shooting support where needed to identify issues.
Strong written and verbal communications are essential. Also the ability research, analyze and compile complex video issues for escalation and attention. This position should have knowledge of Audio/Visual technologies and their functionality to effectively service customers. This position should have strong customer service skills and be able to diffuse and control escalated situations effectively to service the customer.
Must have technical knowledge of Polycom Systems, Tandberg/Cisco Systems, Creston, AMX and other audio and video technologies.
Technical Job Requirements :
Strong working knowledge of H.320, H.323, SIP and TIP videoconferencing standards
Troubleshooting of AV Conferencing systems
Working some experience with major videoconferencing equipment such as:
Codec's from Polycom, Legacy Tandberg, Cisco, Vidyo and Radvision/Scopia etc.
MCU and control systems from Polycom, Legacy Tandberg, Cisco, Vidyo and Radvision etc.
ISDN Network Infrastructure and Implementation (BRI and T1)
H.323 Endpoints, Gateways, MCU's, and Gatekeepers
Experience in Audio Visual Solutions including Videoconferencing, Multimedia, Distance Learning, Facility coordination or Networking systems preferred.

High levels of Professionalism and Integrity
High ability to work with peers
Exceptional customer service skills
Exceptional written, verbal and interpersonal skills.
Excellent problem solving skills
Maintain a professional attitude and appearance at all times
Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project.
May require occasional lifting (up to 25 lbs)
Requires extensive sitting, standing and walking
Domestic travel requiring multi-night stays within and at times outside the local work area
Valid passport; International travel required
Valid U.S. driver's license
Must be willing to complete background checks and drug tests as required by current or future contracts
Must be willing to apply for security clearances, SSA Suitability, and other related clearances to be able to work at certain customer locations.
This position has no leadership or supervisory responsibilities

Job Location:
Eatontown, NJ
Basingstoke, UK
Company Industry:
Video Communications
Salary Band

Job Role Category:
Technical Support

Employment Status:
Full Time Employee
Employment Position Status:
Manages Others:

Career Level:
Entry Level
Years of Experience:
1 -2 years' experience in a customer support role, onsite customer support experience preferred
High School Diploma or technical certification

Review & Approvals
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Employee Title:

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