Position

Full-time Permanent

Overall purpose

Provide timely, high quality troubleshooting & diagnostic services to clients via remote connection, telephone or online using Case and Device Management system. Responsible for issue escalation to partner & Helpdesk workflow.

Key responsibilities

• Answer the phones to respond to incoming technical services requests
• Open new cases and proactively identify solutions then refers unresolved issues to internal or external team. Connect with client network support as and when required to resolve the issue
• Create, resolve, and promptly assign as required for service support ticket requests
• Troubleshoot, diagnose and repair hardware/software – media players (windows, android, Linux), networking peripherals (modems, routers, switches, AP’s), HDMI extenders, digital displays, CMS, etc
• Collaborate with field services team to troubleshoot, identify root cause and resolve issues efficiently and effectively
• Work closely with the support and field service partners to ensure all digital assets are functioning properly
• Provide regular weekly reporting and ticket status updates
• Create and maintain knowledge bases, related documentation, and tutorials to facilitate self-service support for clients
• Resolve Level 3 escalated network, hardware and software issue

General

• Use NetSuite where Avida functions and processes have been established
• Take accountability for delivering consistently on all assigned tasks
• Escalate any potential issues and provide support to team members as required
• Master the use and functionality of internal systems and software
• Develop knowledge and understanding of Avida’s clients and programs
• Perform administrative tasks as requested and required
• Know and apply latest best practices when innovating client solutions
• Perform other role-related responsibilities as assigned by reporting manager due to operational effectiveness
• Consistently execute KPI and review on a regular basis

Technical skills

• Problem solving and troubleshooting skills
• Strong verbal and written skills in both French and English
• Ability to guide complex computing and networking concepts to on field staff
• Software and firmware development and analysis
• Understanding of programming languages: Python, C, C++, HTML, CSS, JavaScript
• Strong understanding and knowledge of networking infrastructure and technologies
• Windows and Linux systems knowledge
• Project Management
• Knowledge of LCD operation (Digital signage)
• MS Office Suite expert

Experience and education

• Computer knowledge or related experience
• 5+ years HelpDesk
• 5+ years technology support

Travel requirements

• Travel to client sites – 5% of time

Physical requirements

• Ability to lift up to 50 lbs