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