About Us
We are specialists in designing, delivering, and supporting all aspects of Customer Experience Technology globally. This might be Digital Signage, LCD and LED Displays, Mobile Technology, Augmented Reality, Virtual Reality and Virtual Try-On solutions that enhances the retail experience for shoppers and delivers incremental revenues and loyalty for our customers. Our work is featured in key verticals like: Retail, Hospitality, Healthcare, Financial Services DOOH, and Government. We deliver best-in-class hardware, software, and support solutions to our clients that include digital signage, interactivity, wayfinding, content management software, custom solutions and advanced support and analytics platform. We are a global provider of digital signage and engagement solutions.
Overview
The Service Desk Technician role is responsible for responding to the Service Desk ticketing system and workload. The successful candidate will assist in troubleshooting level 1 and level 2 tickets, assigning out advanced tickets, and coordinating on-site repairs where applicable. Additionally, an ideal candidate has experience in the digital signage world, understanding video engineering, and has worked with LED technology including processors/controllers and associated software. Reviews/documents issues to identify practices that can be simplified as well as assist in creating proactive monitoring with our NOC platform to avoid downtime. The Service Desk Technician is the front-line of our Service Desk and the successful candidate will create moments of positive interaction with our customers. The role requires creating basic service proposals and technical experience troubleshooting core services such as Windows 10/11, Android, display technologies, and (Content Management System) CMS along with customer service experience.
Requirement
- Will work Thursday to Monday or Friday to Tuesday (weekend coverage 9AM-5PM)
Duties and Responsibilities
- Reviews ticketing system
- Manages system access requests for our CMS
- Works with Compliance team to manage system access.
- Works with field technicians to troubleshoot on-site work
- Serves as the initial point of contact for resolution CMS/display/connectivity/hardware related problems and receives support from internal and 3rd party support resources.
- Troubleshoots, researches, diagnoses, documents, and resolves technical incidents related to CMS, display, and other hardware
- Triage and ultimately resolve client incidents and requests via face-to-face, email and telephone interactions.
- Assists in building Confluence and Knowledge Base for FAQs and Common Issues
- Assists in training for our customers
- Manages critical issues after hours, as-needed, including rotational weekend coverage
Skills and Qualifications
- 3+ years’ experience supporting PC’s and peripherals.
- 3+ years’ experience in customer service/customer facing position
- 3+ years’ experience in digital signage
- AVIXA certifications a plus
- LED knowledge, especially Daktronics, Novastar, and Watchfire
- Associate degree in information technology or computer science degree preferred.
- Professional behavior that enhances productivity and promotes teamwork / cooperation and with clients
- Well organized and ability to time manage to coordinate and prioritize multiple tasks simultaneously
- Problem solver and solution-oriented
- Communicates effectively, both verbally and in writing, with the ability to summarize complex issues to various audiences.
- Knowledge of Zendesk
- Knowledge of RMM and MDM software a plus (eg Teamviewer, Connectwise, Hexnode, etc)
- Knowledge of PowerShell or Windows scripting is a plus
- Interfaces effectively with individuals at all levels of the organization and outside the organization
- CompTIA A+ Certification a plus
- MCSA: Windows 10 a plus
- MCSE: Desktop Infrastructure a plus
- Microsoft 365 Certified: Modern Desktop Administrator Associate or related certifications a plus
Compensation
- $45,000 - $55,000 USD Annually
