This position requires a solid technical background combined with customer service experience. A problem-solving attitude with an ability to manage workload to balance service priorities and incoming/existing tickets, while meeting regular service ticket completion metrics. Quality time management skills are essential to perform well in this position.
The Service Desk Technician will monitor and respond to live customer dashboards to potentially resolve problems prior to customer knowing they have any issue. If the equipment problems cannot be corrected remote site visits will be required to ensure that we meet our defined service level agreement (SLA). Strong troubleshooting skills are required to diagnose on-site equipment issues and resolve in a timely and efficient manner. This proactive approach is key to the level of support we provide our clients within our Link Systems Assurance (LSA) offering. This technician will also receive trouble tickets raised by users through emails, telephones, or in-person. As the front line for the service desk, they need to comfortably handle these issues independently. A positive work ethic centered around outstanding and careful customer interaction and support is required. This position serves as the first on-site point of contact for troubleshooting hardware/software, AV equipment, and associated MSA Linux/Windows PC support. The position is responsible for following standard procedures (where present) and written instructions (when provided) to accomplish assigned tasks. The position assists users via telephone, email, chat, and in person with a wide range of questions, problems, and requests related to AV software, hardware, peripherals, applications, and basic network issues.
80% – Meet client requirements through first-contact resolutions with excellent customer service and satisfaction. Provide technical support via phone, email, chat, remote, and in person. Identify if the technical issue can be quickly resolved or if it needs to be escalated. Continuously look to improve current support and business processes through these interactions. Training will be provided as needed or required by the implementation of new technologies. This support will include:
Qualifications / Traits
Responsibilities
Requirements And Skills
Link Integration Group, LLC (LIG) is an Equal Opportunity and Affirmative Action Employer. It is the policy of LIG to not discriminate against any job applicant or employee based on age, race, religion, color, handicap, sex, physical condition, disability, sexual orientation, gender identity, national origin, or protected veteran status or any other protected status. This policy includes but is not limited to the following: recruitment and employment, promotion, demotion, transfer, compensation, selection for training including apprenticeship, layoff, or termination.
About The Team
Link Integration Group, LLC
As a local leading technology solution provider, Link Integration Group strives to provide solutions that exceed client expectations. From boardrooms to classrooms, command centers to training rooms, and video conferencing spaces to auditoriums, our team is designing and building systems that allow them to collaborate in ways like they never realized. Our exceptional team delivers innovative solutions and is constantly growing to serve new markets. Come help us create the next innovative solutions for our expanding list of clients!
Core Values:
Company Description
As a local leading technology solution provider, Link Integration Group strives to provide solutions that exceed client expectations. From boardrooms to classrooms, command centers to training rooms, and video conferencing spaces to auditoriums, our team is designing and building systems that allow them to collaborate in ways like they never realized. Our exceptional team delivers innovative solutions and is constantly growing to serve new markets. Come help us create the next innovative solutions for our expanding list of clients!
As a local leading technology solution provider, Link Integration Group strives to provide solutions that exceed client expectations. From boardrooms to classrooms, command centers to training rooms, and video conferencing spaces to auditoriums, our team is designing and building systems that allow them to collaborate in ways like they never realized. Our exceptional team delivers innovative solutions and is constantly growing to serve new markets. Come help us create the next innovative solutions for our expanding list of clients!
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