Managed Services Technician (Remote)

About Our Client

Everything they do is simple, smart, and customer-focused. They are a team that supports each other and together help their customers through the intelligent design, deployment, and support of integrated audio-visual systems. You’ll have an opportunity to work in a central downtown location and with Canada's biggest and best organizations.

Our client is looking to add another amazing Managed Services Technician to the service team.

The Opportunity

• You are a champion of building positive customer experiences through delivering dependable, accurate, empathetic remote technical service.
• You possess a Swiss army knife skillset that is part can-do attitude, part technical acumen and part networker that ensures a client’s service needs are met by our client.
• With your breadth of technical knowledge from having been an installation technician, field engineer, programmer, or designer; diagnosing and solving audio visual system challenges with sometimes limited information excites you.

About Your Role

Technical Troubleshooting and Diagnostics

• Be the primary technical contact for assigned service requests/tickets.
• Gather information working with the client, the data presented, and the AV system documentation; to arrive at a diagnosis as quickly as possible.
• Escalate to the programming and field engineering teams as required if you are unable to resolve remotely.
• Obtain sufficient information to effectively escalate and dispatch the required technical team member to the client site.
• Ensure all required reporting, information, and notes are captured within ConnectWise.
• Knowledge of field wiring and terminations.
• Knowledge of structure and design for basic AV systems.
• Ability to recognize the requirement for escalation and the knowledge of who the escalation point will be.

Vendor Coordination

• Engage with the required vendor technical resources to effectively handle diagnosis and troubleshooting.
• Maintain positive relationships with key vendor technical team members.

Coordination with Field Engineering/Programming Teams

• When unable to resolve remotely, ensure the field technical resource(s) dispatched have all the required information to effectively service the customer and diagnose/resolve the issue.

Client Relations

• Build strong, long-term business relationships with clients by consistently going above and beyond client expectations.
• Be an expert, proactive, and empathetic communicator; both written and verbal.
• Embrace live client communication as a first resort, your initial reaction will always be to pick up the phone and have a conversation.

Managed Service Client

• Manage the technical aspects of the service ticket database; including but not limited to – technical reporting, capturing, and recording of relevant technical notes/data, and ensuring a successful ticket hand-off.
• Follow up through a combination of surveys and phone calls, after Care services have been delivered, including service calls, event support, resident technician services and scheduled maintenance to obtain client feedback.
• Participate in Care meetings providing insights on the open ticket backlog and escalating challenging tickets.

Ad-Hoc Service Requests

• Provide an equivalent customer experience to both ad-hoc and care contract customers with the objective of bringing ad-hoc customers into a care contract.
• Close out ad hoc service and provide a technical summary on ticket closure.

Tracking and Reporting

• Become a proficient user of ConnectWise, their ERP and Service tracking/ticketing platform.
• Track and allocate time accordingly within ConnectWise.
• Complete the technical closure report when tickets are closed in a timely manner, outlining the precise diagnosis, steps taken, what the resolution was, and any recommendations to the client to prevent the issue from occurring again.
• Ensure accurate time reporting and invoicing from internal and external resources to maintain ticket-level profitability objectives.
• Utilize the tools provided to deliver consistent and exceptional customer experiences; these include but are not limited to – initial triage and diagnostics survey, work order dispatch order, end-of-day reports, and ticket closure reports.
• Create or review service ticket 4D report and ensure completeness before ticket close out.
• Adhere to all required SLA metrics.
• Other duties as assigned by your manager.

Compensation Model and Opportunities

• Compensation is a combination of base salary and a bonus program tied to the achievement of role-specific KPIs, 360-degree feedback, and the achievement of corporate financial objectives.
• There are multiple career paths available for Managed Services Technicians depending on desires and capabilities.

Key Requirements

• Exceptional written and verbal communication skills with a unique ability to connect and empathize with clients.
• A passionate curiosity in getting to and solving challenging technical problems with limited information.
• Ability to read and decipher audio-visual line drawings and scope of works documentation.
• Knowledge of major UC platforms, including but not limited to – Microsoft Teams, Zoom (Desktop and meeting room experience), Cisco WebEx, etc., with related certifications.
• Audio-visual manufacturer certifications are highly desired; if you do not hold these, you have a willingness to complete them within the first six months.
• Some programming skills/knowledge/experience is nice to have and highly valued.
• CTS designation is nice to have.
• College/University or equivalent experience.