AVNOC Specialist, Network Operation Center

AVNOC Specialist, Network Operation Center

Ricoh Business Services Asia Pacific Sdn Bhd 4.2 40 reviews · View all jobs

• 2nd and 3rd line support of Audio Visual hardware and Software solutions
• Responsible monitoring resolver groups and for acceptance and end to end resolution of incidents logged into the Service Now Ticketing system initiated from either OpCo or System Generated
• Responsible to provide end to end incident and request resolution management of assigned AV tickets ensuring high levels of SLA adherence and customer satisfaction including requesting and logging incidents for site attendance from field engineering resource
• Assisting with the training and development of other team members
• Responsible for assigning classification and prioritisation of incidents in line with agreed SLA and KPI
• Warranty Management assessing requirements and where required logging and managing warranty tickets with manufacture through to full resolution
• Provide and manage a functional escalation path service for OpCo engineers to Internal Ricoh 4th line or manufacture 4th line support
• Onboarding of systems into Utelogy or other remote monitoring platforms in line with contract requirements
• Proactive management and monitoring of the Utelogy service supplied to our managed service customers taking appropriate actions on reported events, keeping knowledge base up to date
• Maintain a high level of understanding of applicable technologies
• Engage in shift left activities with engineers and customer support staff allowing more remote resolution of incidents reducing disruption to clients and offering enhanced service availability
• Any other tasks assigned by the Manager/ Team Lead that are aligned with the business needs

Qualification & Experience:

• Good technical working knowledge of AV products and systems
• Good Technical working knowledge of but not limited to Extron, Crestron, Polycom, Kramer, Cisco, LG services and products
• 5 Years’ experience in a similar role providing remote support services
• Proactive approach to work and process
• Mentoring skills lead and coach on site teams to help with better remote resolution
• Work well under pressure and be part of a team
• Excellent understanding of integrated audio visual systems
• Excellent understanding of digital audio and visual signal transmission and terminology
• Excellent understanding of Video Conferencing services Cisco/Polycom/Pexip
• Good IP and Networking and security knowledge
• Able to work in 24x7 environment

Note:

• Scope of work will be revised depending on the management needs or request. Others related duties as and when assigned by the superior from time to time

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