Lead Technical Support Specialist - Bilingual

Toronto, ON

Job ID: 5671 Category: Technical Support Industry: Vendor-Videocon/ AV Level of Experience: Associate

Lead Technical Support Specialist – Bilingual

 

Our client, a leading managed services provider for the AV. Videoconferencing and Unified Communications market, is hiring for a Lead Technical Support Specialist to serve its Canadian customers.   Bilingual (English & French) Candidates are required  

 

This is role can be located in one of several Canadian markets:   Greater Toronto Area, Montreal, Calgary, Vancouver.  Exceptional Bilingual candidates from outside those Metro regions will be considered.

 

Duties and Responsibilities:

•    Provide 1st and 2nd level support to customers via phone, email, instant message and fax in support of videoconferencing and A/V equipment, infrastructure hardware/software, network and manage service contracts

•    Open, maintain and close trouble-tickets for all incoming customer requests

•    Facilitate the opening, trouble-shooting, and closure of IP network trouble-tickets with 3rd party carriers in support of customer issues

•    Provide extensive trouble-shooting, installation, configuration, and test of videoconferencing, audiovisual equipment (videoconferencing, multimedia, audiovisual, projection systems, displays, cameras, microphones, integrated A/V systems, document cameras, streaming technologies, etc.) and collaboration technologies.
  • Coordinate with internal and external stakeholders, including

 
  • Client technical and non-technical contacts
  • Company sales, project management, NOC and engineering teams. 
  • Third parties such as technology vendor product support, consultants, etc.

 

•    Provide video bridging and call launch support

•    Coordinate the RMA parts replacement and dispatch of service technicians in support of standard customer maintenance agreements

•    Demonstrate the highest level of professionalism and customer support

•    Provide internal network administration, infrastructure and IT support

 

Requirements/Qualifications:

•    3-5 years of related experience in support and trouble-shooting of videoconferencing and A/V technologies and networks.

•    BA or BS degree desired and/or equivalent work experience

•    Demonstrated experience trouble-shooting, installing and configuring AV, VTC and IP Network systems.

Networking certifications, such as cisco’ s CCNA helpful

•    Knowledge and familiarity with the installation, configuration and trouble-shooting of control systems.

Knowledge of some of the following manufacturers' equipment strongly preferred: Polycom, cisco, Tandberg, LifeSize, AMX, Crestron, Extron, AMX,   ClearOne, Biamp, Barco, Christie Digital

•    Demonstrated knowledge of H.323, H.320 and SIP networks

•    Working knowledge of videoconferencing standards

•    Strong customer service and organizational skills

•    Demonstrated ability to work independently and exercise good judgment

•    Strong project management skills, detailed oriented and ability to handle multiple tasks

•    Strong oral and written communication skills

•    Solid problem solving and consultative skills in a fast paced environment

Bilingual (English & French) skills are required  

Sharon Morato


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