CTAC NOC Tier II Agent - Virtual / Remote, USA

Role Details

CTAC NOC Tier II Agent - Virtual / Remote, USA

Kenilworth, NJ, USA ● Virtual

Req #2759

Friday, February 24, 2023

Tier 2 NOC Agent - Virtual / Remote, USA will provide technical support to the members of the Global Services Organization and Clients in daily Service Operations. Strive for complete customer satisfaction, repeat business, and reach for excellence in all aspects of their work at Diversified.

• Audio Visual / Broadcast solutions may include: Video Teleconferencing / Polycom Real Presence; Cisco TelePresence / Acano systems; Barco / Planar / Prysm / VuWall / CineMassive / Prysm / Cyviz displays; Dante; Evertz; VBrick; Cisco Unified Communications; Skype for Business / Microsoft Lync Video & IM; Audio DSP systems / QSYS / Biamp / ClearOne; Digital Signage Systems; Crestron / AMX / Utelogy Controls; Black Magic; Grass Valley; Patch Bays; Ross; Sony; Imagine; Utah Scientific; ST-2110 systems; broadcast decoders; Calrec; SSL; Yamaha; IPTV; Enterprise scale KVM; ClearCom; RTS; Riedel. What will you be doing?

Job Responsibilities:

• Create tickets for new service requests.

• Monitor service ticketing queue

• Provide remote support to end users & field service technicians

• Complete Tier 2 level troubleshooting and provide technical support to clients and service technicians on the following technologies:

• Audio (DSP based) Systems

• Projection and Display Devices

• Control Systems

• Audio and Video Teleconferencing

• Digital Signage / Video Wall Systems

• Remote Monitoring

• Unified Communications

• Prepare quotes for any labor not covered by a Client Support Agreement.

• Maintain communication between the GSC Tier 1’s, Service Coordinators, Field Technicians and clients on open service tickets. Document communications in ticketing system.

• Coordinate all service documentation and ensure completion.

• In coordination with GSC Director, translate best practices into Managed Services offerings, strategies and procedures.

• Proactively complete manufacturer training for equipment that Diversified installs and supports.

• Work with manufacturers and vendors to develop relationships related to equipment servicing (technical support, securing return authorizations, etc).

• Maintain tickets by assigned status; updates/follow-up within specified SLA urgency.

• Assemble reports/paperwork as required for recording customer interactions.

• Provide a high level of customer support.

• Develop an on-going customer relationship, resulting in future loyalty.

• Provide updates to customers on any changes to their service ticket.

• Establish a line of communication between Diversified and prospective clients.

• Work with Account Executives to make them aware of issues not covered by agreement

• Able to identify escalations and get management involved as needed.

• Check AV equipment within office daily to ensure proper working condition.

Physical Working Environment:

• Frequently required to sit.

• Occasionally required to stand, walk and reach with hands and arms.

  What do we require from you?

Job Qualifications:

Education/Certifications:

• High School Diploma, Associates degree (AA) or equivalent experience

Required/Desired Knowledge, Experience and Skills:

• experience supporting AV/IT services, supporting hardware and web-based collaboration tools.

• Manufacturer certifications from Cisco, Biamp, Crestron, AMX, QSC etc preferred

• InfoComm CTS Certification preferred.

• Knowledge of computers and Microsoft Office Suite, ERP and CRM applications.

• Takes ownership and provides solutions

• Excellent communication and customer service skills

• Ability to read and interpret documents such as system drawings/as builts, safety rules, operating instructions, and procedure manuals

• Ability to write routine reports and correspondence

• Ability to quickly switch between tasks and work under pressure with excellent result

To learn more about becoming part of the Diversified team, visit us at http://diversifiedus.com/about/careers/ or email us at careers@diversifiedus.com. Diversified is an equal employment opportunity employer and all aspects of employment will be based on job requirements, individual qualifications, merit, performance and business needs. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, veteran status, age, disability or genetic information, or any other applicable characteristic protected under federal, state or local law. We celebrate diversity and encourage people of all backgrounds to apply for available positions. Individuals needing assistance or an accommodation to complete an application due to a disability, may contact Human Resources at 800.811.2771.

Other details

• Pay Type Hourly

• Min Hiring Rate $28.00

• Max Hiring Rate $33.00

• Kenilworth, NJ, USA

• Virtual

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Diversified provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.