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CTAC NOC Tier II Agent - Virtual / Remote, USA
Kenilworth, NJ, USA ● Virtual
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.
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
Audio and Video Teleconferencing
Digital Signage / Video Wall Systems
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?
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 email@example.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.
Pay Type Hourly
Min Hiring Rate $28.00
Max Hiring Rate $33.00
Kenilworth, NJ, USA
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.
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