Service Engineer/ Field Support Technician - KORE1 Technologies
Phoenix, AZ
About the Job
KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a Service Engineer who will play a key role in enhancing the customer experience by helping our clients utilize our client's products and solutions. This role is responsible for escalated front-line customer service involving recording products remotely and onsite.
Major Areas of Responsibilities
· Conducts proactive and reactive support and maintenance of installed audio visual (AV) and video conferencing (VC) systems and components remotely and or at designated customer sites.
· Diagnose and resolve technical hardware and software issues involving company and other products.
· Responsible for maintaining and operating audio equipment used in the recording and distribution of multi-channel audio and video.
· Advanced troubleshooting problems and repair of equipment such as digital audio recorders, audio systems, microphones, audio mixers, DSP processors, associated cabling, and other multimedia equipment.
· Troubleshoot older equipment such as Extron, Creston, Biamp, and Williams Sound devices.
· Deploy portable AV and recording scenarios as required.
· Keep accurate and timely reporting using FastField Forms and maintain updates in the ServiceNow case management system.
· Maintenance of asset register for AV related equipment owned in various client installations as well as management of portable recording and conferencing equipment.
· Excellent customer relationship and troubleshooting skills, resolve escalated support requests in keeping with Service-Level Agreements (SLAs) for external and internal customers.
· Provide regular progress updates for current and outstanding incidents or project tasks.
· Develop and refine hardware and troubleshooting documentation for knowledge base articles.
Qualifications:
· Adapts and thrives in a performance orientated culture using collaboration across the organization to help solve problems while exceeding customer expectations.
· Minimum of 2 years hardware, audio, audio visual and/or digital audio skills and qualifications.
· Formal training with installed AV systems with understanding of addressing issues specifically video over IP.
· Basic understanding of audio concepts such as how an amplifier, microphone, and other common courtroom hardware component's function.
· Has experience installing hardware or cabling such as mounting displays or video conferencing systems.
· Able to demonstrate soft skills which includes active listening, attentiveness, clear communication, persuasive speaking, ability to use positive language, confidence, good body language, patience and self-control and ability to empathize.
· Ability to ensure consistency of standards/procedures and promote efficiencies.
· Highly detail-orientated when documenting information accurately such as recording time and activities within a Service Desk system, working to SLAs.
· Experience in IT or PC capability troubleshooting issues.
· Experience working within Court Administrations and users of varying technical knowledge levels.
WILLING TO TRAVEL 25%
Day Work, Mon - Fri w/ some after hours support required
Day Work, Mon - Fri w/ some after hours support required
ABOUT KORE1
Specializing in professional and technical recruiting, KORE1 is committed to supporting top IT, Engineering, Creative, Scientific, Accounting and Finance professionals in their career paths. We build deep relationships with leading companies, connecting them to exceptional talent every day. With extensive industry expertise and unmatched opportunities, our goal is to provide a unique experience for our contractors and consultants as they prepare for their next role. We are passionate about matching the right people with the right companies.
Specializing in professional and technical recruiting, KORE1 is committed to supporting top IT, Engineering, Creative, Scientific, Accounting and Finance professionals in their career paths. We build deep relationships with leading companies, connecting them to exceptional talent every day. With extensive industry expertise and unmatched opportunities, our goal is to provide a unique experience for our contractors and consultants as they prepare for their next role. We are passionate about matching the right people with the right companies.
Kore1 provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Kore1 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Kore1 expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Kore1's employees to perform their job duties may result in discipline up to and including discharge.
Source : KORE1 Technologies