Service Management Technologist from Intelliswift Software

Job Title: Service Management Technologist
Duration: 8+ Months
Location: Madison WI, 53783 (Onsite)

Intelliswift Software Inc. conceptualizes, builds, and supports the world's most amazing technology products and solutions. Our team of rich experts from diverse backgrounds contributes to making Intelliswift one of the most reliable partners in IT and Talent solutions. We specialize in delivering world-class Digital Product Engineering, Data Management and Analytics, and Staffing Solutions services to Fortune companies, SMBs, ISVs, and fast-growing startups.

Job Description:

Duties:

• Respond to specific room alerts and outages from Microsoft Teams and Zoom admin systems. This includes contacting techs in other locations to make sure outages are being addressed.
• Triage the “Company MediaTech” assignment group in Service Now (SNOW) for tickets related to conference room issues. Self-assign those related to conference room or reroute to other SNOW assignment groups at other office locations.
• Test out large conference rooms that have meetings planned in them for that day or the next day. Info available in Teams group > Schedule > Onsite meeting/excel (or email notifications from reception)
• Sweep all remaining conference rooms to find outages that did not alert in TAC, Pro Portal or Zoom Admin
• Provide meeting support for large events wherever possible.
• When not working active issues, refer to tasks in Planner tool for additional work assignments. These tasks generally are ones worked on when high priority work is complete.
• Update firmware and software based on guidance from CCT leads. Check rooms that have been updated (based on reliability of MS and hardware manufacturer updates).
• Maintain AV equipment stock and inform CCT leads of reorders needed.
• With oversight from CCT leads, install new rooms and update existing rooms upon request. This could include coordinating with AV vendor to have them install if outside labor/expertise is required.
• Creating and owning tickets with preferred AV support vendor for failed equipment that require RMAs, replacements, onsite/remote troubleshooting.
• Coordinate recertification visits with AV vendor for high profile spaces with maintenance contracts.
• Replace batteries in rooms where remotes or equipment uses them.
• Return rooms to good working order if anything is out of place (tables, power strips, AV gear, etc).
• Provide good communication for time off needs and be sure to update that information in our common work calendar for visibility to the entire group.

• Self-starter
• Good verbal and written communication
• Team player.
• Customer service – direct end user interaction is required.
• Willingness to learn about new technology (Teams and Zoom platforms, AV hardware, etc)
• Ability to lift 75 lbs, squat, crouch, crawl as needed during the installation and servicing of equipment including proper use of ladders and other installation equipment (cordless drills, screwdrivers, etc)
• Need to be able to work on your feet for a majority of the workday
• Clean cable management techniques will be used with Velcro and Zip ties to provide a well-managed installation of equipment.