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    Specialist - New York, United States - HCL Technologies Ltd.

    HCL Technologies Ltd.
    HCL Technologies Ltd. New York, United States

    1 week ago

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    Description
    Job Description (Posting).


    Field Services Technician AV We are looking for an experienced and reliable Field Services Technician to join our team and provide excellent customer service and technical support for our client.

    You will be responsible for installing, configuring, troubleshooting, and maintaining various types of technology equipment in meeting rooms, digital signage, live event streaming, and hoteling systems.

    You will also use ServiceNow to manage work orders, document processes, and report issues.

    To be successful as a Field Services Technician, you should have at least 5 to 10 years of experience in the field, a strong knowledge of Microsoft Teams, Zoom, Workplace by Meta, OBS, and other related software and hardware, and a solid understanding of networking, IP configurations, and IT basics.

    You should also have excellent communication, problem-solving, and customer service skills, and be able to work independently or as part of a team.


    Responsibilities:


    o Provide service and customer support during field visits or dispatches.o Install, configure, test, and troubleshoot technology equipment in ~30 meeting rooms, digital signage, live event streaming, and hoteling systems.

    o Handle Microsoft Teams Live Events, Teams meetings, and other online collaboration toolso Use ServiceNow to manage Incidents/service request, document processes, and report issues.o Teach customers how to use the equipment properly and answer their questions.o Follow all company and client policies and procedures and ensure compliance with safety and quality standards.o Cooperate with technical team and share information across the organization.o Keep up to date with the latest technology trends and developments.o This is a five-day work from office role from 9:00 AM to 5:00 PM EST Requirements:o At least 10 years of experience as a Field Services Technician or similar roleo Proficient in Microsoft Teams, Zoom, Workplace by Meta, OBS, and other related software and hardware.o Familiar with SCALA, Crestron, Poly, Huddly, Embrava, Absolute Facility Solutions, Archibus, and other technology vendorso Knowledge of Microsoft Office 365, networking, IP configurations, and IT basicso Knowledge of Microsoft windows 10/11o Ability to troubleshoot technical equipment.

    o Excellent communication, problem-solving, and customer service skills

    Dress Code:

    Business Formals/Casuals (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.)

    To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
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