This is a contract position that provides general Tier III level support or ticket resolution for systems that cannot be resolved by 1st (call center/GSC), 2nd (TSR/Deskside Support) tiers. This role is a development position for relatively less experienced technical engineers to learn and develop their existing skill set with complex systems.
This individual works with divine guidance to provide or support technology that furthers the mission of the Church and reflects the eternal impact of the gospel.
Provides technical support and maintenance for the existing conference room and other audio visual equipment
Work closely with other support teams to document and solve complex incidents and tasks
Manage ticket queues given agreed upon service level agreements (SLA)
Troubleshoot systems when incidents are reported
Provide 3rd level support for the 1st level and 2nd level support teams
Work closely with product teams and operations engineers to report and troubleshoot system issues
Work with product teams to develop support plans for systems and platforms
Remotely perform system software updates and coordinate testing on client systems
Make site visits to update system hardware, resolve problems, and do preventive maintenance
Provide operational and maintenance training for clients remotely and on-site
Bachelor's degree in related field or equivalent professional experience
2+ years of experience in information technology support and with audio visual equipment
Demonstrated Skills & Abilities:
Experience with various audio-visual systems including Cisco Video Conferencing, Clear One, Crestron, network addressing and protocols associated with audio visual devices and components – projection and monitor technologies
Experience with A/V control system and audio technical support documentation
Understanding of audio gain structure, acoustics, analog and digital signals and transmission, control system design, quality, assurance, online diagrams, and construction documents, basic electrical principles, lighting control, visual principles associated with video systems and display types.
General knowledge of audio and video equipment concepts, practices, and procedures
Understanding of flow charts, data processing concepts and conference design principles
General troubleshooting skills and general experience with IT systems
Good interpersonal, collaboration and communication skills
Follows established processes and complex instructions
This job operates in a professional office environment
To successfully perform the essential functions of the job there may be physical requirements which need to be met such as sitting for long periods of time and using computer monitors/equipment
Required to lift up to 50 pounds as well as bending, stooping, reaching, and grasping
Must be a member of The Church of Jesus Christ of Latter-day Saints and currently temple worthy.
Posting Notice/More Info.
Please Note: All positions are subject to close without notice.
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