global av service desk technician, warszawa

warszawa, mazowieckie
job type
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job details

warszawa, mazowieckie
experience level
powyżej 24 miesięcy

job type
job category
Information Technology
contract type
umowa o pracę
working time
pełen etat
work system


karolina zawada+48 +667 801 199
reference number
/592/04/2021/KZ - 69800

job description

Reporting to the service desk manager a Skilled 2 nd /3 rd line Audio Visual Service Desk technician to work as part of a team of remote AV technicians supporting Multiple Ricoh Clients and OpCo this role may be subject to shift patterns to ensure full-service hours coverage for Clients. This is a customer-focused individual who has technical ability, experience with IT/ Audio Visual systems and client-facing skills to provide high levels of support for engineering issues, the AV Service Desk Technician is responsible for providing 2 nd and 3 rd line technical support to our Clients, OpCo field engineering team, onsite engineer teams and office teams as well as acting as a conduit to 4th Line


what we offer

  • Extended Luxmed private medical care package
  • Multisport card for the Employee
  • Group Life Insurance
  • Opportunity to work in an international, multi-cultural environment
  • Ambitious role in a global company
  • Cooperation with an experienced team and an excellent working environment
  • The package of trainings
  • Contract of employment, full time, 9:00-17:00 Mon-Fri

your tasks

  • 2 nd and 3 rd line support of Audio Visual hardware and Software solutions
  • Responsible monitoring resolver groups and for acceptance and end to end resolution of incidents logged into the Service Now Ticketing system initiated from either OpCo or System Generated
  • Responsible to provide end to end incident and request resolution management of assigned AV tickets ensuring high levels of SLA adherence and customer satisfaction including requesting and logging incidents for site attendance from field engineering resource
  • Responsible for where not system assigned classification and prioritisation of incidents in line with agreed SLA and KPI
  • Warranty Management assessing requirements and where required logging and managing warranty tickets with manufacture through to full resolution
  • Provide and manage a functional escalation path service for OpCo engineers to Internal Ricoh 4th line

or manufacture 4 th line support

 Proactive management and monitoring of the Utelogy service supplied to our managed service

customers taking appropriate actions on reported events, keeping knowledge base up to date

 Maintain a high level of understanding of applicable technologies

 Engage in shift left activates with engineers and customer support staff allowing more remote resolution

of incidents reducing disruption to clients and offering enhanced service availability

what we expect

  • Respond to assigned incidents and requests with agreed SLA
  • Complete agreed number of incidents requested during the working week month
  • Good CSAT Scores
  • Excellent team working
  • Continual Service Improvement and Problem Management to ensure continued reduction of requests and incidents
  • Good technical working knowledge of AV products and systems
  • Good Technical working knowledge of but not limited to Extron, Crestron, Polycom, Kramer, Cisco, LG services and products
  • ITIL Foundation certified
  • Excellent Communication Skills - in English
  • 2 Years’ experience in a similar role providing remote support services
  • Proactive approach to work and process
  • Mentoring skills lead and coach on-site teams to help with better remote resolution
  • Work well under pressure and be part of a team
  • Excellent troubleshooting skills
  • Excellent understanding of integrated audiovisual systems
  • Excellent understanding of digital audio and visual signal transmission and terminology
  • Excellent understanding of Video Conferencing services Cisco/Polycon/Pexip
  • Good IP and Networking and security knowledge

Agencja zatrudnienia – nr wpisu 47