CASY-MSCCN Jobs

Job Description:

Responsibilities:

• Provide Customer with overview of installation activity, site-specific information and access to appropriate contacts.

• Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures.

• Provide software service delivery support.

• Deliver services, including customized services to large enterprise, complex or corporate accounts.

• Use proactive monitoring procedures/tools to identify problem prevention opportunities.

• Work closely with internal Service Desk teams to support Tier 1, real-time collaboration, conference centers, and events teams.

• Partnering with internal stakeholders such as facilities management to assemble materials, time estimates, and deadlines for projects. Must be able to determine equipment quantities, and labor to complete installation according to expectations and monitor break/fix completion and accuracy

• Assist engineers in coordination of technical support for events and departmental operations. Provide technical support to client before, during and after events. Serve as technical consultant to client and staff.

• Provide customer service and technical troubleshooting and operational assistance.

• Act as subject matter expert in technical support field

• Provide efficiency recommendations when immediate problems arise

• Provide in-depth Break/Fix maintenance.

• Maintain pooled equipment inventory for on and off-site project support

• Maintain robust maintenance logs

• Assist in maintenance and repair of equipment through third party vendor relationships.

• Provide timely and descriptive reports of equipment malfunction

• Provide timely and descriptive reports of equipment repair, mitigation and work arounds

• Maintain neat appearance of equipment.

• Input data for metrics tracking including daily work ticketing system

• Serve as contact between customers, vendors, and internal staff for day-to-day event operations

• Work with Service Desk to communicate room requirements and changes as they arise

• Provide statistics and track services provided

• Maintain conference rooms database containing specifications, digital images, room directions (print and electronic versions), audio visual capabilities, standard room set up and peripheral inventory

• Inspect and maintain appearance/functionality of conference rooms for quality assurance and also responsible for facilitating work order escalations.

• Monitor room usage

• Assist with storing deliveries and equipment

• Communicate daily with Service Desk to ensure all needs are being met

• Foster working relationships with all service-related vendors. (internal and external)

• Coordinate and track service of inventory through repair vendors (RMA process)

• Suggest equipment and software to management to enhance efficiencies

• Provide support to clients and staff in diagnosis and resolution of GF-related problems

• Risk reporting

• Innovation reporting

• Give direction to other hourly staff in execution of their duties according to established standards

• Advise staff in event planning with regard to appropriate equipment use

• Assist the Manager in inventory maintenance and the technical coordination of events

• Ensure appropriate paperwork flow and work assignment

• Establish new process and guidelines for maintaining support

• Capture customer information so that we can complete any invoicing, as well as stay in contact to ensure we’re providing the best possible service.

Knowledge and Skills:

• Ability to configure, evaluate, upgrade, repair, test and troubleshoot quickly under pressure

• Capable of creating and maintaining documents and tracking logs, conduct preventive maintenance and enhance the overall activities for conference rooms and shared spaces technology equipment and systems.

• Strong attention to detail and accuracy

• Ability to multitask

• Process management skills

• Excellent verbal and written skills

• Ability to function in a fast-paced deadline-oriented environment

• Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.

• Thorough knowledge of administrative or technical practices Proficient Field Technical Support skill set.

• Knowledge of assigned company hardware system platforms.

• Familiar with networking and all supported operating system platforms (i.e. Windows 10, Mac, Android, company- UX, Linux, etc.)

• Knowledge of high availability system environments.

• Strong Customer relationship building skills Ability to manage complex Customer problems.

• Project management, analysis, communication, scheduling, controlling, and presentation skills.

• Demonstrate consistent, acceptable performance of all business fundamentals.

• Knowledge of portfolio of services.

• Basic knowledge of change management process and tools available.

• Build great working relationships among colleagues and customers based on our customer Service Level Agreements (SLAs). When issues come up, your job is to respond them by either handling them, or by pulling in the proper associate, team member, or manager who can.

• Perform maintenance repair and system overhauls as a matter of routine (like modular swaps and unit replacements). You’ll surely always be on the lookout for preventative measures you can take to correct any and all technical problems before they happen.

• Basic electronic skills, and some specific hardware and operating system familiarity

• Working knowledge of Microsoft 365, Microsoft Teams

• Knowledge of systems architecture, database management systems, and network and systems management systems

Applicable Education and Experience:

• Working experience supporting customers’ PC and/or AV environments with an interest in learning more

• Minimum Vocational/Diploma/ Associate Degree (technical field) with 3-5 years of working experience in related fields or Degree holder with 2-4 years relevant working experience

• Advanced Troubleshooting skills

• AV software applications

• PC software functions

• Networking interfaces

Preferable Certifications:

• OEM Certifications- HP, Apple, Dell, Lenovo, Toshiba, MS

• Able to obtain Authorized Service Provider status for Microsoft equipment under warranty.

• A+ Certification, CompTIA, N+ Certification, PC

• BIAMP Trained on Tesira SERVER/SERVER-IO

• Certified Technology Specialist (CTS) Certified

• Crestron Digital Media Certified (DMC-E4K)

• Windows, Office, Microsoft Teams/Skype for Business

• Network (TCP/IP) Experience (3-5 years)

• MTA in OS and Networking or equivalent

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an Equal Opportunity/Affirmative Action employer (https://dxc.com/content/dam/dxc/projects/dxc-com/us/pdfs/careers/Equal-Employment-Opportunity.pdf) . All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters . To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.

Postings link (https://mandatoryview.com/?LicenceId=c38a7700-5aa2-48a3-b95a-22e6e1fb0721&ProductType=OnlineApplicant&SubType=PG)

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