Full-Time Technical Service Engineer
This position, operating from Cenero’s Service Operations Center or other remote locations, provides support of audiovisual (AV), IT and related systems for Cenero clients. Using Cenero’s advanced Managed Service offerings, TSE remotely diagnoses and repairs AV, IT, and related systems, manages & coordinates on-site service when required, and provides end-user support including occasional concierge system assistance. TSE is also responsible to update internal service tickets, review & manage existing and auto-created tickets, and professionally communicate service status, etc. to all interested parties including clients. This senior position may also function as a service escalation point and provide technical guidance to clients and coworkers.
Essential Duties and Responsibilities
Provide remote technical support of AV, IT and related systems
Uses Cenero’s advanced Managed Service to diagnose and repair AV and related system problems
Proactively manage and resolve system auto-generated Service Tickets
Professionally interact with clients and Cenero personnel via video conference, phone, email and text.
Provide remote end-user and concierge AV & IT system support
Remotely configure equipment and systems
Interface with manufacturer’s to identify and resolve issues
Professionally manage Service Tickets to problem resolution including scheduling on-site support (via Cenero and sub-contracted personnel) when necessary, coordinating and communicating with the client and all designated parties, and actively updating Service Tickets with current information.
Effectively Communicate and Document Activities
Create, update, manage, and resolve Service Tickets (and related forms) accurately and in a timely fashion per department standards.
Keep digital records up to date
Keep and Enter accurate time sheet information
Provide technical training & guidance to clients & Cenero personnel
Provide professional customer service including rapidly building technical credibility with clients via superior knowledge and exemplary customer service.
Clearly communicate complex technical concepts to peers, clients, and management.
Support Cenero’s Service Operations Center by assisting with design, upgrades, and implementation.
Maintain technical superiority via continuing education, training, seminars, reading, etc. Position requires a minimum of 40 hours of advanced technical training annually.
Assist Cenero Operational teams with installations and trouble shooting, as required.
Other duties as assigned.
Education and/or Experience
Bachelor’s degree (B. S.) from a four-year college or university in an appropriate engineering field; and/or five+ years related experience and/or training; or equivalent combination of education and experience.
Detailed working knowledge of AV and related systems
Experience with the setup and troubleshooting of videoconferencing systems; including those manufactured by Polycom, Cisco, and other various software-based solutions
Working knowledge of AV control systems (particularly those manufactured by Crestron & AMX). Programming experience preferred.
Detailed working knowledge of video & acoustic technical principals and basic electrical wiring is required.
Ability to configure and tune audio systems, preferred.
Subject to background/security investigation.
Ability to obtain and maintain a government security clearance, or current clearance.
Must have a clean driving record.
General Knowledge of ISDN T1/E1, Ethernet and H.320, H.323 and SIP protocols.
General knowledge of TCP/IP networking, switches, routers, firewalls.
Detailed working knowledge of computers (Windows based) and office software.
Two+ years customer service experience.
Two+ years of field service and/or AV system installation experience.
Experience in commissioning AV, IT and related systems.
Experience troubleshooting VOIP, IP Networks, VLAN, Video over IP, and Wireless Networks.
Key Required Characteristics
Excellent verbal and written communication skills
High Emotional Intelligence
Ability to confidently function in occasional high-stress situations
Strong desire to help clients succeed
Certificates, Licenses, Registrations
CTS General Certification, preferred
Biamp Certification, preferred
Crestron 101 Certificate or higher, preferred
Crestron DM Certification, preferred
Other applicable industry certifications and training as required
Other applicable manufacturer training and certification as required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must have valid driver’s license and clean history. Must be able to pass background/security investigation for all client sites.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate a computer and telephone keyboard; and talk or hear. The employee is often required to stand, walk, and reach with hands and arms. Heavy lifting is not usually required.
How to Applywww.cenero.com > About Us > Careers > Technical Service Engineer See link below - https://recruiting.ultipro.com/CEN1024CNRO/JobBoard/fbc63bec-a256-45f9-a105-aa8ec64478d6/OpportunityDetail?opportunityId=b493c591-32ae-44dd-830d-30b62a9cbde9
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