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Reporting to the Manager, IT Corporate Support, the IT Corporate Support A/V Technician, is primarily responsible for providing day-to-day IT and Audio Visual technical support while quickly establishing rapport and troubleshooting a varying severity of technical support issues within the Hyatt corporate office community.
Responsibilities
Responds to customer technical inquiries through various media (phone, ticket, email, "shoulder-tap", etc.), to ensure customer needs are met.
Assists the customer in resolving technical issues and requests by providing guidance regarding software and hardware problems.
Performs after-incident follow-ups with customers to ensure that customer inquiries are resolved to their satisfaction and within the defined timeframes.
Identifies, evaluates, and prioritizes customer requests and issues to ensure that inquiries are successfully resolved.
Escalates issues within the defined standards.
Assists in the development of defined standards to resolve specific sets of requests / incidents.
Ensures tickets are kept current while following defined processes.
Maintain video communications equipment onsite and remotely including Zoom Room Video systems, Crestron control systems, and related AV equipment in rooms.
Assist with Meeting Room setups that require A/V (Zoom Room, Crestron Displays, Sharelink wireless sharing, Biamp and Apple devices.
Troubleshoot audio devices such as wireless microphones, external speakers and sound systems.
Assist with remote support troubleshooting PC & Mac Video conferencing application such as Zoom, TEAMS, Skype, GoToMeetings, etc.
Ensure "White Glove" treatment and customer satisfaction by dealing professionally and effectively with all internal and external customers/clients. Assist management with gauging and assessing customer environment and issues.
Demonstrate a commitment to Hyatt core values.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
Experience
Minimum of 3+ years of technical support experience; within a Corporate environment
Minimum of 3+ years of technical support experience; within a customer facing environment
Minimum 3+ years' experience in the Video - AV Support industry
Education
Associate degree or Certification in a technology services/technical discipline, or equivalent work experience.
Additional Comments and Requirements
Excellent verbal, written, interpersonal, and organizational skills a must
Adaptable and with intellectual ability to thrive in a demanding, fast moving, and customer focused environment
Ability to maintain confidentiality with information or items as required
Industry and manufacturer specific certifications preferred (examples: Avixa CTS, Crestron DM, DSP Biamp, Clearone, Cisco)
Proven ability to install, service, download programing, test, and troubleshoot video - AV equipment and systems
Basic knowledge of computer, networks, and information technology related systems.
ServiceNow experience a plus, but not mandatory