AV & Signage Helpdesk Technician

We are GROWING and we need YOU. We are seeking a high energy, resourceful, organized, and thoughtful AV & Signage Helpdesk Technician to help manage the best clients (we call them partners) in the world. The Digital Signage & AV Helpdesk position will fill a key role within the organization and work closely with the whole global technical team.

We’re a "startup-like" company founded in 2006, driven by technology and passion to deliver tailored solutions for our clients. Our small but mighty team specializes in customer engagement technology, creating tools, processes, and partnerships to help clients succeed. With lightning-fast services and innovative offerings, we’ve rapidly grown while earning the trust of top brands. At Visual Image, we foster a collaborative, cerebral environment, blending healthy debates, technical ingenuity, and a shared love for technology.

You will be helping diagnose, repair, and deploy our global digital signage and AV systems via, voice, and web requests. You will help communicate frequent updates to end users and support our other technical staff in serving our customers.

If you are a fantastic communicator with other humans, a builder and a master problem-solver, then we want to talk to you.

If happy clients are your passion, then we want to talk to you.

If being part of a team that delivers very cool technology to some of the world’s best brands, then we want to talk to you.

• Acting as the first line of communication for customer support and service requests
• Acknowledging receipt and requesting additional information as necessary
• Gathering and summarizing information from our internal systems in the event of an outage
• Prioritizing, triaging, and assigning tickets to other team members.
• Solving basic technical issues and answering customer questions when possible
• Providing frequent and timely updates to end customers on all open issues.
• Coordinating service with our field technicians when an issue requires a site visit, including writing scopes of work for field service and working with project managers.
• Generating weekly ticket reports from our ticketing system and tracking our Service Level Agreements

• #1:
  Know how to talk with other people. Non technical, technical, executive you never know who is on the other end of the phone and being the calm person that can solve their problems is #1.
• 1-3 years experience of Helpdesk, L1 Support, Dispatch, Customer Support, Customer Success, etc. Any kind of Digital Signage or Corporate AV Integration is a plus! Tech/IT department, or MSP or any specialized technology service providers – another great plus!
• Experience working with a ticketing or other issue tracking system. (Connectwise PSA)
• Administration experience where client or vendor interactions were part of day-to-day role
• Proficient in MS Suite (Excel, Outlook, Word).
• Excellent organizational and emotional skills.
• Great communication and interpersonal skills.
• Strong aptitude to constantly advance knowledge to keep on top of a rapidly changing field and have innovative solutions for clients.
• Self-starter (you like to try and put things together without reading the instruction manual first – but aren’t too proud to read the instruction manual if necessary).
• This position is based in Englewood, NJ. As 2020 hit most of us work from home and go to the office when needed. A private quite home work environment is needed or there is plenty of space at the office.
• Hours are very flexible but after about 1-2 weeks we would be transitioning the position from a basis of 9-5 to 11-7 to better help us cover the west coast hours. The hours could be adjusted but will be discussed with the internal team.

In your submittal you must provide the following information or you will not be considered.

• Must be able to read AV schematics and remotely help corporate AV installations
  • Please specify what hardware/software manufacturers you can administer. Not hardware you have used but understand and could be the primary support person for.
• Must have prior CMS experience of any platform.
  • Please specify which one
• Include at least 3 AV or Signage projects you have been involved with and what was your role & responsibility?