Senior Technical Support Manager; Av

Position: SENIOR TECHNICAL SUPPORT MANAGER (AV)
Location: Niagara Falls

Overview
Reporting to the Service Manager, the  Senior Technical Support Manager (AV)  will play a pivotal role in ensuring our clients' integrated technology systems run smoothly and efficiently. You will serve as the primary point of contact for our customers, addressing their technology challenges and ensuring a high level of customer satisfaction. Your expertise will be essential in managing ticketing systems, providing remote systems support, and conducting diagnostics and troubleshooting as needed.

Responsibilities

Manage and prioritize incoming service requests and technical support tickets.

Ensure all tickets are tracked, documented, and resolved within agreed-upon service level agreements (SLAs).

Implement and maintain a robust ticketing system to streamline support processes.

Provide expert remote technical support to customers, troubleshooting and resolving issues efficiently.

Utilize remote access tools and technologies to diagnose and resolve technical problems.

Offer guidance and instructions to customers to resolve basic technical issues independently.

Analyze complex technical problems and devise effective solutions.

Conduct in-depth system diagnostics and troubleshooting to identify root causes of issues.

Collaborate with technical teams to develop and implement comprehensive solutions.

Qualifications

10+ years of proven experience in the installation and integration of home and commercial automation systems.

High school diploma or GED (required).

Experience in reading/understanding architecture, electrical, structural & AV systems drawings (required).

Valid driver's license and ability to travel to project sites as needed (required).

L2 Police background check (required).

Bachelor's degree or college diploma in a relevant field (e.g., Electrical Engineering, Information Technology) or equivalent experience (preferred).

Experience interacting with contractors, trades, architects, and designers (preferred).

Certifications in relevant automation technologies (e.g., CEDIA, Crestron, Control4) (preferred).

Strong technical knowledge of automation technologies, including smart home devices, audio/video systems, lighting control, and security systems.

Excellent problem-solving and troubleshooting skills; exceptional communication and client-facing skills.

Strong computer literacy, with proficiency in using remote access tools and diagnostic software.

Compensation & Benefits

Hourly rate: $30 to $35 per hour, commensurate with experience.

Full-time, permanent; day shifts, Monday to Friday; on-call (occasional).

44 hours per week.

Competitive health benefits and opportunities for career growth and professional development.

Discounts on personal electronics purchases.

Qualified candidates, please send your resume to   . We thank all who apply. However, only those considered for an interview will be contacted.

Design Electronics is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environment. We will accommodate the needs of the applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process.

Information received relating to accommodation measures will be addressed confidentially.

#J-18808-Ljbffr