Technical Support Representative

Role:
Technical Support Representative

Location:

Wall, NJ

Contract:

Permanent,
Full Time

Hours:

40 hours per week

Salary: $45,000 - $55,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K

Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organizations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.

The Support Representative role combines customer service, case coordination, and entry-level technical support. It owns the quality of initial logging, communication and progression, follows documented procedures for standard requests and basic diagnostics, and engages the appropriate technical, field, supplier or partner resource when further action is required.

• Act as the first point of contact for AV, meeting room and collaboration support requests using approved contact channels.
• Log, categorize, prioritize and maintain incidents and service requests in Service Now, recording clear symptoms, business impact, affected rooms or devices and actions taken.
• Own assigned cases from initial contact through closure, keeping clients and internal stakeholders informed and ensuring responsible parties actively progress the case.
• Perform initial diagnostics using approved scripts, knowledge articles and remote tools, including basic checks of power, connectivity, peripherals, room status, application state and user operation.
• Support standard meeting-room and collaboration requests, including call set-up guidance and basic assistance for Microsoft Teams Rooms, Zoom Rooms, Cisco collaboration endpoints and common AV peripherals.
• Recognize priority, major-impact and security-sensitive issues and escalates promptly in line with the agreed process.
• Coordinate remote technical support, field engineer attendance, partner visits, repairs, replacementequipmentand manufacturer engagement as directed.
• Maintainaccurateasset,location and case information, and highlight identified changes to the responsible asset or configuration owner.
• Support Preventative Maintenance Visit scheduling, servicehandoversandadministratefollow-upswhenincluded in the client service.
• Create or improve straightforward user guidance and knowledge content andshare recurring observations with senior colleagues.
• Protect client and company information and follow contractual, data-handling, health and safety and service management requirements.

• Strong customer service and professional written and verbal communication.
• Careful listening, questioning,documentation,and attention to detail.
• Ability toprioritieswork, follow standardproceduresand remain calm under pressure.
• Basic understanding of meeting rooms, displays, cameras, microphones,speakers,and video conferencing.
• Confidence using Microsoft 365 applications and remote collaboration tools.
• Experience using Service Now or a comparable ITSM platform is preferred.
• Willingness and aptitude to build AV, IT,networking,and troubleshooting knowledge.
• Customer service, coordination,helpdeskor service desk experience is desirable.
• Previous exposure to corporate AV, meeting-room technology,or technical support is desirable but not essential.
• Foundation-level ITIL, AVIXA, Microsoft, Cisco or vendor learning is advantageous, not mandatory.

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other 'protected characteristics. We welcome your application.