Technical Support Representative

Job Summary

Providing essential customer service and technical support, the full-time Technical Support Representative will manage AV and collaboration support requests in a hybrid work environment, ensuring quality case progression and client communication.

Key responsibilities:

• Act as the first point of contact for AV and collaboration support requests, logging and categorizing incidents in ServiceNow
• Perform initial diagnostics and support standard meeting-room requests, including assistance with Microsoft Teams Rooms and Zoom Rooms
• Coordinate remote technical support and maintain accurate asset and case information while escalating priority issues as necessary

Required qualifications:

• Basic understanding of meeting room technology, including displays, cameras, and video conferencing systems
• Experience using ServiceNow or a comparable ITSM platform is preferred
• Willingness to build knowledge in AV, IT, networking, and troubleshooting
• Customer service, coordination, or helpdesk experience is desirable
• Foundation-level ITIL, AVIXA, Microsoft, or Cisco training is advantageous