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The Onsite & Dispatch Support team plays a key role in providing exceptional first‑level support for customers’ diverse technical environment. The primary focus is on digital‑first support, with occasional onsite presence at customer locations worldwide required. The team ensures quick resolutions to IT service issues, supporting both resident and dispatch technicians who manage incident tickets and offer in‑person assistance.
Skills & Responsibilities
* Resident Technicians: Expertise in AV systems, hardware support, and network troubleshooting.
* Dispatch Technicians: Capable of troubleshooting diverse technical issues across locations.
* Experience with troubleshooting and managing AV systems (Crestron, Extron, Teams Rooms).
* Ability to adapt to evolving environments, displaying flexibility and innovation in service delivery.
* Provide first‑level onsite support for hardware, AV systems, device management, and basic networking.
* Act as the primary point of contact for onsite support, including issue registration, classification, and restoration of failed IT services.
* Collaborate with internal teams to ensure seamless ticket dispatch and support across various service areas.
* Exhibit superior customer service by effectively communicating and assisting clients, while promoting a positive user experience.
* Manage and troubleshoot customer devices, AV setups (Extron, Crestron), and conference room equipment, ensuring functionality during events.
* Contribute to AV event support, assisting with setup, troubleshooting, and post‑event shutdown.
* Maintain inventory of devices, spare parts, and equipment, ensuring timely replacements and repairs.
* Certifications: CompTIA A+, CTS (Certified Technology Specialist), Azure Fundamentals, or equivalent.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Information Technology
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