Managed Services Technician

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Serve as the main technical liaison for assigned service requests and tickets.

• Collaborate with clients to collect information, analyze the data presented, and consult AV system documentation to quickly reach a diagnosis.

• Escalate issues to the programming and field engineering teams as needed when remote resolution is not possible.

• Foster positive relationships with key members of the vendor technical team.

• Develop strong, long-lasting business relationships with clients by consistently exceeding their expectations.

• Prioritize live communication with clients, making it your default approach to pick up the phone for a conversation.

• Oversee the technical aspects of the service ticket database, including technical reporting, capturing and recording relevant notes and data, and ensuring successful ticket hand-offs.

• Deliver a consistent customer experience to both ad-hoc and care contract clients, aiming to transition ad-hoc customers into care contracts.

• Achieve proficiency in ConnectWise, the ERP and service tracking/ticketing platform.

• Track and allocate time accurately within ConnectWise.

• Complete technical closure reports promptly when tickets are closed, detailing the diagnosis, actions taken, resolution, and recommendations to prevent future issues.

• Comply with all required SLA metrics.

⛳️ Requirements

• Outstanding written and verbal communication skills with an exceptional ability to connect and empathize with clients.

• A strong curiosity and determination to solve complex technical problems with limited information.

• Capability to read and interpret audio-visual line drawings and scopes of work.

• Familiarity with major UC platforms such as Microsoft Teams, Zoom (including desktop and meeting room experiences), Cisco WebEx, etc., along with relevant certifications.

• Audio-visual manufacturer certifications are highly desirable; if not already held, a willingness to obtain them within the first six months is expected.

• Some programming skills, knowledge, or experience are advantageous and highly regarded.

• CTS designation is a plus.

• College/University education or equivalent experience is preferred.

🏝️ Benefits

• Compensation includes a combination of base salary and a bonus program tied to the achievement of role-specific KPIs, 360-degree feedback, and corporate financial goals.

• Multiple career paths are available for Managed Services Technicians, tailored to individual desires and capabilities.