About the role
As a Senior Customer Engineer, you will provide a range of hardware, software, and network technical support, that include troubleshooting, staging and configuration, and resolving tickets for internal and external customers.
Salary range: $25 - $28 USD/HR
What you'll be doing

• Perform a complex range of technical work activities either remotely or at customer site to meet business and customer requirements.
• Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.
• Provide Technical Leadership in own specific area of expertise.
• Document and reports on work completed to ensure compliance with Company and Customer Procedures

Troubleshooting (Video and Audio):

• The contractor should be proficient in diagnosing and resolving issues related to video and audio equipment, especially Cisco kits commonly used in meeting rooms. This includes troubleshooting connectivity problems, ensuring proper functioning, and addressing any technical glitches.
• Administer the RMA process. Jane St. does not have any support contracts in place today. They use a spare pool of equipment and RMA broken equipment

Room Condition Checks:

• Regularly inspecting meeting rooms is essential.
• The contractor should verify that the rooms are in good condition, including checking for any wear and tear, damaged cables, or malfunctioning equipment.

L2 Technician Support:

• As an L2 technician, the contractor will handle escalated issues from other staff members who perform meeting room checkouts.
• They'll address configuration problems, connectivity issues, and any other technical challenges.

Event Support:

• The contractor should be available to assist during corporate events.
• This could involve setting up AV equipment, troubleshooting during events, and ensuring everything runs smoothly.

Meeting Room Refreshes:

• When meeting rooms need updates or changes (such as new cabling, equipment upgrades, or rearrangement), the contractor will be responsible for executing these refreshes.
• The contractor will play a vital part in maintaining meeting room functionality.

Inventory Management (Proof of Concept):

• Managing AV equipment inventory is crucial. The contractor should keep track of what's available, plan for future needs, and maintain an organized system.

Theoretical AV Support and Future Concepts:

• Staying informed about emerging AV technologies and trends is essential.
• The contractor should be able to provide insights into future concepts and improvements.

Onsite Availability:

• The contractor is expected to be onsite five days a week.
• However, exploring alternatives (such as three days a week) could be considered.

Backup Support:

• Plan for back-up for the individual.

Cisco Kit and Corporate Event Space:

• The contractor should be familiar with Cisco AV equipment commonly used in corporate event spaces. Additionally, they'll ensure that broken equipment goes through the RMA (Return Merchandise Authorization) process.

Onsite Spare Equipment:

• Manage spare AV equipment onsite to ensure quick replacements when needed.

What you have

• 7 years' experience in IT Service environment.
• 3 years' experience of AV support
• Experience with ticketing systems such as ServiceNow.
• You must be authorized to work in the United States.

Bonus points

• BA or equivalent technical school degree preferred or equivalent experience, industry certifications a plus.
• ServiceNow experience.
• Hardware break-fix assistance
• PC imaging processes and procedures
• Troubleshooting
• Mobile phone support
• Audio Visual support

What you can expect
There's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.
About us
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We're a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country's best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us