SENIOR ANALYST Positions in HCL Technologies San Mateo County, CA
Website HCL Technologies
This Jobsfunter Listing is about HCL Technologies in San Mateo County, CA 2022
About the job
Job responsibilities will include:Routine inspections of audio visual installations using BlueJeans to ensure their preparedness for use, Initial triage of issues found during routine inspections of conference rooms, and escalation of any issues that cannot be resolved in a first pass attempt, 95% issues are resolved in first pass.
Perform daily maintenance of hardware and software for AV/VC
Work with Client Engineers to troubleshoot difficult internal problems
Strong diagnostic skills
Adept in Technical Documentation
Ability to meet and exceed service deadlines
Provide onsite support for visitor and executive level events
Communicate effectively with clients to identify needs and evaluate solutions
Work with internal ticketing system
Daily preventative maintenance & room inspections of AV/VC equipment
Maintenance and restoration of VC operations
Operations validation against documented VC standards
Basic VC commissioning and troubleshooting
Inbound support task management
Escalation of complex issues to appropriate support teams
Quarterly physical audits of Wayfinder(s) as requested
Perform equipment sweeps in event venue spaces per business needs and according to defined needs of Event Operation teams
Escalation of any event space equipment issues to appropriate support teams
Basic AV knowledge is required Equipment Models:Display Technologies Manufacturers Audio Technologies Manufacturers Control Technologies Manufacturers Wayfinder/Captive Display Technologies Manufacturers Video Conferencing Technologies ManufacturersNEC Clear One Crestron Planar CiscoSamsung QSC
ELO Blue JeansPlanar Crestron
Samsung
Artison
To maintain high login Efficiency (Availability) for customers. (2.)
To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (3.)
To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (4.)
Work on value adding activities such Knowledge base update and self development. (5.)
To adhere to quality standards
(voice and accent , Tech Monitoring), regulatory requirements and company policies. (6.)
To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
Company: HCL Technologies
Vacancy Type: Full-time · Associate
Job Location: San Mateo County, CA
Application Deadline: N/A
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