On-site Technician Associate

About the Role

The On-site Technician Associate plays a crucial role in keeping IT operations running smoothly and ensuring customers have the support they need to effectively utilize technology. This role will float between Southern California offices, with Los Angeles as the main location.

Key Responsibilities

• Audio Visual:

• Microsoft Surface Hubs: Configure settings, including display, audio, and network configurations. Reset or reconfigure devices when necessary.

• Crestron: Diagnose and resolve network connectivity issues (wired and wireless). Ensure devices are properly connected and communicate. Diagnose and fix audio issues (volume, speaker output, microphone functionality). Troubleshoot video issues (display problems, resolution settings).

• Microsoft Teams Rooms (MTRs): Diagnose and resolve connectivity issues. Ensure systems are properly connected to the internal network. Troubleshoot user interface issues (touch panel responsiveness, meeting controls). Ensure the interface displays meeting information and controls correctly.

• Additional technologies: Support Condeco, Barco Click Share, Pano, Polycom, Cisco, and general AV equipment (speakers, cameras, monitors/kiosks).

• Technical Support:

• Provide support to customers working on-site, at client engagements, or off-site.

• Troubleshoot and solve issues related to PC, MAC, applications, AV, and network connectivity.

• Manage ServiceNow tickets, prioritizing them and being aware of SLAs.

• Support Microsoft Windows and MAC operating systems.

• Provide support for Microsoft applications: Outlook, Teams, OneDrive, Office365.

• Perform asset management: shipping, receiving, tracking, and managing hardware from acquisition to disposal.

• Provide printer support (installation, configuration, relocation, troubleshooting).

• Offer event and meeting support (on-site or off-site).

• Provide remote hands support as guided by the network operations team (checking ports, tracing cables, rebooting hardware, upgrading devices).

• Offer VIP/White Glove support.

Requirements & Tech Stack

• Operating Systems: Microsoft Windows, MAC OS
• Applications: Microsoft Outlook, Microsoft Teams, Microsoft OneDrive, Office365
• AV Hardware/Software: Microsoft Surface Hubs, Crestron, Condeco, Barco Click Share, Pano, Polycom, Cisco, general AV equipment
• Ticketing System: ServiceNow
• Networking: Wired and wireless connectivity troubleshooting.

Qualifications

• Interpersonal Skills:

• Outstanding customer service skills.

• Excellent communication skills.

• Great team mentality.

• Self-motivated, organized, detail-oriented, and able to multi-task.

• Desire to learn and build a career.

• Experience:

• 2+ years of on-site technical support experience, or a degree in a related discipline.

• Other:

• Occasional travel may be required to support other EY locations, client engagement sites, or off-site events.

• Occasional after-hour support may be required.