A/V Technical Support Representative

IVCi, LLC is seeking an on-site A/V Technical Support Representative in Hauppauge, NY to join its support organization. This role centers on deep technical troubleshooting for escalated incidents spanning the Managed Video Network, deployed A/V and video conferencing equipment, and web video applications, all with a strong focus on customer service within a technical team environment.

Position Details

• Location: Hauppauge, NY (onsite)
• Compensation: USD 29 - 39 per hour

Responsibilities

• Troubleshoot technical issues presented by customers.
• Log all activities related to customer issues accurately, keeping problem tickets up to date.
• Coordinate complex problems to resolution using resources such as vendors, manufacturers, internal technicians, and documentation.
• Ensure timely closure of all assigned problems.
• Apply systematic remote troubleshooting to expedite isolation of root causes and identify appropriate fixes.
• Demonstrate excellent customer service in all client interactions.
• Process customer repair requests by coordinating with vendors and manufacturers (RMA processing).
• Maintain documentation to assist the technical support group, including troubleshooting scripts and general documentation.
• Coordinate resources for technical dispatches including programming, engineering, and third-party manufacturer support.
• Maintain an accurate customer asset database.
• Conduct video test calls with clients as requested.
• Provide customer and IVCi training and support as required.

Requirements

• Teamwork and cooperative mindset.
• Willingness to take on new tasks openly.
• Flexibility and ability to multitask effectively.
• Holiday shifts may be required on occasion.
• Other duties as needed, including backfilling roles, vacation coverage, project work, off-hours work as required.

Technologies

• IVCi Managed Video Network
• Webex
• Zoom
• Microsoft Teams
• Active Directory
• CUCM (Cisco Unified Communications Manager)
• One Beyond Camera systems

About IVCi

IVCi is a leader in the Unified Communications, Collaboration and Audio Visual Integration industries. The company serves corporate, educational, and government markets across the United States and beyond, focusing on achieving the desired end user experience while adapting to new technologies as part of its growth strategy.