Technical Support Representative

The Technical Support Representative role at Kinly is a permanent, full-time, onsite position in Wall, NJ. You will provide first-point support for AV, meeting room, and collaboration requests, manage incidents through ServiceNow, and coordinate escalation to the right internal or external resources when needed.

Location and Employment Details

• Location: Wall, NJ (onsite)
• Contract: Permanent
• Schedule: 40 hours per week
• Salary: USD 45,000 - 55,000 per year

Core Responsibilities

• Serve as the first point of contact for AV, meeting room, and collaboration support requests using approved contact channels.
• Log, categorize, prioritize, and maintain incidents and service requests in ServiceNow, capturing symptoms, business impact, affected rooms or devices, and actions taken.
• Own assigned cases from initial contact through closure, keeping clients and internal stakeholders informed while ensuring responsible parties actively progress each case.
• Carry out initial diagnostics using approved scripts, knowledge articles, and remote tools, including basic checks of power, connectivity, peripherals, room status, application state, and user operation.
• Support standard meeting-room and collaboration requests, including call setup guidance and basic assistance for Microsoft Teams Rooms, Zoom Rooms, Cisco collaboration endpoints, and common AV peripherals.
• Identify priority, major-impact, and security-sensitive issues and escalate promptly in line with the agreed process.
• Coordinate remote technical support and arrange field engineer attendance, partner visits, repairs, replacement equipment, and manufacturer engagement as directed.
• Maintain accurate asset, location, and case information, and flag identified changes to the responsible asset or configuration owner.
• Assist with Preventative Maintenance Visit scheduling, service handovers, and administrate follow-ups when included in the client service.
• Create or enhance straightforward user guidance and knowledge content, and share recurring observations with senior colleagues.
• Follow requirements related to contractual obligations, data handling, health and safety, and service management, protecting client and company information.

Required and Preferred Qualifications

• Strong customer service skills with professional written and verbal communication.
• Ability to listen carefully, ask appropriate questions, document details accurately, and maintain attention to detail.
• Capability to prioritize work, follow standard procedures, and remain calm under pressure.
• Basic understanding of meeting rooms and common components including displays, cameras, microphones, speakers, and video conferencing.
• Confidence using Microsoft 365 applications and remote collaboration tools.
• ServiceNow or a comparable ITSM platform experience is preferred.
• Willingness and aptitude to build knowledge across AV, IT, networking, and troubleshooting.
• Customer service, coordination, helpdesk, or service desk experience is desirable.
• Exposure to corporate AV, meeting-room technology, or technical support is desirable but not essential.
• Foundation-level ITIL, AVIXA, Microsoft, Cisco, or vendor learning is advantageous, not mandatory.

Technologies

• ServiceNow
• Microsoft Teams Rooms
• Zoom Rooms
• Cisco collaboration endpoints
• Microsoft 365
• ITSM
• ITIL
• AVIXA
• Cisco

Benefits

• Health insurance
• Vision and dental insurance
• Disability coverage
• Vacation
• Sick leave
• 401K

Equal Opportunities

Kinly is committed to providing equal opportunities in employment. All qualified applicants will receive consideration without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion, or other protected characteristics. The company welcomes applications.