1. Provide first-level technical support, which includes centralized incident management and customer requests, with a focus on first-contact resolution.
2. Train users on digital display systems.
3. Use best practices for incident management, including detailed ticket documentation, and application of analytical skills to identify root cause and quickly determine resolution.
4. Provide technical support for digital display and planning systems (on-premise and remote)
5. Participate in upgrades and maintenance of display systems and its equipment, including encoders / decoders and media players.
6. Monitor systems and coordinate system maintenance and support with vendors to ensure environmental stability.
7. Providing client best solution as per requirement.
8. Coordinating with client and contractors to get the work done timely.
9. Preparing all required document and prerequisite for starting a project.
10. Coordinating internally with each department for smooth and timely finishing of work.
11. Develop technical documentation to be added to the departments knowledge base to ensure appropriate knowledge transfer and knowledge sharing.
12. Adhere to IT service management processes and procedures to ensure environmental stability.
13. Provide excellent customer service by using active listening and communication skills and representing the interests of the customer internally.
14. Making sure all screens are on and working properly as installed.
15. Arranging all necessary documents, equipments an alerting all concerned party in case of any screen maintenance.
16. Updating all screens content as per contract.
17. Doing periodic and surprise inspections of screens.
18. Comply with all company policies, procedures, and standards.
Qualifications:
1. Diploma in Computer Hardware or Technical Skills certification or related degree is required.
2. experience in system support and user support required. experience with digital signage systems and technologies is an asset.
3. Must have good independent thinking and problem-solving skills and demonstrated ability to prioritize and perform multiple tasks in a very stressful environment.
4. Ability to handle multiple problems and projects at the same time.