IT Support Specialist
Aligned Automation - Concord, NC
posted 3 months ago
About the position
Aligned Automation is a strategic service provider that partners with Fortune 500 leaders to digitize enterprise operations and enable business strategies. We believe we can create positive, lasting change in the way our clients work while advancing the global impact of their business solutions for a more optimistic and better world. This position is for an IT Support Specialist to support one of our fortune clients. In this role, you will provide global support for Surface Hubs, MTR devices, and traditional AV hardware including Logitech, Crestron, AMX, Poly, and others. You will take ownership of incidents in the Modern Meetings team global queue, ensuring compliance with Service Level Agreements (SLAs) and updating incidents in the ticketing system (Service Now) accordingly. You will also identify and follow up on device-related problems, adhere to the documented escalation process, and maintain communication by providing updates to IT site service leaders. Additionally, you will utilize and support current and upcoming AV management tools, including XIO Cloud, MMR, and QSC Reflect, while providing necessary maintenance and support for devices and management tools. Engaging in daily discussions with the global team to uphold a high level of service and support is essential. You will follow change management procedures diligently and be prepared for potential travel to other sites worldwide if necessary. In terms of deployment and project responsibilities, you will review new device firmware and Microsoft Teams features, communicating relevant information to the business as required. Conducting room surveys virtually for your region and physically for local offices, as needed, will also be part of your duties. You will take charge of new standard meeting room equipment installation projects and perform requested new technology reviews and testing. If you are a highly motivated individual with a passion for helping organizations succeed, we invite you to apply for this position. You will have the opportunity to work with one of our fortune clients, tackle complex business challenges, and make a significant impact on organizational performance. We offer competitive compensation, professional development opportunities, and a supportive work environment.
Responsibilities
- Provide global support for Surface Hubs, MTR devices, and traditional AV hardware (Logitech, Crestron, AMX, Poly, etc.).
- Take ownership of incidents in the Modern Meetings team global queue.
- Ensure compliance with Service Level Agreements (SLAs) and update incidents in the ticketing system (Service Now) accordingly.
- Identify and follow up on device-related problems.
- Adhere to the documented escalation process.
- Maintain communication by providing updates to IT site service leaders.
- Utilize and support current and upcoming AV management tools, including XIO Cloud, MMR, and QSC Reflect.
- Provide necessary maintenance and support for devices and management tools.
- Engage in daily discussions with the global team to uphold a high level of service and support.
- Follow change management procedures diligently.
- Be prepared for potential travel to other sites worldwide if necessary.
- Review new device firmware and Microsoft Teams features; communicate relevant information to the business as required.
- Conduct room surveys virtually for your region and physically for local offices, as needed.
- Take charge of new standard meeting room equipment installation projects.
- Perform requested new technology reviews and testing.
Requirements
- Previous experience in first-line desktop support.
- Familiarity with Microsoft Surface Hubs.
- Prior experience with Microsoft Teams.
- Proficiency in delivering Collaboration, AV, and digital workplace technologies.
- Demonstrated ability to work independently, manage self-set tasks and objectives.
- Skilled in both independent and team-based work environments.
- Capacity to challenge conventions and think creatively.
- Experience in installation and commissioning of MTR systems.
Benefits
- Competitive compensation
- Professional development opportunities
- Supportive work environment
