SENIOR TECHNICAL SUPPORT MANAGER (AV)

Overview

Reporting to the Service Manager, the Senior Technical Support Manager (AV) will play a pivotal role in ensuring our clients' integrated technology systems run smoothly and efficiently. You will serve as the primary point of contact for our customers, addressing their technology challenges and ensuring a high level of customer satisfaction. Your expertise will be essential in managing ticketing systems, providing remote systems support, and conducting diagnostics and troubleshooting as needed.

Responsibilities

• Manage and prioritize incoming service requests and technical support tickets.
• Ensure all tickets are tracked, documented, and resolved within agreed-upon service level agreements (SLAs).
• Implement and maintain a robust ticketing system to streamline support processes.
• Provide expert remote technical support to customers, troubleshooting and resolving issues efficiently.
• Utilize remot...