SENIOR TECHNICAL SUPPORT MANAGER (AV)

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.

This role requires technical proficiency in remote troubleshooting and isolating issues for integrated systems, including audio, video, access control, digital surveillance, conference, network, room control and home automation systems.

The ideal candidate will be a team-oriented individual that will require leadership and problem-solving skills. They will demonstrate excellent verbal and written communication skills when collaborating with, directing, and reporting to all external and internal stakeholders regarding the required work tasks, coordination efforts, potential issues, quality assurance, and work progress.The ideal candidate is a member of a key department, that is responsible for the longest relationship within our clients’ journey and maintain an on-going excellent customer service experience.

Comparable Job Titles : Technical Support Specialist, Advanced Remote Support Specalist, or Technical Manager

Type

Full Time | Permanent

Full Time | Permanent

Schedule

Day Shifts | M to F

On-call (occasional)

Day Shifts | M to F

On-call (occasional)

Hours per Week

44 Hours

44 Hours

Education

Highschool/GED (required)

Highschool/GED (required)

• We are a family-based environment, with an experienced team of audio-visual professionals.
• We offer an opportunity for career growth and professional development.
• Located in the beautiful Niagara Region, Ontario.
• $30 to $35 per hour, commensurate with experience.
• Opportunity for business-performance-based rewards.
• Competitive health benefits.
• Opportunity for career growth and professional development
• Discounts on personal electronics purchases.

Customer Satisfaction

• Build and maintain strong relationships with our clients, understanding their technology needs and objectives.
• Proactively engage with customers to assess their satisfaction levels and identify opportunities for improvement.
• Collaborate with cross-functional teams to ensure timely and effective resolution of customer issues.

Ticket Management

• 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.

Remote Systems Support

• Provide expert remote technical support to customers, troubleshooting and resolving issues efficiently.
• Utilize remote access tools and technologies to diagnose and resolve technical problems.
• Offer guidance and instructions to customers to resolve basic technical issues independently.

Diagnostics & Troubleshooting

• Analyze complex technical problems and devise effective solutions.
• Conduct in-depth system diagnostics and troubleshooting to identify root causes of issues.
• Collaborate with technical teams to develop and implement comprehensive solutions.

Perform other duties as assigned based upon business need.

• 10+ years of proven experience in the installation and integration of home and commercial automation systems is required.
• High school diploma or GED is required.
• Experience in reading/understanding architecture, electrical, structural & AV systems drawings is required.
• Valid driver's license and ability to travel to project sites as needed is required.
• L2 Police background check will be required.
• Bachelor's degree or college diploma in a relevant field (e.g., Electrical Engineering, Information Technology) or equivalent experience is preferred.
• Expeience interacting with contractors, trades, architects, and designers is preferred.
• Certifications in relevant automation technologies (e.g., CEDIA, Crestron, Control4) is preferred.
• Strong technical knowledge of automation technologies, including smart home devices, audio/video systems, lighting control, and security systems.
• Excellent problem-solving and troubleshooting skills.
• Exceptional communication and client-facing skills.
• Strong computer literacy, with proficiency in using remote access tools and diagnostic software.

Qualified candidates, please send your resume to ***email_hidden*** . We thank all who apply. However, only those considered for an interview will be contacted.

Design Electronics is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environment. We will accommodate the needs of the applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process. Information received relating to accommodation measures will be addressed confidentially.