Incident Response Technician

Incident Response Technician A-V Services Inc. - 3.1 New York, NY Job Details Part-time From $45 an hour 1 day ago Qualifications Zoom DHCP Problem-solving SharePoint VPN Full Job Description The Incident Response Technician (IRT) - Retail is responsible for providing technical support, troubleshooting, and remediation. The IRT collaborates with clients and support teams to resolve service issues efficiently, ensuring minimal disruption to operations. Success in this role requires strong technical acumen, effective communication, and a proactive approach. Key Objectives Deliver prompt and effective field service and repairs for AV systems. Manage inventory and supplies for AV BreakFix operations. Monitor and respond to service tickets, ensuring timely remediation. Provide both onsite and remote support for operational events, including power incidents. Uphold a professional image. Roles and Responsibilities Troubleshoot, repair, replace, test, and validate all field service and remediation requests. Collaborate directly with clients, technicians, and vendors to deliver in-person and remote support. Support multimedia operations during events that may impact service (e.g., PMRs, ITSM power events). Monitor, assign, and take ownership of tickets in the incident management system. Update, escalate, resolve, and document assigned tickets daily. Manage service dispatch by coordinating onsite or vendor support, creating JIRA tickets, and providing regular status updates. Escalate issues promptly when further approval or guidance is required. Oversee multimedia inventory by tracking usage, identifying low stock, and conducting periodic audits. Enhance client communication by providing timely and informative updates on issue progress. Maintain digital signage by monitoring player health and processing necessary replacements. Provide periodic weekend support for ITSM-related tasks. Qualifications 2-3 years of corporate AV experience required. Proficient with integrated production systems (e.g., Crestron, Qsys, Shure, Zoom conference room technologies digital signal, Cisco telepresence, audio DSP, network switches). Strong working knowledge of Microsoft Office, SharePoint, and Outlook.

Familiarity with desktop networking concepts:

Wi-Fi, MAC addresses, DHCP/static IPs, VPNs, and mobile app installation. Excellent organizational and communication skills.

Pay:

From $45.00 per hour

Work Location:

In person