Service Technician

The Company

Ultimate Technologies Group (UTG) has been ranked by its people as a Best Place to Work for each year it has been in business. This year marks the 7th year in a row, and the first time UTG made it to the top of the list as the #1 Best Place to Work in Indiana for Small & Medium sized companies. Headquartered in Fishers, IN (just north of Indianapolis), UTG is a service-focused commercial audio-visual and information technology services company that provides global virtual communication and collaboration solutions. UTG designs, installs and services its clients wherever they are in the world.

We are a super-fast-growth company that hires the best talent - a mix of high technical and interpersonal skills. Our team members receive stock ownership, above-market pay, comprehensive benefits including medical, dental, 401K with match, and the opportunity for extensive personal and professional growth. Visit us at https://www.linkedin.com/company/ultimatetechgroup/

The Role

We are seeking a skilled and dedicated Service Technician to join our technology company specializing in Information Technology (IT) and Audio-Visual (AV) solutions. The ideal candidate will play a crucial role in supporting the service team and addressing complex service issues via phone, remote monitoring, and/or in the field. This position requires a strong technical background, excellent problem-solving skills, and the ability to work independently and collaboratively with clients and internal teams.

Location: This is an onsite role that travels between our Fishers office and client sites depending on the service need.

Hours: Monday-Friday, 8am-5pm

Responsibilities

• Client Support: Provide client support by communicating via phone, email, video conferencing, or in-person to address service-related issues.
• Technical Support: Troubleshoot audio-visual equipment by diagnosing and determining the proper repair. Investigate, troubleshoot and resolve (in real-time) issues brought to you by clients related to their audio-visual equipment.
• Installation and Maintenance: Perform installation, configuration, and maintenance of IT and AV equipment and systems.
• Customer Interaction: Engage with clients to understand their needs, provide solutions, and ensure customer satisfaction.
• Documentation: Maintain detailed records of service activities, including issue resolution, equipment maintenance, and client interactions. Document the service call resolution in our ticketing database (HubSpot).
• Training and Guidance: Train and guide clients on the proper use and maintenance of IT and AV systems.
• Quality Assurance: Ensure all service activities meet quality standards and comply with industry regulations.
• Preventative Care: Perform annual preventative maintenance check and requested training for clients who’ve purchased our Ultimate Care contracts.
• Ticket Management: Complete and close Tickets in a timely manner, maintaining company KPIs.
• Communicate with OEM on unresolved issues with audio-visual equipment.
• Obtain return merchandise authorizations (RMAs) from manufacturers on unrepairable products.
• Communication: Exercise effective listening and communication skills with technicians, office staff and clients.
• Vehicle Responsibilities: Maintain company vehicle, inventory, and equipment (If issues a vehicle).
  
  

Competencies

Must-Haves

• Bachelor’s Degree
• Industry Experience: Experience within the technology sector, with a focus on IT and AV products
• Technical Support: Proven experience in providing technical support and troubleshooting complex issues
• Customer Interaction: Experience in engaging with clients and providing high-quality customer service
• Ability to obtain AVIXA CTS certification within 90 days
• Ability to reliably commute to client locations
• Sitting required for up to 90% of the daily work schedule.
• Operating a computer keyboard for up to 90% of the work time
• Viewing a computer screen for up to 90% of the work time
  
  

Nice-to-Haves

• Bachelor's Degree in Computer Science, Information Technology, or related field is preferred.
  
  

Soft Skills

• Attention to Detail: High level of attention to detail and accuracy in service activities and documentation.
• Problem-Solving: Excellent analytical and problem-solving skills, with the ability to troubleshoot complex issues in the field.
• Communication: Strong verbal and written communication skills, with the ability to communicate technical issues to a non-technical workforce.