Onsite and Dispatch Technician

The Onsite & Dispatch Support - team plays a key role in providing exceptional first-level support for Microsoft’s diverse technical environment. While the primary focus is on digital-first support, occasional onsite presence at Microsoft locations worldwide is required. The team ensures quick resolutions to IT service issues, supporting both resident and dispatch technicians who manage incident tickets and offer in-person assistance.

Skills & Responsibilities:

 Provide assistance to users who report conference room problems through the Global Helpdesk that cannot be resolved remotely.

 Work with higher support tier, third-party AV integrators, and/or manufacturers on resolving meeting room AV problems

 Resident Technicians: 4+ years of experience; expertise in AV systems, hardware support, and network troubleshooting.

 Work during local business hours of that specific location. Expertise on local language with English written and communication expertise

 Experience with troubleshooting and managing AV systems (Crestron, Extron, Teams Rooms).

 Strong communication skills, with a customer-focused approach to resolving issues.

 Ability to adapt to evolving environments, displaying flexibility and innovation in service delivery.

 Provide first-level onsite support for hardware, AV systems, device management, and basic networking.

 Act as the primary point of contact for onsite support, including issue registration, classification, and restoration of failed IT services.

 Collaborate with internal teams to ensure seamless ticket dispatch and support across various service areas.

 Exhibit superior customer service by effectively communicating and assisting clients, while promoting a positive user experience.

 Manage and troubleshoot Microsoft devices, AV setups (Extron, Crestron), and conference room equipment, ensuring functionality during events.

 Contribute to AV event support, assisting with setup, troubleshooting, and post-event shutdown.

 Maintain inventory of devices, spare parts, and equipment, ensuring timely replacements and repairs.

 Certifications: CompTIA A+, CTS (Certified Technology Specialist), Azure Fundamentals, or equivalent.