Technical Support Representative

Role: Technical Support Representative Location: Wall, NJ Contract: Permanent, Full Time Hours: 40 hours per week Salary: $45,000 - $55,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organizations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.

The Support Representative role combines customer service, case coordination, and entry-level technical support. It owns the quality of initial logging, communication and progression, follows documented procedures for standard requests and basic diagnostics, and engages the appropriate technical, field, supplier or partner resource when further action is required.

Key Responsibilities:

• Act as the first point of contact for AV, meeting room and collaboration support requests using approved contact channels.
• Log, categorize, prioritize and maintain incidents and service requests in ServiceNow, recording clear symptoms, business impact, affected rooms or devices and actions taken.
• Own assigned cases from initial contact through closure, keeping clients and internal stakeholders informed and ensuring responsible parties actively progress the case.
• Perform initial diagnostics using approved scripts, knowledge articles and remote tools, including basic checks of power, connectivity, peripherals, room status, application state and user operation.
• Support standard meeting-room and collaboration requests, including call set-up guidance and basic assistance for Microsoft Teams Rooms, Zoom Rooms, Cisco collaboration endpoints and common AV peripherals.
• Recognize priority, major-impact and security-sensitive issues and escalate promptly in line with the agreed process.
• Coordinate remote technical support, field engineer attendance, partner visits, repairs, replacement equipment and manufacturer engagement as directed.
• Maintain accurate asset, location and case information, and highlight identified changes to the responsible asset or configuration owner.
• Support Preventative Maintenance Visit scheduling, service handovers and administrate follow-ups when included in the client service.
• Create or improve straightforward user guidance and knowledge content and share recurring observations with senior colleagues.
• Protect client and company information and follow contractual, data-handling, health and safety and service management requirements.

Skills & Experience:

• Strong customer service and professional written and verbal communication.
• Careful listening, questioning, documentation, and attention to detail.
• Ability to priorities work, follow standard procedures and remain calm under pressure.
• Basic understanding of meeting rooms, displays, cameras, microphones, speakers, and video conferencing.
• Confidence using Microsoft 365 applications and remote collaboration tools.
• Experience using ServiceNow or a comparable ITSM platform is preferred.
• Willingness and aptitude to build AV, IT, networking, and troubleshooting knowledge.
• Customer service, coordination, helpdesk or service desk experience is desirable.
• Previous exposure to corporate AV, meeting-room technology, or technical support is desirable but not essential.
• Foundation-level ITIL, AVIXA, Microsoft, Cisco or vendor learning is advantageous, not mandatory.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling. If you do require details of the vacancy or the application process in an alternative format, please email [email protected] outlining your requirements. Equal Opportunities: Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.