Managed Services Engineer

Why hitplay?

Everything we do is simple, smart, and customer focused. We are passionate about building connected experiences that people love. We’re a team that supports each other and together we help our customers through the intelligent design, deployment, and support of integrated audio-visual systems. You’ll have an opportunity to work in a central downtown location and with the biggest and best organizations in Canada.

We are growing rapidly and we’re looking to add another amazing Managed Services

Engineer to the service team.

The Opportunity

You are a champion of building positive customer experiences through delivering dependable, accurate, empathetic remote technical service. You possess a Swiss army knife skillset that is part can-do attitude, part technical acumen and part networker that ensures a client’s service needs are met by hitplay. With your breadth of technical knowledge from having been an installation technician, field engineer, programmer, or designer; diagnosing and solving audio visual system challenges with sometimes limited information excites you.

Reporting To

This role reports to the Sr. Manager of Managed Services

Responsibilities

Technical Troubleshooting and Diagnostics

- Be the primary technical contact for assigned service requests/tickets
- Gather information working with the client, the data presented, and the AV system documentation; to arrive at a diagnosis as quickly as possible.
- Attempt to resolve the issue remotely by performing Levels 1/2/3 remote troubleshooting.
- Escalate to the programming and field engineering teams as required if you are unable to resolve remotely
- Obtain sufficient information to effectively escalate and dispatch the required technical team member to the client site.
- Ensure all required reporting, information, and notes are captured within

ConnectWise
- In some cases, you may be required to execute service calls in office to ensure SLA requirements are met

Vendor Coordination
- Engage with the required vendor technical resources to effectively handle diagnosis and troubleshooting
- Maintain positive relationships with key vendor technical team members

Coordination with Field Engineering/Programming Teams
- When unable to resolve remotely, ensure the field technical resource(s) being dispatched have all the required information to effectively service the customer and diagnose/resolve the issue





Managed Services Engineer

Client Relations

- Build strong, long-term business relationships with clients by consistently going above and beyond client expectations
- Be an expert, proactive, and empathetic communicator; both written and verbal
- Embrace live client communication as a first resort, your initial reaction is always to pick up the phone and have a conversation

Managed Service Client
- Manage the technical aspects of the service ticket database; including but not limited to – technical reporting, capturing, and recording of relevant technical notes/data, and ensuring a successful ticket hand-off.
- Follow up through a combination of surveys and phone calls, after Care services have been delivered, including service calls, event support, resident technician services and scheduled maintenance to obtain client feedback
- Participate in Care meetings providing insights on the open ticket backlog and escalating challenging tickets
- Host and lead QBR meetings with key customers
- Be responsible for hosting review meetings 60-days prior to contract renewal dates to drive contract renewal

Ad-Hoc Service Requests
- Provide an equivalent customer experience to both ad-hoc and care contract customers with the objective of bringing ad-hoc customers into a care contract
- Close out ad hoc service and provide a technical summary on ticket closure

Tracking and Reporting
- Become a champion user of ConnectWise, our ERP and Service tracking/ticketing platform
- Track and allocate time accordingly within ConnectWise
- Complete the technical closure report when tickets are closed in a timely manner, outlining the precise diagnosis, steps take, what the resolution was, and any recommendations to the client to prevent the issue from occurring again.
- Ensure accurate time reporting and invoicing from internal and external resources to maintain ticket-level profitability objectives.
- Utilize the tools provided to deliver consistent and exceptional customer experiences,



these include but are not limited to – initial triage and diagnostics survey, work order dispatch order, end of day reports, and ticket closure reports
- Create or review service ticket 4D report and ensure completeness before ticket close out
- Adhere to all required SLA metrics
- Other duties as assigned by your manager

Compensation Model and Opportunities Compensation is a combination of base salary and a bonus program tied to the achievement of role specific KPIs, 360-degree feedback, and the achievement of corporate financial objectives. There are multiple career path’s available for Managed

Services Engineers depending on your passions, desires, and capabilities; these can include but are not limited to, Field Engineer, UC/Networking Engineer, Solution Engineer,

Account Manager, Programming, and Manager/Team Leader.

What You Bring

- Deep technical expertise in all aspects of integrated audio-visual systems from having been a technician, field engineer, programmer,
- Exceptional written and verbal communication skills with a unique ability to connect and empathize with clients
- A passionate curiosity in getting to and solving challenging technical problems with limited information
- Ability to read and decipher Audio Visual line drawings and scope of works documentation
- Expertise with major equipment manufacturers (including but not limited to -

Crestron, Poly, Logitech, Microsoft, Cisco, Zoom, Shure, QSC, Biamp, etc.). Manufacturer certifications are highly desired.
- Knowledge of major UC platforms, including but not limited to – Microsoft Teams,

Zoom (Desktop and meeting room experience), Cisco WebEx, etc. with related certifications
- Audio-visual manufacturer certifications are highly desired, if you do not hold these you have a willingness to complete within the first 6 months
- Some programming skills/knowledge/experience is nice to have and highly valued.
- CTS designation is nice to have
- College/University or equivalent experience

Job Types: Permanent, Full-time Pay: $55,000.00-$75,000.00 per year

Benefits

- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- Mileage reimbursement
- Paid time off
- Vision care
- Work from home

Ability to commute/relocate:
- Toronto, ON: reliably commute or plan to relocate before starting work (required)

Education:
- Bachelor's Degree (preferred)

Work Location: In person

📌 AV Managed Services Engineer (Toronto)
🏢 hitplay .
📍 Toronto