AV Support Technician

Jacobs Massey; Sheffield; On-site; GBP 25,000 - 35,000; Full time

Job summary

A technology support company in Sheffield is seeking an AV Support Technician to deliver top-notch support for AV systems. The ideal candidate will have a strong technical background in AV technologies and be adept at problem-solving while providing great customer service. You will be the primary contact for customers facing issues with their hardware and software, collaborating closely with internal teams to ensure swift resolutions.

Qualifications

• Strong technical background in AV technologies.
• Proven track record in providing excellent customer service.
• Experience with setting up and maintaining AV equipment.

Responsibilities

• Provide 2nd line technical support remotely to customers.
• Be the escalation point for the 1st line team.
• Update the CRM system in real time.

Skills

Microsoft Windows Desktop Environment

Networking skills

Configuring routers and switches

Remote support experience

AV knowledge

Problem solving skills

Excellent communication skills

Job description

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As an AV Support Technician, you'll lead the delivery of best-in-class support for our systems to our nationwide network of customers. Reporting to the Technical Support Lead, you'll collaborate with various internal and external stakeholders to ensure any customer issues are resolved quickly, minimising any disruption

This role will primarily focus on serving as the primary point of contact for our customers when they encounter issues with their hardware/software/peripherals. The ideal candidate will have a strong technical background in AV technologies and a proven track record in providing class leading customer service as there will be an element of call handling and then dealing with the issues in the background. This role requires close collaboration with our Engineering, Support and Design teams, as well as with 3rd party stakeholder to support our delivery of best-in-class solutions.

Job Description

As an AV Support Technician, you'll lead the delivery of best-in-class support for our systems to our nationwide network of customers. Reporting to the Technical Support Lead, you'll collaborate with various internal and external stakeholders to ensure any customer issues are resolved quickly, minimising any disruption

This role will primarily focus on serving as the primary point of contact for our customers when they encounter issues with their hardware/software/peripherals. The ideal candidate will have a strong technical background in AV technologies and a proven track record in providing class leading customer service as there will be an element of call handling and then dealing with the issues in the background. This role requires close collaboration with our Engineering, Support and Design teams, as well as with 3rd party stakeholder to support our delivery of best-in-class solutions.

The company prides itself on ensuring that all our new employees are provided with the training and tools necessary to perform their roles effectively. As with most industries being a 2nd Line support Technician comes with a range of different problems daily. You will also be actively involved with ongoing projects, installing and supporting in house software deployments.

This role would suit someone who is methodical in their problem-solving, calm under pressure, and able to work to occasionally tight deadlines. The successful candidate will need to be organised and willing to undertake the necessary administrative tasks associated with the role.

Job Requirements

•A good understanding of Microsoft Windows Desktop Environment
• Strong networking skills. Understanding setup and networking signal chain. From line, socket, router, switch, PC’s
• Confident with configuring routers, switches and firewalls
• Experience with VNC, setting up P2P machines and remote support.
• Pi, Linux experience is advantageous, but not essential.
• Expectation to configure software on PC’s remotely; Variety of audio & streaming software.
• Proactive approach to working through issues and problem solving mindset
• Long term strategy planning – Identifying and flagging root cause/end of life equipment that upgrading will lead to long term issue reduction
• A proactive approach to customer relationships
• Naturally great communication skills - able to talk people through low level and more complex hardware fixes. Demonstrate these skills to external customers and internal stakeholders.
• Strong problem solving skills
• A strong understanding of hardware components
• Excellent AV knowledge. Setup, maintenance, lifecycle etc Excellent understanding of AV signal chain. From camera to PC and everything in between.
• Ability to write good, cohesive knowledge documentation and sanity check others. Offering helpful, constructive feedback, where necessary
• Work well under pressure, be sensitive to the needs of customers

Job Responsibilities
• You will be providing 2nd line technical support, remotely, to our customers, with some scope for ad hoc site visits, where your skillset is required.
• Be the point of escalation for the 1st line team. Offering insight and training where necessary
• Be the point of contact for our customers
• Working from and thoroughly updating, in real time the CRM system - Salesforce
• Providing assistance to identify and resolve service incidents and perform root cause analysis
• Liaising with 3rd line times to work through more complex issues/fixes; Connectivity, Dev, Engineering, etc
• You’ll provide excellent customer service and build lasting working relationships
• Attending meetings and workshops around issues, upgrades & suggestions for continual improvements.