AV Support Technician

Tower Health; Sheffield; On-site; GBP 30,000 - 40,000; Full time

Job summary

A health services company seeks an AV Support Technician to provide 2nd line technical support for customers nationwide. The role involves resolving hardware, software, and peripheral issues and requires strong knowledge in AV technologies. Ideal candidates should possess excellent communication skills and a proactive problem-solving approach, with the ability to work under pressure and maintain customer relationships effectively.

Qualifications

• Strong technical background in AV technologies.
• Experience with VNC and configuring network setups.
• Ability to write clear documentation.

Responsibilities

• Provide 2nd line technical support remotely.
• Point of escalation for the 1st line team.
• Maintain customer updates in the CRM system.

Skills

Microsoft Windows Desktop Environment

Networking skills

Configuring routers and switches

Remote support experience

Audio and streaming software

Problem-solving skills

AV knowledge

Strong communication skills

Tools

Salesforce

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, minimizing 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, or peripherals. The ideal candidate will have a strong technical background in AV technologies and a proven track record in providing excellent customer service, including call handling and issue resolution. This role requires close collaboration with our Engineering, Support, and Design teams, as well as third-party stakeholders, to support our delivery of top-tier solutions.

The company prides itself on ensuring all new employees are provided with the necessary training and tools to perform their roles effectively. As a 2nd Line Support Technician, you will encounter a variety of daily problems. You will also be actively involved in ongoing projects, including installing and supporting in-house software deployments.

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

Job Requirements

• A good understanding of Microsoft Windows Desktop Environment
• Strong networking skills. Understanding setup and network signal chain from line, socket, router, switch, PCs
• Confident with configuring routers, switches, and firewalls
• Experience with VNC, setting up P2P machines, and remote support
• Linux experience is advantageous but not essential
• Ability to configure software on PCs remotely; experience with various audio and streaming software
• Proactive approach to work and problem-solving mindset
• Long-term strategy planning, including identifying and flagging root causes and end-of-life equipment for upgrades
• A proactive approach to customer relationships
• Great communication skills, able to guide customers through hardware fixes and communicate effectively with stakeholders
• Strong problem-solving skills
• A good understanding of hardware components
• Excellent AV knowledge, including setup, maintenance, and lifecycle management; understanding AV signal chain from camera to PC
• Ability to write clear, cohesive documentation and provide constructive feedback
• Ability to work well under pressure and be sensitive to customer needs

Job Responsibilities

• You will provide 2nd line technical support remotely, with some scope for onsite visits where required.
• Be the point of escalation for the 1st line team, offering insights and training as needed.
• Be the primary contact for our customers, maintaining real-time updates in the CRM system (Salesforce).
• Assist in identifying and resolving service incidents and conducting root cause analysis.
• Coordinate with 3rd line teams to resolve complex issues involving connectivity, development, and engineering.
• Provide excellent customer service and build lasting relationships.
• Attend meetings and workshops related to issues, upgrades, and continuous improvement suggestions.