Helpdesk Support Engineer

proAV Limited; Egham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global audio-visual integrator is seeking a Helpdesk Support Engineer in Egham. This role requires providing technical support to around 450 end users, involving troubleshooting and managing support tickets. Ideal candidates will have strong customer service skills, problem-solving abilities, and a basic understanding of IT concepts. This is a full-time position with a supportive team environment, offering growth opportunities in IT.

Benefits

Professional development opportunities

Flexible work-life balance policies

Qualifications

• Experience providing technical support to a diverse user base.
• Ability to troubleshoot and resolve user issues in a timely manner.
• Knowledge of IT hardware and Windows OS.

Responsibilities

• Support around 450 end users, both in-office and remote.
• Provide face-to-face and remote troubleshooting support.
• Manage support tickets effectively and meet SLA requirements.

Skills

Customer service

Problem-solving

Communication

Organizational skills

Troubleshooting

Education

Degree in IT (preferred)

Tools

Office 365

Job description

About The Role

Role Overview

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

Our immediate requirement is for a Helpdesk Support Engineer to be a key part of our Egham team, representing proAV taking full responsibility for assisting our internal staff by being the first point of contact for technical queries. You will be involved with a variety of service desk, desktop, telephone, remote support, and you will be given many opportunities to get involved with a range of IT projects.

You will have excellent customer service, equipped with the passion, resources and commercial insight to help achieve them. In return, you will be working with a wide range of technologies as part of a friendly and dedicated team, in a great environment.

This is an exciting opportunity for an exceptional Helpdesk Support Engineer to join an established operation with scope to drive and enhance the service at every opportunity.

Experience of the position will be reflected by the remuneration and benefits package.

Key Responsibilities

• Providing support for c450 end users, including office and remote users.
• Provide face to face, floor walking and remote telephone troubleshooting support to end users.
• Issues will need to be fixed or reported quickly and professionally and where necessary escalated to a 2nd or 3rd line support team member.
• Working within a team to ensure all calls are responded to within SLA targets & requirements.
• Building and maintaining Desktops / Laptops (HP & Dell).
• Ensuring that support tickets are dealt with promptly and appropriately.
• Reasonable understanding of IT hardware and Windows OS and software is essential.
  
  

Personal Skills

• Be a logical problem solver that is flexible in their methods used to solve customer problems and use your knowledge to solve problems creatively.
• Be a self-motivated and independent learner.
• Can communicate effectively in different ways and to people with different levels of knowledge.
• Be able to apply critical questioning to get to the root of the problem quickly.
• Have a basic understanding of IT concepts and can resolve technical problems.
• Have a can-do attitude and show empathy for people.
• Strong organisational skills and the ability to adhere to company procedures and deadlines.
• Motivated to learn and pursue a career in IT.
• The ability to work both alone and in a team.
• Professional attitude and a strong work ethic.
• Strong Troubleshooting and fault-finding skills.
• Have the ability to work collaboratively with people from different disciplines and cultures.
• Excellent customer services experience / telephone manner.
  
  

Desirable Skills

• A degree (in an IT discipline) preferred but not essential.
• Office 365, knowledge using IOS & Android.
  
  

Hours of work

40 hours per week, 9 hours a day, 8.30am-5.30pm, including an hour unpaid break, Monday-Friday.

About You

About Us

proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.

From reviewing technology to integration to post-deployment support, you’re in safe hands when you trust your AV and UC to proAV.

We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.

From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business-critical AV systems architecture, products and technologies 24/7/365.

Equality, Diversity & Inclusion

proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply.

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