IT and AV Service Desk Support Specialist

Unified Support; Maidenhead; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Auto-enroll pension

BUPA Health care

Dental cover

28 days holiday including bank holiday

Job summary

Unified Support in Maidenhead is seeking a Service Desk Support Specialist to join a rapidly growing audio-visual company. You will handle inbound fault tickets and direct the helpdesk on AV equipment at various sites; training will be provided for the AV elements.

You will support and troubleshoot Windows IT systems, manage hardware deployment, and liaise with customers and site contacts. The role is office-based with opportunities to develop IT and AV skills, including experience with MS Teams

Qualifications

• Strong understanding of Windows Operating Systems with IT experience.
• Experience with ticketing and incident management processes.
• Willingness to learn AV elements with provided training.

Responsibilities

• Inbound fault ticketing and direct helpdesk for AV equipment at sites.
• Oversee internal IT systems, assets, upgrades and fixes.
• Prepare AV hardware ahead of project installations and configurations.
• 1st and 2nd line support, logging calls within SLA.
• Communicate with customers and site contacts; provide reports.
• RMA management and coordination, post-job reporting.

Skills

Windows OS

IT support

Ticketing system

1st/2nd line support

Education

IT certifications beneficial

Tools

AMX/Crestron/Extron

Cisco Lifesize Zoom

MS Teams / Office 365

Job description

We are currently recruiting for a Service Desk Support Specialist working within a rapidly expanding Audio-Visual company based in Maidenhead. Our ideal candidate will have strong IT support experience, training will be offered to cover the AV element of the role. IT certifications would be beneficial. This role is office-based.

Service Desk Support Specialist

Brief Overview of Role:

Responsible for inbound fault ticketing and the direction of the helpdesk function for Audio Visual equipment for various job sites

Oversees internal IT systems and assets, and assists with upgrades and fixes.

Preparation of Audio-Visual hardware and accessories ahead of project installation to ensure all required items are configured correctly.

80%

Accountabilities Include: Knowledge & Key Skills

Deployment and management of company IT hardware & software.

Call logging/ticketing / 1st and 2nd line support within their SLA.

Supporting and troubleshooting a wide variety of AV software and hardware (Including but not limited to): Audio (Program and Speech, DSP-based systems) (QSC, Biamp, Shure and Poly sound structure), Projection and Display Devices (Maintenance), Custom Control Systems (AMX/Crestron/Extron/SY), Audio and Video Conferencing Cisco/ Lifesize/ Polycom/ Zoom/ Microsoft Teams), Microsoft Hub, Digital Signage Systems (Scala/OneLAN/Brightsign), Video Wall Display Systems (Datapath/Dexon), IPTV (Exterity /Mediastar/Tripleplay)

Leaving the support function in such a state that colleagues could easily pick it up during an absence.

Communicating with customers and site contacts

RMA management

Reporting

Making sure the Service Department is clean, and tidy, and acting on any H&S issues.

Work with Microsoft-powered devices and partner equipment we install as part of our Microsoft Teams Rooms.

Manage updates of the hardware during the pre-staging process.

Work with our wider team to become the company's point of contact for troubleshooting and issues.

Maintaining a good and up-to-date working knowledge of the latest technologies relevant to the company s projects

Assist in office relocations.

20%

Follow appropriate departmental and company procedures and policies (i.e. change control, problem and incident management)

Monitor performance through scorecard.

Monthly meetings with on-site primary contact

Completing post-job and PM reports

Proving phone/email tech support

Reporting ticket management

Product research and development for client requirements

Continue with PDP and applicable training.

IMS and Quality Policy awareness and development

Essential:

Strong understanding of Windows Operating Systems and IT experience (training will be offered for the AV element)

Must be well organised and can prioritise workload effectively whilst liaising with colleagues pro-actively.

Ability to multi-task, work under pressure, and to tight deadlines.

A desire to learn and improve skills and knowledge.

Fast learner, energetic, enthusiastic

Adaptable and flexible to business demands

Strong organisational and planning skills

Positive can-do attitude

Able to work individually and as part of a team.

Good numeracy and written skills

PC skills Excel, Word, MS Teams & MS Office

CRM experience

Quick response to service desk tickets

Package

Tools: PC

Auto-enroll pension kicks in month 3 of employment. Details will be covered in the induction.

Probationary period 6 months then personal cover :

BUPA Health care (chargeable optional cover for family if requested)

Dental cover (as above)

28 days holiday including the 8-bank holiday days.