IT Helpdesk Support Engineer

proAV Limited; Borough of Runnymede; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading global AV integrator is seeking a Helpdesk Support Engineer to join their Egham team. You will assist internal staff with technical queries, providing support for around 450 end users both face to face and remotely. The ideal candidate should have excellent customer service skills and a logical approach to problem-solving. This role offers opportunities to work on diverse IT projects in a vibrant team environment.

Qualifications

• Desirable skills: A degree (in an IT discipline) preferred but not essential.
• Experience with Office 365 and mobile operating systems (iOS & Android).

Responsibilities

• Provide support for approximately 450 end users.
• Troubleshoot technical issues face to face and remotely.
• Build and maintain desktops and laptops.
• Ensure support tickets are dealt with promptly.
• Work collaboratively within a team.

Skills

Customer service

Problem-solving

Technical troubleshooting

Organizational skills

Collaboration

Communication

Education

Degree in IT discipline

Tools

Office 365

Windows OS

IOS

Android

Job description

Overview

Our immediate requirement is for a Helpdesk Support Engineer to be a key part of our Egham team, representing proAV by taking full responsibility for assisting our internal staff as the first point of contact for technical queries. You will be involved with a variety of service desk, desktop, telephone, and remote support, and you will have opportunities to work on a range of IT projects. You will have excellent customer service, the passion, resources and commercial insight to help achieve these goals. 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.

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.
• 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.

Qualifications

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

About proAV

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