Senior Technical Support Engineer

AVI-SPL; The Crescent; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading A/V services company in the UK is seeking a Technical Support Engineer to deliver exceptional customer service for A/V and Video Conferencing support. This role involves troubleshooting, customer training, and managing support cases in a fast-paced environment. The ideal candidate should have operational experience with various A/V systems and possess strong decision-making skills under pressure. If you're driven and self-motivated, apply today!

Qualifications

• Operational experience with various A/V platforms is preferred.
• Proven ability to handle high-pressure situations.
• Excellent organizational skills and time management.

Responsibilities

• Ensure prompt response and top customer service for A/V support.
• Act as escalation point for Technical Support Representatives.
• Manage TSE case load while performing triage and root cause analysis.
• Validate designs and ensure operational readiness for services.
• Provide early-life support and improve existing services.
• Document all actions and maintain progress updates.

Skills

Operational experience with MTR-Pro

Experience with Cisco Control Hub

Knowledge of Poly Lens

Familiarity with Logi Sync

Experience with Q-Sys Reflect

Yeahlink operational experience

Ability to make decisions under pressure

Ownership and decisive action

Incident management expertise

Self-motivated in global settings

Excellent communication skills

Job description

Description

TSE Essential Duties and Responsibilities

• Ensure customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests
• Act as an escalation point to the Technical Support Representatives / monitoring team and customer for their support needs and perform escalated troubleshooting and training to the customer and internal teams as needed
• Work cases in the CRM. Gather complete detailed information with the customer to understand the issue and provide an immediate solution to the incident at hand
• Maintain the TSE case load while managing other common tasks including but not limited to: triage/root cause analysis, dispatching field technicians, ordering parts/issuing RMAs, capturing network files and logs
• Validate designs, configure systems, and ensure operational readiness for new customers and services
• Provide early-life support and participate in continual service improvement initiatives
• Perform remote troubleshooting with the customer and attempt to resolve the issue remotely when possible
• Document all actions taken and update the case; add continuing updates to the case as it progresses
• Initiate escalation and assignment of unresolved customer issues to your supervisor and to work with the Service Delivery Manager as required
• Continually monitor, coordinate and follow up on progress of issue resolution and ensure all appropriate parties are kept updated
• Maintain working knowledge of Audio/Video and Video Conference system operation and general configurations
• Participate in ongoing training and certification programs to increase knowledge and ability to support new or advanced technology solutions

TSE Qualifications & Skills:

• MTR-Pro, Cisco Control Hub, Poly Lens, Logi Sync, Q-Sys Reflect and Yeahlink operational experience preferred
• Experience in a NOC environment is preferred from an Audio Visual, Video Conferencing, IT or Network background
• Proven decision maker under pressure
• Able to take ownership with decisive action to restore services
• Incident, problem and change management expertise
• Self-motivated and driven to deliver in a challenging global multi-cultural environment
• Ability to work in a high-pressure situation with tight deadlines
• Excellent written, oral communication and reporting skills
• Good time management and organizational skills
• Ability and desire to learn new skills quickly