Service Delivery Engineer

Yorktel; Basingstoke; On-site; GBP 30,000 - 45,000; Full time

Job summary

Yorktel seeks a Service Delivery Engineer to provide exceptional customer service and AV technology support. Responsibilities include troubleshooting issues, managing incident tickets, and supporting onsite engineers. The ideal candidate will possess strong communication skills and a solid understanding of audio/visual systems.

Benefits

Pension

Private health care

Qualifications

• Knowledge of Audio/Visual technologies and Network Topography.
• Ability to research, analyse, and compile data regarding AV issues.
• Calm and controlled manner to handle escalated customer situations.

Responsibilities

• Provide remote support and troubleshoot audio/video issues.
• Manage incident tickets and maintain room equipment records.
• Prepare room equipment for installations and assist onsite engineers.

Skills

Communication

Customer Service

Troubleshooting

Teamwork

Education

SC level security clearance

Tools

ServiceNow

Video Conferencing Standards

Microsoft Teams

Microsoft O365

Job description

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Yorktel are looking for a Service Delivery Engineer to join the team!

The Service Delivery Engineer’s primary responsibility is to provide a high level of customer service and support to external customers in an expanding service covering Audio/Visual Technology.

The role will provide remote support by creating customer incident tickets, identifying problems, troubleshooting issues and adhering to internal and external SLAs. They will also prepare room equipment for installation, support onsite engineers with testing, and maintain room and equipment records.

This position operates within a secure environment and is expected to protect all internal and external restricted information, policies and procedures.

Duties/ Responsibilities:

• Maintain vigilance with Proactive Monitoring Platforms for Endpoint and Infrastructure Alerts
• Pre-staging equipment and pre-testing all room kit prior to installations
• Managing the spares stock and arranging replacement kit and replacements when required
• Communicate with end users to assist with diagnosing and repairing audio and video issues remotely
• Managing tickets with a sense of urgencyraised on the phone, email and over IM
• Preparing installation paperwork for engineers
• Supporting onsite engineers with test calls and troubleshooting
• Ensuring the room records are up to date, updating serial numbers in ServiceNow if equipment is swapped out
• Creating and maintaining standard operational procedural documentation
• Working with internal and external resources to ship appropriate hardware
• Working with vendors analysing faults and pulling off diagnostic logs
• Testing room accounts
• Password resets of all Skype and Teams room accounts
• Working with collaboratively with onsite 3rd parties
• Working with the Major Incident Management team to support daily calls for P1/2 tickets
• Pursue Research and Training as needed to better support clients and provide technical feedback
• Participate in root-cause analysis

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Required Skills/Abilities:

• Strong written and verbal communication required. The Representative must have the ability to research, analyse, and compile pertinent data surrounding a video, application, or infrastructure issue.
• This position should have knowledge of Audio/Visual technologies and their functionality to effectively service customers as well as a basic understanding of Network Topography.
• This position requires strong customer service skills, the ability to diffuse and control escalated situations in a calm and controlled manner, strong teamwork skills, the willingness to learn new skills and a keen interest in new technologies.

Mandatory job requirements:

• UK National
• This role requires SC level security clearance, which will be sponsored by our customer.
• Able to provide cover when needed for different shift patterns between the hours of 7am – 7pm Monday to Friday (excluding UK Bank Holidays)

Preferred Technical Job Requirements:

• Strong working knowledge of Video Conferencing standards
• Troubleshooting of AV systems
• Microsoft Teams Administrator – MS700
• Microsoft 365 Fundamentals – MS900
• Microsoft Collaboration Communications Engineer – MS721
• ITIL Foundation

Working experience with the following is preferred:

• ServiceNow or relatable ITSM platform
• Video hardware manufacturers
• Microsoft Teams
• Microsoft O365

Join us and you will enjoy an excellent salary and benefits package, including pension and private health care.

We conform to all the laws and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic or national origin), religion or belief, sex and sex orientation. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.