Support Engineer

RCC Connect; Greater London; Hybrid; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Birthday Off

Company Pension

Laptop and phone

Employee Assistance Programme

PPE and tools

Company Car or Car Allowance

Job summary

RCC Connect seeks an experienced AudioVisual and Video Conferencing support engineer in London. You will maintain and support AV/VC installations for our UK client base, handling proactive and reactive tasks to meet SLAs.

Responsibilities include fault finding under pressure, assisting with new installations, and ensuring accurate field service documentation. You will build strong client relationships and identify opportunities for service improvements.

Qualifications

• Experience installing and supporting AudioVisual and Video Conferencing solutions.
• At least 3 years relevant experience.
• Trustworthy and honest.
• Ability to work under pressure.
• Flexible approach to working hours.
• Experience maintaining and troubleshooting Polycom Codec and Soundstructure equipment.

Responsibilities

• Proactive and reactive maintenance and support of AudioVisual and Video Conferencing installations for our UK client base.
• Fault finding and resolution of problems in time-sensitive, high-pressure situations.
• Assisting the Installation Team with new installations of AV/VC solutions.
• Accurate completion of field service records and paperwork.
• Proactively building close working relationships with the customer portfolio.
• Identifying further sales opportunities and delivering to internal teams.
• Ensure clear communication with the service team regarding requirements.

Skills

Verbal and written communication

Articulate and positive attitude

Technical, analytical, interpersonal,‑

Ability to work under pressure

Flexible working hours

Education

CTS exam qualification

Tools

AMX/Crestron hardware

Cisco codecs configuration

Polycom Codec & Soundstructure

Job description

Purpose and Objectives of the role

Responsible for the implementation of support across our portfolio, and that the requirements of the SLAs are being satisfied in reporting to the Service Manager. Respond to customer needs in both proactive and reactive response. Assist with all supportagreementsandhighlightpotentialrisks.Expectedtohavesufficienttechnical knowledge andawarenessofdetailsto beableto recognise whentechnicalproblems aredevelopinginthevariousdisciplines,andtoinitiateappropriatecorrectiveactions.

Responsibilities

• ProactiveandreactivemaintenanceandsupportofAudioVisualandVideo Conferencing installations for our client base in the UK
• FaultfindingandresolutionofAudioVisualandVideoConferencingproblemsintime sensitive, high pressure situations with our clients.
• AssistingtheInstallationTeamnewinstallationsofAudioVisualandVideo Conferencing solutions for customers between reactive service calls.
• Accuratecompletionoffieldservicerecordsandpaperworkforcustomerservice visits, to be returned in a timely fashion.
• Proactivelybuildingcloseworkingrelationshipswiththecustomerportfolio.
• Identifyingfurthersalesopportunitieswithexistingcustomersandensurethese opportunities are recorded and delivered to the appropriate internal teams.
• Ensureclearcommunicationwiththeserviceteamandotherappropriateinternal teams regarding all customer requirements.

Anyotherdutiesrequiredforthe role.

Job Requirements

Bearticulate,driven,positivewithacandowilldoattitude

Excellentverbalandwrittencommunicationskills

Comfortableworkinginanautonomousenvironment

• ExperienceininstallingandsupportingAudioVisualandVideoConferencing solutions
• Atleast3years’relevantexperience
• Trustworthinessandhonesty
• Abilitytoworkunderpressure
• Flexibleapproachtoworkinghours
• AMX/Crestronhardware/Softwareknowledgetoalevelwherecodecanbe uploaded/faults identified
• KnowledgeofbasicconfigurationsofCisco codecs
• BasicITNetwork Knowledge

ExperiencemaintainingandtroubleshootingPolycomCodecandSoundstructure equipment

Required Skills

• CTSexamqualification
• MicrosoftOfficeSuiteexperience
• Mustbeabletotalk,listenandspeakclearlyontetelephone
• Availabilityinresponsetoneedsofthecustomerforinstallation,maintenanceand equipment malfunctions
• Musthaveknowledgeuptocommissioninglevel
• Technical,analytical,interpersonalandorganisationskills

Package

• £35k to £40K DOE
• 22 days holiday plus Birthday Off
• Company Pension
• Access to Employee Assistance Programme
• Laptop and Phone
• PPE and tools
• Company Car or Car Allowance
• London Based