Technical Support Engineer

AVI-SPL; The Crescent; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading AV solutions provider in the United Kingdom is looking for a Technical Support Engineer (TSE) to ensure excellent customer support for A/V and Video Conferencing. The role includes troubleshooting, managing support requests, and working directly with customers to resolve technical issues efficiently. Ideal candidates should have experience in a NOC environment and possess strong communication and decision-making skills. This position provides an opportunity to work in a dynamic, multicultural environment.

Qualifications

• Experience in a NOC environment from an Audio Visual, Video Conferencing, IT or Network background.
• Proven decision maker under pressure.
• Self‑motivated and driven to deliver in a challenging global multi‑cultural environment.

Responsibilities

• Ensure customers receive prompt response and excellent customer service.
• Act as an escalation point for support needs and perform escalated troubleshooting.
• Maintain the TSE case load while managing common tasks including triage/root cause analysis.

Skills

MTR-Pro

Cisco Control Hub

Poly Lens

Logi Sync

Q‑Sys Reflect

Yeahlink operational experience

Incident management expertise

Problem management expertise

Change management expertise

Excellent written communication

Excellent oral communication

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 from the customer to understand the issue and look to 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, capture 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 initiativesיז
• Perform all appropriate remote troubleshooting with the customer and try to resolve the issue remotely if possible
• Document all actions taken and update the case
• Add continuing updates to the case as it progresses
• Initiate escalation & assignment of unresolved customer issues to your supervisor and 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 increasingly add to knowledge base 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 preferential
• 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