Technical Support Engineer

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

Job summary

A tech support firm in the UK seeks a dedicated individual to provide technical support for AV and video conferencing systems. The ideal candidate will ensure prompt customer service, troubleshoot various technical issues, and manage customer inquiries efficiently. Strong communication skills and the ability to work independently are essential. Overtime may be required, and benefits will be available after the probation period.

Benefits

Pension benefits

Healthcare benefits

Qualifications

• Self-starter capable of working independently and meeting deadlines.
• Ability to troubleshoot basic to intermediate AV and video teleconferencing issues.
• Demonstrated understanding of AV room schematics.

Responsibilities

• Ensure customers receive prompt and efficient technical support.
• Respond promptly to customer inquiries and document interactions.
• Participate in technical troubleshooting and case remediation.

Skills

Excellent verbal and written communication

Time management skills

Problem-solving skills

Technical training

Job description

Description

Duties & Responsibilities:

• Adhere to client Service Level Agreement terms and conditions
• Maintain a positive, empathetic, and professional attitude towards customers
• Ensure that customers receive prompt and efficient technical support of AV and Video Conferencing solutions
• Respond promptly to customer inquiries and document interactions
• Maintain a case load while managing other common tasks, including but not limited to:
  • Triage/root cause analysis,
  • Dispatching field technicians
  • Ordering parts/issuing return
  • Merchandise authorization
• Handle and respond to inbound phone calls, email inquiries, and escalations from Technical Support Representatives
• Participate in On-site dispatching, technical troubleshooting and case remediation
• Participate as needed in prescribed training curricular
• Follow up on open issues with escalation groups to provide feedback to customer
• May need to travel to various job sites
• Provide client support to users in the operations and configuration of AV and videoconferencing systems
• Other duties assigned as needed

Preferred Skills:

• Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
• Self-starter capable of working independently and meeting deadlines
• Excellent verbal and written communication and interpersonal skills
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Time management skills and attention to detail
• Demonstrate Technical Training
• Ability to troubleshoot basic to intermediate AV and video teleconferencing issues
• Demonstrated understanding of AV room schematics as well as floor plans
• Reliable team technical resource for subject matter
• Proficient with workplace databases and tools

Working Hours

• Monday-Friday, 8 hour shift with 1 hour for lunch, between 7am-7pm
• Overtime may be required
• To ensure that deadlines are met, it may be necessary to work outside normal hours of business and outside of the UK region.

Pension & Healthcare

• Pension and Healthcare benefits will be offered after probation period