AV Technical Support Specialist - ServiceNow & Hardware

AVI-SPL UK & Ireland; Dublin; On-site; EUR 29,000 - 38,000; Full time

Benefits offered by this job

Private Healthcare

Employee Assistance & Wellbeing

Mental Health Support

Increased holiday with service

Online learning resources

AVIXA membership

Discounted products with partners

Cycle to work scheme

Season ticket loans

Job summary

AVI-SPL UK & Ireland seeks a Technical Support Representative to be the first point of contact for customer inquiries and service requests via ServiceNow. You will coordinate solutions by identifying issues, dispatching field technicians, processing parts, and coordinating with vendors to ensure timely resolutions.

The role is fixed-term until January 2028, offering exposure to AV technologies, vendor coordination, and proactive monitoring to maintain high service levels.

Qualifications

• Must have a high school diploma or equivalent.
• 1–2 years of customer service experience.
• Strong written and verbal communication skills.
• Excellent problem-solving and troubleshooting abilities with a structured approach.
• Strong time management to handle multiple priorities.
• Ability to switch tasks while adapting to changing priorities.
• Ability to work independently and in a team.
• Willingness to learn and research technical solutions with provided resources.

Responsibilities

• Case Management: monitor, prioritise, and manage customer requests to meet SLAs.
• Follow-Ups: provide regular updates to customers and internal teams.
• Vendor Management: coordinate hardware repair, RMAs, quotes, and lead times.
• Troubleshooting: identify and resolve issues.
• Collaboration: work with escalation groups to resolve challenges.
• Escalation Handling: escalate complex issues to appropriate resources.
• Monitoring & Proactive Support: use AVI-SPL Symphony to identify environment issues.
• Training & Development: participate in ongoing product training.
• Perform additional tasks to support team and evolving priorities.

Skills

Customer service

Problem-solving

Communication

Time management

Teamwork

Research & learning

Education

High school diploma

College degree in Electronics or IT

Tools

ServiceNow

Zendesk/Freshdesk/Freshservice

Symphony

Job description

AVI-SPL UK & Ireland seeks a Technical Support Representative to be the first point of contact for customer inquiries and service requests via ServiceNow. You will coordinate solutions by identifying issues, dispatching field technicians, processing parts, and coordinating with vendors to ensure timely resolutions.

The role is fixed-term until January 2028, offering exposure to AV technologies, vendor coordination, and proactive monitoring to maintain high service levels.