AV Support Role - Inside IR35 - London

AV Support Role
Rate - 200 a day
Location - London (ON-SITE)
Duration - 3 Months +
Ir35 - Inside (Must use an umbrella company)
Required Skills

• Technical Proficiency: While a strong understanding of A.V. hardware and software is preferred, candidates who may not have extensive knowledge in these areas should be able to demonstrate the ability to learn and expand their skill set quickly and effectively.
• Customer Service Skills: Ability to interact warmly and efficiently with customers.
• Excellent written communication skills: The role involves written communication with customers, some of whom may have limited A.V. or IT knowledge. The ability to convey complex technical information in a clear, concise, and understandable manner is crucial. You will also be responsible for escalating calls to senior technical resolver teams, requiring effective written communication.
• Problem-Solving: Ability to troubleshoot and resolve technical issues in a systematic and methodical manner.
• Teamwork: Ability to work well in a team and to support colleagues.
• Record-Keeping: Detailed and disciplined approach to documenting incidents and service requests on the various platforms used by the team.

Key responsibilities

• Communication: Help provide email support for the team to our staff and students.
• First Point of Contact: Handle AV related incidents and service requests received via our phone support.
• Customer Service: Provide a warm and welcoming customer service experience.
• Incident Management: Log and resolve service requests and incidents via various platforms like Outlook, Cherwell, MS Teams, Access database etc.
• Team Collaboration: Work closely with 2nd and 3rd line teams when escalations may be required.
• Technical Troubleshooting: Ability to diagnose and fix hardware and software issues related to AV equipment. Some IT knowledge would be advantageous.
• Impart standard AV industry practices to fellow teammates.