Address
Form of workUNDERSTANDING, SERVICE, TRUST
3 Words that Guarantee Results in Recruitment
AV Technical Support Engineer
Berkshire salary range circa £40.000
One of the UK's leading Audio/Visual Company;s with over 25 years experience in assisting its customers in adding impact to areas of their business communications with audiovisual (AV) equipment and services. Due to the continued success and growth of the company are seeking to recruit a Technical Support Engineer who will be the secondary contact point for customers contacting our Helpdesk. The TSE will work with the helpdesk to provide service support for clients, with the end goal of restoring functionality to client assets while delivering a world-class customer service experience. This position requires excellent customer service, organizational, time management, problem solving and interpersonal skills.
Main Duties
* 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 ProAV/Video Conferencing and digital signage solutions.
* Respond promptly to customer inquiries and document interactions within ticketing system.
* Handle and respond to inbound phone calls, email inquiries, and escalations from customers.
* Maintain a case load while managing other common tasks, including but not limited to: triage/root cause analysis, dispatching field engineers and ordering parts/issuing return merchandise authorization
* Participate as needed in prescribed training curricula.
* Keep Certifications updated (as applicable & with Management approval)
* Follow up on open issues with escalation groups to provide feedback to customer.
* Assist Technical Support Engineers (TSE) with administrative tasks.
* Other duties assigned as needed.
Person Specification
Key Skills, Experience and Knowledge
* 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 and Mentorship
* 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
* Ability to Train TSR/Other TSE roles on specific equipment as per discipline.
o Ability to create and maintain knowledge base as per discipline.
o Obtain disciplined training to meet industry standards within career path as set by Aura.
o Attend field visits on systems to troubleshoot and resolve complex issues.
* Minimum 3+ years' experience with Crestron, AMX, Biamp, Extron, Polycom & Cisco equipment
* Minimum 1-200 hours of service field or remote work.
* Networking Cisco ICDN (CCNA Prerequisite), Network+ or Polycom PCVE desired.
* Expert manufacturer Classroom certifications (CCNA, Crestron P-201, etc.) ☒
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Benefits:
* Opportunity to join a market leader in the AV industry where you will
play a pivotal role in the future success of the company
*Office/Hybrid/Site
*25 days holiday plus all bank holidays
* Private healthcare scheme
* Excellent Company pension plan
