Support Engineer

£38000.00 per annum
03 Oct 2017
07 Nov 2017
Contract Type
Full Time
Our client an international AV company are looking for a Technical Support Engineer to join their winning team as part of the overall help desk team delivering remote technical support for audio/video and video conferencing systems to their customers.

Main Purpose of Position

Perform as part of the overall Help Desk team delivering remote technical support for
professional audio/video and video conferencing systems to our customers.

This position at times will be the initial point of contact for both internal and
external customers and responsibilities include responding to customer phone calls and emails,
opening and managing cases for customer issues and keeping customer and others
updated as appropriate.

TSE's participate in on-going training and certification efforts to ensure knowledge base
remains current for support of advanced technology solutions.

Key Responsibilities and Duties
  • Ensure customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests.
  • To act as an escalation point to the Technical Support Representatives with their support needs.
  • When necessary perform initial contact for incoming customer requests for support that we receive via phone and e-mail - open cases in the company Ticketing system, work with the customer to gather complete, detailed information to understand the issue.
  • 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.
  • Coordinate ISDN and IP test calls with customers
  • Initiate escalation & assignment of unresolved customer issues to the Service Delivery Manager
  • Continually monitor, coordinate and follow up on progress of issue resolution and insure all appropriate parties are kept updated.
  • Initiate field service visits as necessary.
  • 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.
  • Order any parts required, organise loan equipment, order consumable items & spares & dispatch engineers as necessary within the required SLA
  • Maintain a consistent record of good attendance, positive attitude, strong work ethic, and be able to embrace a team centric environment.
  • Other responsibilities as necessary or assigned

Person Specification

The ideal candidate for this position will be able to think and work independently and meet
necessary guidelines. They will be able to effectively interact with employees, customers, and
colleagues and demonstrate the ability to successfully handle multiple tasks / projects. Other
characteristics should include attention to detail, strong written and oral communication
skills, and good problem solving and troubleshooting skills. Candidates must have strong
proficiency with video conferencing solutions from Cisco, LIfeSize, Polycom products, as well
as AV solutions from AMX, Crestron, Extron, Biamp, ClearOne, and others.

Apply now and make this opportunity your own!

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