Audio Visual Service Desk Technician

SER Limited
High Wycombe, UK
14 Aug 2019
02 Sep 2019
Contract Type
Full Time
Audio Visual Service Desk Technician

High Wycombe

Negotiable depending on experience

Urgently looking to speak to Audio Visual Service Desk Technician

Our client is a multi-award winning company that has been designing, integrating and supporting Audio Visual, IT and Communication solutions for the past 24 years. Due to their continuous growth within the business they are now looking for an Audio Visual Service Desk Technician to come and join their company.

As an Audio Visual Service Desk Technician you will be based in High Wycombe. This is an important role that will suite a customer focussed, proactive individual who has experience and technical ability with Audio Visual systems and client facing skills. With this role you will be the 1st line of support for engineering issues. The Audio Visual Service Desk Technician is responsible for providing technical support to our clients, field engineering team, onsite engineer teams and office terms.

Key responsibilities:

• Provide Technical Telephone Support to our Engineers and advice to the Smartcomm Service Team.

• Receive and make calls to customers, building good relationships with regular customers, showing empathy with them whilst applying a determined approach in finding a solution as quickly as possible.

• Investigate reported faults, assess and advise with service engineers and team for follow up.

• RMA process of supplier relationships for tech support, returns, repairs and specification of parts.

• Daily audit of service equipment received in stores - for communication to engineering dispatch team to enable engineer visit to be booked promptly.

• Assisting engineers on-site and engineer site call outs, on an ad-hoc basis when limited engineer availability requires extra on-site support.

• Ensure that record keeping is at its best and up to date. Create a system to enter, store and easily access technical data.

• Test return hardware from engineers. Assess if a firmware/software upgrade or repair is required, or if the equipment is to enter into the RMA process.

• Regular review of engineer reports - highlighting actions required to engineer dispatch team.

• Specifying replacement hardware.

• Maintaining relationships between various departments and sharing best practice with colleagues.

• Achieving KPI's and SLA's within the contracted customer/client timeframe.

• Maintain an awareness of, and compliance with, the company's Quality, Environmental and Health and Safety policies

Required Skills and Achievements:

• At least 2 years' experience in a Service Engineering role

• Prior experience in the Audio Visual and Technological industry

• Proactive approach and able to react quickly and calmly to customer demands

• Ability to work well independently

• Must have an excellent understanding of integrated Audio-Visual systems, their maintenance requirements, and the software and hardware that comprise them.

• Attention to detail and methodical in record keeping with meticulous and proven organisational skills

• Home location to suit service area

• Manage your own work and travel time to meet deadlines and keep to daily schedule

• Physically able to complete our service duties which involve manual handling and a daily schedule across multiple sites.

• Full clean driving licence (minor points will be considered)

• Intermediate understanding of Crestron and AMX Programming. The ability to define a fault as hardware or software, able to make minor changes to service codes. e.g. - In the event of replacement hardware

Desired Skills and Achievements:

• Degree level education in a practical engineering degree

• Have achieved some form of CEDIA accreditation

• Have achieved some form of Avixa

• Have achieved some form of Crestron and/or AMX accreditation

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