Onsite Support Technician

SER Limited
Cambridgeshire, UK
19 Oct 2019
02 Nov 2019
Contract Type
Full Time
My client are collaboration experts, leading in the provision of Video Conferencing and Audio-Visual business solutions. They have over 10 years' experience in project management and the technology industry, delivering end-to-end solutions for well-known global companies. The primary purpose of this vacancy will be to manage and action the resolution of AV and VC Technical faults at sites within the London/Cambridge area within the terms of the contracts.

You will be an advocate of the company on these sites and will ensure that the brand of Quality and Customer Commitment is evidenced through your behaviors and the service you deliver.


Responding to faults escalated to the Helpdesk via the Helpdesk team or via the ticketing system.
Attending the room within 1 working day or sooner if the room is available to diagnose and resolve the issue. If the issues cannot be resolved, the engineer will need to order replacement parts within 1 working day following diagnosis.
Updating the ticketing system at each stage of the process with a valid status update and any required action.
Updating the customer at the earliest opportunity or by the end of the working day at the latest with action taken and next steps.
Demonstrating a pro-active approach to identify a better way of working and prevention of reoccurring issues.
Providing event management support as required by the customer - this will involve testing, monitoring and decommissioning of equipment
Ensuring that all tickets are updated accurately
Ensuring all calls are audited to the required standard
Providing onsite training to floor captains and end users using the company training material
Managing gold stock at site for all required spares to assist in timely fault resolution
Attending Customer Service Review Meetings as required
In return you will be rewarded with a generous salary as well as the opportunity to work with a great team within a fantastic company culture. If you think you have what it takes, would like to apply or simply find out more please contact Richard Bedford-Smith at SER Limited on (phone number removed) for a fully confidential discussion

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