Audio Visual 1st Line Support Engineer

Prospero Integrated
Closing date
11 Feb 2022

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Technology & New Media
Contract Type
Full Time
Here at Prospero, we are working with one of the UK's leading System Integrators to find an experienced and customer service orientated Audio Visual 1st line service support engineer to provide support to users in an efficient and accurate manner. The goal is to make sure that customers value is maintained to the standards set forth by the company.

Key Details:

Audio Visual
1st Line Support Engineer
Permanent role
Based in Hampshire
Paying £20K - £22KRoles & Responsibilities:

Provide first level support through taking calls and handling incidents/service requests
Provide customer with regular updates on the progress of the Service requests
Conveying resolutions to customers
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Ensure proper recording, documentation and closure of tickets
Update service records throughout the service record's life cycle
Update customer data and produce activity reports when requested
Follow up with customers, provide feedback through to resolution
Ensure logged faults are resolved within SLA
Utilise excellent customer service skills
Preserve and grow knowledge of help desk procedures, products and services
Allocating engineer resource
Ensure proper documentation is raised for engineers
Follow up with engineers and ensure timely feedback
Regular reporting to the Service Delivery Manager
Providing support to the Help Desk Analysists when required
Assisting with arranging staff training and awareness sessions
Managing help desk rota
Monitor Engineer CalendarsKey Skills, Experience & Knowledge:

Working experience in the help desk environment will be beneficial
Excellent telephone manner
Team player
Working knowledge of Office packages
Good communication skills
Advanced multi-tasking skills
Customer service orientation
Good communication and IT skills
Experience supporting/Knowledges of working with PC's and servers, desired but not essential
A basic understanding of Audio Visual products and connections (Screens, media players), desired but not essential
Microsoft products including Windows desktop, Windows Server, Office and Outlook, desired but not essential
An understanding of networking concepts eg WIFI, IP addresses, TCPIP Firewalls, VPN and Routers, desired but not essentialBenefits:

Holiday entitlement - 25 days per year plus 8 bank holidays.
Duvet days - You are entitled to 3 duvet days per annum. These are days that can be taken at any time during the annual leave year.
Training - The Company will provide regular training appropriate to your duties and role in the Company
Company's Wellbeing Programme
Benefits Hub
Standard pension scheme
Monday to Friday - 9am - 5.30pmIf this role is not for you but you are interested in similar opportunities, Prospero are the leading audio-visual recruitment agency in the UK with thousands of roles daily. Any further enquiries please call (phone number removed) (Option 5).

Applicants must have the full right to work in the UK and be able to commute to Central London. If you wish to find out more about this role, please apply with an up-to-date CV

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