Audio Visual Technical Support Specialist
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| Job Type | Permanent Full Time |
| Location | London West End |
| Area | City of London, EnglandLondon North West, England |
| Sector | EngineerEngineer - Audio VisualEngineer - Technical SupportEngineer - Helpdesk |
| Salary | £30000 - £35000 Per Annum Circa £35k p.a. doe plus benefits |
| Currency | GBP |
| Start Date | ASAP |
| Advertiser | AV Jobs |
| Job Ref | AV29947 |
- Description
- The Opportunity
The Technical Support Specialist provides technical support, advice, and assistance to our client's customers (including AV integrators, consultants, and administrators) regarding AV hardware and software systems. Daily activities include troubleshooting both simple and complex AV systems through conversation with customers, exploration of programming files, recreation of customer systems in test lab, and listening to AV spaces over the phone. Our ideal candidate is looking for a long-term fit at the company, with continued growth and increasing responsibilities. Occasional travel within Europe and to the USA will be required.
Essential Functions:
▪Provide technical support to customers via phone, email, and chat
▪Coordinate returns and repairs of products as necessary
▪Troubleshoot, diagnose, and resolve technical hardware and software issues involving network connectivity, VoIP, poor audio/video quality, and more.
▪Provide design advice to customers that are designing AV systems with our client's products
▪Identify and escalate priority issues to Applications Engineers
▪Accurately process and record call customer interactions using tech support case tracking software
▪Maintain and/or develop expertise in audio and video concepts and technologies, as well as other skill sets required within the professional AV industry
▪Organise ideas and communicate oral and written messages that are appropriate to audiences and circumstances
▪Follow up and make scheduled call backs to customers where necessary
Secondary Functions:
▪Create and edit technical documentation
▪Assist in occasional proofreading and revision of technical documentation, online training courses, and online knowledge base articles
▪Assist in maintaining organisation and functionality of departments test rack equipment
▪Other duties as assigned by your Supervisor
Based in Central London salary is circa £35k p.a.doe plus benefits
Your skills and experience
The following combination of experience, knowledge, and skills is desired:
▪0-2 years experience in a customer support/service role
▪Experience, interest, and/or serious passion for professional audio, video, or networking systems a plus
▪Professional AV background a plus
▪IT technical support and/or networking experience a plus
▪Proficient in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, SharePoint, Visio, and others)
▪Possesses excellent verbal and written skills in English
▪Demonstrates excellent organizational and interpersonal skills, and is able to work effectively with people of diverse backgrounds and diffuse challenging situations using acceptable and appropriate methods
▪Able to multi-task and be flexible in a dynamic work environment while maintaining strong attention to detail
▪Ability to work independently and in a team environment
▪Strong interest in independent learning and research a plus
▪Up to 5% travel may be required
The Organisation
Our client is an award winning manufacturer of Pro-Audio and visual Solutions based in the US but with offices worldwide. They offer excellent career prospects for the successful candidate.
The Recruiters
AV Jobs are the No. 1 Audio Visual recruiters in the UK and rest of Europe. We work with clients and candidates alike to ensure the right fit for every job, every time.