Technical/Product Support Engineer

Technical/Product Support Engineer

 

S Y Ltd - We are a company based in Salford established for over 34 years. We specialise in AV control and connectivity.

 

To further enhance our customer support, we are looking for a Technical/Product Support Engineer to join our team in Salford.

 

The candidate will be required to provide technical/product support to our customers, that are generally System Integrators.

 

You must display a thorough knowledge of AV Control solutions, be self-motivated and enthusiastic, be able to quickly prioritise jobs under pressure, and be able to anticipate the changing needs of customers and clients.

 

Excellent analytical and diagnostic skills, coupled with, timely and precise resolutions is essential, and should be able to process accurate information and communicate this with whoever they are dealing with.

 

Some technical (electrical/electronic background) knowledge will be advantageous to assist system installers or end users with set-up and fault diagnostics.

 

The position is office based, although site visits could be necessary. The candidate must have good command of English and must be able to deal with customers over the phone.

 

Responsibilities:

• Providing technical support to customers via telephone and email, site visits (when required) ensuring a prompt and accurate resolution

• Must be able to work with speed and meet deadlines

• Be proactive in managing and prioritising calls and customer needs

• Ability to produce results as an individual or as a part of a team

• Work with our engineers to establish solutions to challenges

• Troubleshoot issues reported by clients.

• Create and document issues to be used for reference

• Take ownership of problems and be able to progress technical challenges through to the final solution

 

Skills required:

• 2 years’ experience working in a technical support role. 

• Knowledge of various communication methods is essential. Communication methods will include IR, RS232 serial, TCP/IP, LAN, WAN and VPN

• Good knowledge of electrical/AV systems

• Excellent communication skills

• A thorough knowledge of Microsoft Office suite is essential (Word, Excel, Outlook)

 

Salary negotiable plus benefits.

 

CVs to recruitment@sy.co.uk

 

Job Type: Full-time

 

Required experience:

 

Technical Support: 2 years

Customer Service: 2 years