Software Support Technician

ACT ENTERTAINMENT

Job Description

DEPARTMENT: Technical Services

STATUS: Full-Time

REPORTS TO: Technical Support Manager

LOCATION: Acton, U.K.

Do you love explaining how to get the best out of lighting consoles and enjoy helping others solve technical challenges? We’re looking for a Support Technician to join our Ambersphere team! Ambersphere Solutions, Ltd, a division of ACT Entertainment, is the exclusive UK sales, support, service, and training centre for Ayrton, Astera, MA Lighting, ROXX, MDG and zactrack entertainment lighting products.

We are the first point of call for designers, programmers, and rental companies who rely on us for expert advice, training, and support.

This position is responsible for delivering training and technical support to our MA Lighting Consoles and also across the wider Ambersphere product portfolio:
Ayrton, Astera, MDG, ROXX and zactrack.

• Provides first-line technical support and training on MA Lighting consoles.
• Delivers technical support and troubleshooting across all of our brands, from wireless lighting and moving heads to tracking systems.
• Supports customers both remotely and on-site.
• Assists with product demos, open days, and customer events.
• Collaborates with our service, sales, and marketing teams to share product knowledge and customer feedback.
• Maintain test and demo files as required.
• Collaborate with development teams to beta-test new software.
• Communicates effectively with customers to provide updates, follow-up on issues, and ensure satisfaction with resolution of support requests.
• Contributes to the maintenance of support and education documentation, including knowledgebase files, FAQs, troubleshooting guides, and class curriculum.
• Perform other related duties as assigned by supervisor.

• This job has no supervisory responsibilities.

• Familiarity with MA consoles (grandMA3/grandMA2) preferred.
• Strong troubleshooting skills and the ability to analyse and diagnose hardware and software issues.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to both technical and non-technical users.
• Strong attention to detail and organizational skills, with the ability to prioritize and manage tasks effectively.
• Proficiency in computer technology, and software support tools a plus.
• Experience with computer networking (IP, show networks, system integration) a plus.
• Must have valid U.K. driving license

• Frequently required to stand.
• Frequently required to walk.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually quiet.
• Ability to lift up to 25 kg.

• Deliver Legendary Service:
  It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers.
• Do the Right Thing, always:
  Demonstrate an unwavering commitment to doing the right thing in every action you take, and, in every decision, you make, especially when no one’s looking . Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right.
• Practice Blameless Problem-Solving:
  Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn…