Support Engineer

Purpose and Objectives of the role

Responsible for the implementation of support across our portfolio, and that the requirements of the SLAs are being satisfied in reporting to the Service Manager. Respond to customer needs in both proactive and reactive response. Assist with all supportagreementsandhighlightpotentialrisks.

Expectedtohavesufficienttechnical knowledge andawarenessofdetailsto beableto recognise whentechnicalproblems aredevelopinginthevariousdisciplines,andtoinitiateappropriatecorrectiveactions.

• Proactiveandreactivemaintenanceandsupportof Audio Visualand Video  Conferencing installations for our client base in the UK
• Faultfindingandresolutionof Audio Visualand Video Conferencingproblemsintime  sensitive, high pressure situations with our clients.
• Assisting the Installation Teamnewinstallationsof Audio Visualand Video  Conferencing solutions for customers between reactive service calls.
• Accuratecompletionoffieldservicerecordsandpaperworkforcustomerservice visits, to be returned in a timely fashion.
• Proactivelybuildingcloseworkingrelationshipswiththecustomerportfolio.
• Identifyingfurthersalesopportunitieswithexistingcustomersandensurethese opportunities are recorded and delivered to the appropriate internal teams.
• Ensureclearcommunicationwiththeserviceteamandotherappropriateinternal teams regarding all customer requirements.

Anyotherdutiesrequiredforthe role.

Be articulate,driven,positivewithacandowilldoattitude

Excellentverbalandwrittencommunicationskills

Comfortableworkinginanautonomousenvironment

• Experienceininstallingandsupporting Audio Visualand Video Conferencing  solutions
• Atleast3years’relevant experience
• Trustworthinessandhonesty
• Abilitytoworkunderpressure
• Flexibleapproachtoworkinghours
• AMX/Crestronhardware/Softwareknowledgetoalevelwherecodecanbe uploaded/faults identified
• Knowledgeofbasicconfigurationsof Cisco codecs
• BasicITNetwork Knowledge

Experiencemaintainingandtroubleshooting Polycom Codecand Sound structure  equipment

• CTSexamqualification
• Microsoft Office Suite experience
• Mustbeabletotalk,listenandspeakclearlyontetelephone
• Availabilityinresponsetoneedsofthecustomerforinstallation,maintenance and equipment malfunctions
• Musthaveknowledgeuptocommissioninglevel
• Technical,analytical,interpersonalandorganisationskills

• £35k to £40K DOE
• 22 days holiday plus Birthday Off
• Company Pension
• Access to Employee Assistance Programme
• Laptop and Phone
• PPE and tools
• Company Car or Car Allowance
• London Based