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For Companies At a Glance
- Tasks: Provide top-notch support for A/V and Video Conferencing issues while troubleshooting and training.
- Company: Join a dynamic team focused on delivering exceptional customer service in tech.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Why this job: Make a real difference by solving tech challenges and enhancing customer experiences.
- Qualifications: Experience in A/V systems and strong problem-solving skills are essential.
- Other info: Fast-paced environment with continuous learning and career advancement opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Ensure customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests. To act as an escalation point to the Technical Support Representatives / monitoring team and customer for their support needs and perform escalated troubleshooting and training to the customer and internal teams as needed.
To work cases in the CRM. To work with the customer to gather complete detailed information to understand the issue and look to provide an immediate solution to the incident at hand. Maintain the TSE case load while managing other common tasks including but not limited to: triage/root cause analysis, dispatching field technicians, ordering parts/issuing RMA’s, capture network files and logs.
Validate designs, configure systems, and ensure operational readiness for new customers and services. Provide early-life support and participate in continual service improvement initiatives. Perform all appropriate remote troubleshooting with the customer and try to resolve the issue remotely if possible. Document all actions taken and update the case. Add continuing updates to the case as it progresses.
Initiate escalation & assignment of unresolved customer issues to your supervisor and work with the Service Delivery Manager as required. Continually monitor, coordinate and follow up on progress of issue resolution and ensure all appropriate parties are kept updated. Maintain working knowledge of Audio/Video and Video Conference system operation and general configurations. Participate in ongoing training and certification programs to increasingly add to knowledge base and ability to support new or advanced technology solutions.
Qualifications & Skills
- MTR-Pro, Cisco Control Hub, Poly Lens, Logi Sync, Q-Sys Reflect and Yeahlink operational experience preferential
- Experience in a NOC environment is preferred from an Audio Visual, Video Conferencing, IT or Network background
- Proven decision maker under pressure
- Able to take ownership with decisive action to restore services
- Incident, problem and change management expertise
- Self-motivated and driven to deliver in a challenging global multi-cultural environment
- Ability to work in a high-pressure situation with tight deadlines
- Excellent written, oral communication and reporting skills
- Good time management and organizational skills
- Ability and desire to learn new skills quickly
Senior Technical Support Engineer in Farnborough employer: AVI-SPL UK & Ireland
Contact Detail:
AVI-SPL UK & Ireland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Engineer in Farnborough
✨Tip Number 1
Network like a pro! Reach out to current employees in similar roles on LinkedIn or at industry events. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common technical support scenarios. Think about how you'd troubleshoot specific issues and be ready to share your thought process. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your passion for tech! During interviews, talk about any relevant projects or experiences that highlight your skills with A/V and video conferencing systems. Let us know why you're excited about this role!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in our minds and show your enthusiasm for the position. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Senior Technical Support Engineer in Farnborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Technical Support Engineer role. Highlight your experience with A/V and Video Conferencing systems, and don’t forget to mention any relevant tools like MTR-Pro or Cisco Control Hub. We want to see how your skills match up with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Share specific examples of how you've handled technical support issues in the past and how you’ve contributed to service improvement initiatives. We love a good story!
Show Off Your Communication Skills: Since excellent communication is key for this position, make sure your application reflects that. Use clear and concise language, and don’t shy away from showcasing your written skills. Remember, we want to see how you can communicate effectively with both customers and internal teams.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s super easy and ensures your application gets to the right place. Plus, you’ll find all the details about the role there, so you can tailor your application even better!
How to prepare for a job interview at AVI-SPL UK & Ireland
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of A/V and Video Conferencing systems. Familiarise yourself with tools like MTR-Pro, Cisco Control Hub, and Poly Lens. Being able to discuss these technologies confidently will show that you're ready to tackle the technical challenges head-on.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you've resolved complex issues in the past. Think about times when you had to make quick decisions under pressure. This will demonstrate your ability to take ownership and act decisively, which is crucial for a Senior Technical Support Engineer.
✨Communicate Clearly and Effectively
Since excellent communication skills are key for this role, practice articulating your thoughts clearly. You might be asked to explain technical concepts to non-technical customers, so being able to simplify your language will be a big plus. Don't forget to listen actively during the interview as well!
✨Demonstrate Your Willingness to Learn
Highlight your eagerness to participate in ongoing training and certification programs. Share any recent courses or certifications you've completed related to A/V or IT. This shows that you're self-motivated and committed to staying updated with new technologies, which is essential in a fast-paced environment.
