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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 customers.
- Company: Join a dynamic tech company focused on innovative solutions and customer satisfaction.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Why this job: Be the hero who solves tech problems and enhances customer experiences every day.
- Qualifications: Experience in A/V or IT support, strong communication skills, and a passion for technology.
- 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 RMAs
- capturing 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 and 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
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 Technical Support Engineer in Farnborough
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend webinars, and join relevant forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for those tricky technical interviews! Brush up on your troubleshooting skills and be ready to demonstrate your knowledge of A/V and Video Conferencing systems. Practice common scenarios you might face as a Technical Support Engineer.
✨Tip Number 3
Showcase your problem-solving prowess! During interviews, share specific examples of how you've tackled tough issues in the past. Highlight your ability to stay calm under pressure and make quick decisions.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Technical Support Engineer in Farnborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Engineer role. Highlight your experience with A/V and Video Conferencing systems, and don’t forget to mention any relevant skills like incident management or troubleshooting.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about providing excellent customer service and how your background makes you a perfect fit for the role. Keep it concise but impactful!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've successfully resolved technical issues in the past. We love candidates who can demonstrate their ability to think on their feet and take ownership of challenges.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join the StudySmarter team!
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, especially the tools mentioned in the job description like MTR-Pro and Cisco Control Hub. Being able to discuss these technologies confidently will show that you're not just familiar with them, but that you can also troubleshoot effectively.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you've handled technical issues in the past. Think about times when you had to make quick decisions under pressure or when you successfully resolved a complex problem. This will demonstrate your ability to take ownership and act decisively, which is crucial for this role.
✨Communicate Clearly and Effectively
Since excellent communication skills are key for a Technical Support Engineer, practice explaining technical concepts in simple terms. You might be asked to walk through a troubleshooting process during the interview, so being clear and concise will help you stand out.
✨Demonstrate Your Willingness to Learn
This role requires ongoing training and adaptation to new technologies. Be ready to discuss how you've approached learning new skills in the past and express your enthusiasm for continuous improvement. Showing that you're self-motivated and eager to grow will resonate well with the interviewers.
