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For Companies At a Glance
- Tasks: Provide top-notch support for A/V and Video Conferencing issues, ensuring customer satisfaction.
- Company: Join a leading tech firm known for its innovative solutions and supportive culture.
- Benefits: Enjoy competitive pay, health perks, remote work options, and opportunities for growth.
- Why this job: Make a real difference by solving tech challenges and enhancing customer experiences.
- Qualifications: Experience in technical support, especially with A/V and Video Conferencing systems.
- Other info: Dynamic role with ongoing training and a chance to work in a global environment.
The predicted salary is between 36000 - 60000 £ per year.
Essential Duties and Responsibilities
- Ensure customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests.
- 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.
- Work cases in the CRM. Gather complete detailed information with the customer to understand the issue and 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 remote troubleshooting with the customer and attempt to resolve the issue remotely when 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 increase knowledge 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 preferred.
- 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 employer: AVI-SPL
Contact Detail:
AVI-SPL Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Engineer
✨Tip Number 1
Network, network, network! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Technical Support Engineer role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by brushing up on your technical knowledge and customer service skills. Be ready to discuss your experience with A/V and Video Conferencing systems, as well as how you've handled challenging situations in the past. We want to see that you can think on your feet!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Use the STAR method (Situation, Task, Action, Result) to describe how you've tackled complex issues in previous roles. This will help us see your thought process and how you approach challenges.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you're genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Senior Technical Support Engineer
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 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 the perfect fit for the role. Share specific examples of how you've handled high-pressure situations or resolved complex technical issues in the past.
Show Off Your Communication Skills: Since excellent communication is key in this role, make sure your application reflects that. Use clear and concise language, and don’t shy away from showcasing your ability to explain technical concepts in an easy-to-understand way.
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status directly. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at AVI-SPL
✨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 hit the ground running.
✨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 troubleshoot under pressure or escalate a problem. This will demonstrate your ability to take ownership and make decisive actions.
✨Communicate Clearly and Effectively
Since excellent communication is key in this role, practice articulating your thoughts clearly. During the interview, focus on explaining complex technical concepts in simple terms. This will highlight your ability to train customers and collaborate with internal teams.
✨Demonstrate Your Willingness to Learn
Express your enthusiasm for ongoing training and certification. Mention any relevant courses or certifications you've completed, and be ready to discuss how you plan to keep your skills updated. This shows that you're self-motivated and eager to grow in a fast-paced environment.
