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For Companies At a Glance
- Tasks: Provide top-notch technical support for AV and video conferencing solutions.
- Company: Join a dynamic team focused on innovative technology solutions.
- Benefits: Enjoy pension and healthcare benefits after probation, plus a supportive work environment.
- Why this job: Make a real difference by helping clients solve tech issues and enhance their experiences.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
- Other info: Flexible working hours with potential overtime; great for those who thrive in fast-paced settings.
The predicted salary is between 28800 - 48000 £ per year.
Description
TSE 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 from the customer 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, 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 initiativesיז
- 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
TSE 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
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Technical Support Engineer employer: AVI-SPL
Contact Detail:
AVI-SPL Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer
✨Tip Number 1
Network like a pro! Reach out to folks in the AV and video conferencing industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your troubleshooting skills! Set up mock scenarios where you can demonstrate your problem-solving abilities. This will not only boost your confidence but also show potential employers that you're ready to tackle real-world issues.
✨Tip Number 3
Don’t just apply anywhere—apply through our website! We love seeing candidates who are genuinely interested in joining our team. Tailor your application to highlight how your skills match the Technical Support Engineer role.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the position and keeps you fresh in the interviewer's mind. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical expertise in AV and video conferencing solutions. We want to see how you can troubleshoot and solve problems, so give us examples of your experience in this area.
Be Professional Yet Personable: When writing your application, keep a professional tone but don’t be afraid to let your personality shine through. We value a positive and empathetic attitude, especially when it comes to customer interactions.
Tailor Your Application: Take the time to customise your application for the Technical Support Engineer role. Mention specific skills from the job description that match your experience, and show us why you’re the perfect fit for our team.
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’s super easy!
How to prepare for a job interview at AVI-SPL
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of AV and video conferencing systems. Be ready to discuss common issues and troubleshooting techniques, as well as any relevant experience you've had in the past. This will show that you're not just familiar with the technology but can also handle real-world problems.
✨Showcase Your Communication Skills
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and professionally. Think about how you would explain technical concepts to someone who might not be tech-savvy. We recommend doing mock interviews with friends or family to refine your approach.
✨Demonstrate Problem-Solving Prowess
Prepare to discuss specific examples where you've successfully resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help interviewers see your structured problem-solving skills in action.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to technical support. For instance, how would you handle an irate customer or a critical system failure? Think through these scenarios beforehand so you can respond confidently and effectively during the interview.
