At a Glance
- Tasks: Provide top-notch technical support for AV and IT equipment via phone, email, and chat.
- Company: Join a leading IT service provider with a focus on innovation and customer satisfaction.
- Benefits: Enjoy a competitive salary, 32 days holiday, pension scheme, and onsite parking.
- Other info: Product training provided and a diverse workplace that values all backgrounds.
- Why this job: Kickstart your career in tech while solving real-world problems and helping customers.
- Qualifications: Strong understanding of AV systems, IP networks, and experience in customer support.
The predicted salary is between 32000 - 35000 £ per year.
Our client is a market leading IT equipment service provider. They are seeking the right individual who is passionate about IT equipment (camera systems, microphones, speakers & office access devices) and how it works and how to problem solve. This role will heavily involve telephone support and remote access looking into hardware layouts/schematics working your way through a ticketing system (suitable for someone at 1st & 2nd line support).
Background needed for this role:
- Strong understanding of AV Cabling, HDMI Signalling, IP Networks, Unified Communication platforms (Microsoft Teams, Google, Zoom)
- Experienced with products from Extron, QSYS, Crestron, SY Electronics, Kramer, CYP Europe and others.
- Good knowledge of Audio-Visual & Video Conferencing
- Experienced with supporting customers via telephone
- Experienced with AV & IT hardware and software, including configuration, diagnosing and resolving problems
Responsibilities:
- Acting as the first point of contact for technical support via phone, email, chat, or ticketing systems.
- Troubleshooting a wide range of AV, UC and related technical issues.
- Logging, categorising, prioritising and managing incidents and service requests accurately.
- Communicating clearly with users, providing regular updates and setting expectations.
- Ensuring incidents and requests are resolved within agreed SLAs.
- Maintaining accurate ticket notes and technical documentation.
- Contributing to knowledge base content and identifying recurring issues.
- Delivering a consistently high level of customer service and user satisfaction.
- Working with third line teams, vendors and external partners when required.
Other:
- Onsite parking
- Product training provided
- All in 32 days holiday (20 days to use, +3 days between Christmas & New Years +1 day for your birthday +8 bank holidays)
- Pension scheme
Embracing diversity in all its forms, our client is an equal opportunity employer. They welcome individuals from all walks of life, irrespective of race, gender, age, disability, sexual orientation, religion, or belief.
Helpdesk Engineer in Basingstoke employer: Green Folk
As a leading IT equipment service provider based in Basingstoke, our company offers a dynamic work environment where innovation and collaboration thrive. We prioritise employee growth through comprehensive product training and a generous holiday package, ensuring a healthy work-life balance. Join us to be part of a diverse team that values your contributions and supports your professional development in the exciting field of audio-visual technology.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Engineer in Basingstoke
✨Tip Number 1
Get your tech game on point! Brush up on your knowledge of AV cabling, HDMI signalling, and IP networks. The more you know about the tools and systems you'll be working with, the better you'll impress during interviews.
✨Tip Number 2
Practice your troubleshooting skills! Simulate common technical issues and work through them. This will not only boost your confidence but also show potential employers that you're ready to tackle real-world problems head-on.
✨Tip Number 3
Don’t underestimate the power of communication! Prepare to articulate your thought process clearly when solving problems. Employers love candidates who can explain their solutions in a way that’s easy for everyone to understand.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re all about making connections, so don’t hesitate to reach out if you have questions or need tips along the way!
We think you need these skills to ace Helpdesk Engineer in Basingstoke
Some tips for your application 🫡
Show Your Passion for IT:When you're writing your application, let us see your enthusiasm for IT equipment! Mention any relevant experience you have with AV cabling, HDMI signalling, or unified communication platforms. We love to see candidates who are genuinely excited about the tech they’ll be working with.
Tailor Your CV and Cover Letter:Make sure to customise your CV and cover letter for this role. Highlight your experience with troubleshooting AV and IT hardware, and don’t forget to mention any specific products you've worked with, like Extron or Crestron. This helps us see how you fit into our team!
Be Clear and Concise:In your written application, clarity is key! Use straightforward language and get straight to the point. We appreciate well-structured applications that make it easy for us to understand your skills and experiences without wading through unnecessary fluff.
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 gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Green Folk
✨Know Your Tech
Make sure you brush up on your knowledge of AV cabling, HDMI signalling, and IP networks. Familiarise yourself with the products mentioned in the job description, like Extron and Crestron. Being able to discuss these technologies confidently will show your passion for IT equipment.
✨Practice Your Troubleshooting Skills
Since the role involves a lot of troubleshooting, it’s a good idea to prepare by going through common technical issues you might face. Think about how you would approach diagnosing problems with audio-visual setups or video conferencing tools. This will help you demonstrate your problem-solving skills during the interview.
✨Customer Service is Key
As you'll be the first point of contact for technical support, think about examples from your past experiences where you provided excellent customer service. Be ready to share how you handled difficult situations or resolved issues while keeping users informed and satisfied.
✨Get Familiar with Ticketing Systems
Since managing incidents and service requests is part of the job, it’s beneficial to understand how ticketing systems work. If you have experience with any specific systems, mention that. If not, do a bit of research on common practices to show you're proactive and ready to hit the ground running.
