At a Glance
- Tasks: Provide top-notch remote technical support and maintain excellent customer relations.
- Company: Join proAV, a leading global audio-visual integrator with a collaborative culture.
- Benefits: Competitive salary, diverse work environment, and opportunities for professional growth.
- Other info: Diverse workplace committed to equality and inclusion.
- Why this job: Be part of an exciting team enhancing AV services globally while making a real impact.
- Qualifications: Experience in technical support, excellent communication skills, and a proactive attitude.
The predicted salary is between 30000 - 40000 £ per year.
proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally. Our immediate requirement is for an experienced Global Service Desk VNOC Engineer to be a key part of our Egham team, representing proAV, taking full responsibility for maintaining high levels of customer service through helpdesk and remote technical support. Due to the nature of the Support Services business, these roles are subject to tight SLAs and KPIs. The role requires developing and sustaining excellent customer relations whilst providing first-class remote technical support for immediate fault resolution and to client satisfaction whilst ensuring the commercial impact of the account is upheld. This is an exciting opportunity for an exceptional, experienced Global Service Desk VNOC Engineer to join an established operation with scope to drive and enhance the service at every opportunity.
Key Responsibilities:
- First line technical response to fault tickets received into the global helpdesk
- Remote technical diagnosis and fault resolution
- If resolution cannot be achieved, then accurate qualification of fault prior to engineering call out
- Escalation to field engineering where remote resolution cannot be achieved
- Direct phone and email support of Client
- Access onto Client network for remote support
- Microsoft Dynamics management of service cases (from creation to resolution)
- Escalation to Manufacturer support
- Liaison with Client Departments to resolve faults (IT, Networking teams, facilities)
- Content Deployment for Digital signage
- Log interpretation
- Managing and implementing systems AV system back-ups and firmware updates
- AV System Estate Administration and Change control management
Desirable skills:
- Excellent customer relations and interpersonal skills
- Excellent communication skills, both written and verbal
- Ability to multi-task and prioritise workload to meet SLA based deadlines
- Proven track record of achievement in a technical support-based role using remote support tools
- Accurate recording of calls and updates
- Effective action and follow-up of required activities
- Calm under pressure
- A flexible approach to work
- A proactive 'can do' approach
- Attention to detail
- Responsible and accountable
- Excellent administration and organisational skills
- Commercially sensitive
- Additional languages would be a distinct advantage
- NOC / VNOC experience would also be an advantage
- Networks system comprehension
- VC call signalling comprehension
- AV Control System Logic understanding
Product Knowledge:
- Previous experience in the following product areas would be advantageous:
- Control systems (Crestron/AMX/Extron)
- Remote Management tools (Xio Cloud / Utelogy / Poly Lens / Q-Sys Reflect / Xyte)
- Digital Signage and IPTV (e.g. Omnivex / TriplePlay / Mediastar / Vitec)
- Audio Systems (Q-sys / Biamp / Shure/ BSS / Harman Audio Architect)
- PC/Windows OS and Linux Literate (Windows server and IoT)
- Strong UC endpoint knowledge (Microsoft Teams Rooms and Zoom for both Windows and Appliances)
- Good Network Fundamentals (IPIGMP Multicast / ptp / Wireshark Analysis)
- Video Distribution (Crestron DM and DM-NVX, Lightware GVN)
- Video Wall Technologies (Novastar, Colourlight, Green Hippo)
Equal Opportunities:
proAV are an equal opportunities employer, committed to promoting diversity and inclusion in the workplace and for job applicants, and are encouraged regardless of age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We aim to create a working environment in which all individuals can make best use of their skills, free from discrimination or harassment, and that we understand, recognise, respect and value differences so that all decisions are based upon merit. The principles of non-discrimination and equality of opportunity, diversity and inclusion also apply to the way in which we treat visitors, clients, customers, suppliers, and workers.
Global Service Desk VNOC Engineer employer: proAV Limited
proAV Limited is an excellent employer, offering a dynamic work environment in the heart of London where innovation meets collaboration. With a strong commitment to employee growth and development, team members benefit from ongoing training and opportunities to work on high-profile projects that enhance their skills. The inclusive culture at proAV ensures that every voice is heard, making it a rewarding place for professionals passionate about AV and VC technology.
StudySmarter Expert Advice🤫
We think this is how you could land Global Service Desk VNOC Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at proAV Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like proAV Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Global Service Desk VNOC Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to proAV Limited:Your cover letter is your chance to shine! Tell us why you want to work at proAV Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at proAV Limited!
How to prepare for a job interview at proAV Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
