Technical Support Specialist

You will like

Running technical support for a world-class SME firm with 30+ years’ excellent track record in AV – Audio-Visual & Telecommunication technology. They provide installation service and maintenance for cutting-edge video-conferencing, cloud-based video and AV integration products for a blue-chip client base. They are ambitious, and growing and are a great employer for an experienced administrator with project experience.

You will like

The Technical Support Specialist role for leading audio-visual, sales & support firm to join their supportive team at accessible HQ in Bradley Stoke, near Bristol Parkway, Bristol.

You will be an integral member of the Client Services team assisting with technical support services, where required, including Helpdesk and on-site support to identify and rectify faults reported by clients whether nationally or internationally. More specifically:

· Ensure the most efficient and effective methodology is applied to the resolution and closure of client calls and the processing of RMAs. · Own client requests and ensure these are met with the correct level of support specified under the criteria of their maintenance agreement. · Build strong client relationships, giving expert technical assistance by telephone or by videoconference in the first instance and following up promptly with an email, setting out what has been discussed to resolve the fault, by way of an audit trail. · Promote and establish remote diagnostics wherever possible in the client environment in order to interrogate AV systems and infrastructure and to bring about a resolution in the shortest possible timeframe. · Travel to client sites where necessary to identify and rectify faults. · Provide support to all other engineers either remotely or during joint site visits. · Escalate client faults, whenever appropriate, to your line manager at the earliest opportunity. · Assist with in-house testing to ensure Company solutions are robust and also beta testing to ensure an excellent understanding of manufacturer products and their relevance to existing and future sales opportunities. · Provide ad-hoc duties as and when required by a Director. · File all relevant technical documentation on the Company servers and distribute technical information as appropriate. · Maintain an up to date, daily record of all significant activities and communications with all clients and prospects through the CRM database

You will have

To be successful as the Technical Support Specialist you will have a healthy mix of the following:

• Qualifications in Electrical, Electronics, AV Technology or related technical discipline
• Experience in Audio-Visual Technology service or technical support roles
• Experience in client helpdesk type environment promoting remote diagnostics
• Expertise in infrastructure, cloud video services and Microsoft integration
• Ideally a good track record in supervisory management of support teams
• Full UK licence, and willing/able to travel regionally to clients/projects

You will get

As a Technical Support Specialist, you will enjoy a salary of £25K-£30K+ plus benefits

You can apply

To Technical Support Specialist by pushing the button on this job posting (recommended), or by sending CV in confidence to [email protected]

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