- 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
- 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
- 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
- Networks system comprehension
- Familiarity with Windows OS
- AV Control systems (Crestron/AMX)
- Audio Systems (Q-sys / Biamp / Soundstructure / Harman Audio Architect)
- Video Distribution (Crestron DM and DM-NVX, Extron, Kramer)
- Understanding of networks (IP addressing / VLANs and Network Topology)
- VC (Sip and H)
- Unified Coms (Teams Rooms / Zoom rooms)
- IPTV and Digital Signage (Exterity / Mediastar / Triplaplay)
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Global Service Desk Junior VNOC Engineer - Egham, United Kingdom - proAV Limited
Description
About The RoleRole Overview
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 Junior 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. The role is an entry into the skilled remote support team. Due to the nature of the Support Services business these roles are subject to tight SLA's and KPI's. The role requires developing and sustaining excellent customer relations whilst providing first class remote technical support for immediate fault resolution and to client's satisfaction whilst ensuring the commercial impact of the account is upheld.
This position will be largely working remotely after an initial - week training period at the proAV offices in Egham, Surrey. The hours of work will be on a / week shift pattern. More information on the shift patterns can be shared upon request.This is an exciting opportunity for an exceptional, experienced Global Service Desk Junior VNOC Engineer to join an established operation with scope to drive and enhance the service at every opportunity.
Experience and seniority of the position will be reflected by the remuneration and benefits package.
Key Responsibilities
Desirable skills
Product knowledge
Previous experience some in the following product areas would be advantageous.
