Description
As a 2nd line Support Technician, you'll lead the delivery of best-in-class support for our systems to our nationwide network of customers. Reporting to the Technical Support Lead, you'll collaborate with various internal and external stakeholders to ensure any customer issues are resolved quickly, minimising any disruption.
This role will primarily focus on serving as the primary point of contact for our customers when they encounter issues with their hardware/software/peripherals. The ideal candidate will have a strong technical background in AV technologies and a proven track record in providing class-leading customer service, as there will be an element of call handling and then dealing with the issues in the background. This role requires close collaboration with our Engineering, Support, and Design teams, as well as with third-party stakeholders, to support our delivery of best-in-class solutions.
The company prides itself on ensuring that all our new employees are provided with the training and tools necessary to perform their roles effectively. As with most industries, being a 2nd Line support Technician comes with a range of different problems daily. You will also be actively involved with ongoing projects, installing and supporting in-house software deployments.
This role would suit someone methodical in their problem-solving, calm under pressure, and capable of working to occasionally tight deadlines. The successful candidate will need to be organised and willing to undertake the necessary administrative tasks associated with the role.
Job Requirements
• A good understanding of Microsoft Windows Desktop Environment
• Strong networking skills. Understanding setup and networking signal chain. From line, socket, router, switch, PC’s
• Confident with configuring routers, switches and firewalls
• Experience with VNC, setting up P2P machines and remote support.
• Pi, Linux experience is advantageous, but not essential.
• Expectation to configure software on PC’s remotely; Variety of audio & streaming software.
• Proactive approach to working through issues and problem solving mindset
• Long term strategy planning – Identifying and flagging root cause/end of life equipment that upgrading will lead to long term issue reduction
• A proactive approach to customer relationships
• Naturally great communication skills - able to talk people through low level and more complex hardware fixes. Demonstrate these skills to external customers and internal stakeholders.
• Strong problem solving skills
• A strong understanding of hardware components
• Excellent AV knowledge. Setup, maintenance, lifecycle etc Excellent understanding of AV signal chain. From camera to PC and everything in between.
• Ability to write good, cohesive knowledge documentation and sanity check others. Offering helpful, constructive feedback, where necessary
• Work well under pressure, be sensitive to the needs of customers
Job Responsibilities
• You will be providing 2nd line technical support, remotely, to our customers, with some scope for ad hoc site visits, where your skillset is required.
• Be the point of escalation for the 1st line team. Offering insight and training where necessary
• Be the point of contact for our customers
• Working from and thoroughly updating, in real time the CRM system - Salesforce
• Assisting to identify and resolve service incidents and perform root cause analysis
• Liaising with 3rd line times to work through more complex issues/fixes; Connectivity, Dev, Engineering, etc
• You’ll provide excellent customer service and build lasting working relationships
• Attending meetings and workshops around issues, upgrades & suggestions for continual improvements.
This role will primarily focus on serving as the primary point of contact for our customers when they encounter issues with their hardware/software/peripherals. The ideal candidate will have a strong technical background in AV technologies and a proven track record in providing class-leading customer service, as there will be an element of call handling and then dealing with the issues in the background. This role requires close collaboration with our Engineering, Support, and Design teams, as well as with third-party stakeholders, to support our delivery of best-in-class solutions.
The company prides itself on ensuring that all our new employees are provided with the training and tools necessary to perform their roles effectively. As with most industries, being a 2nd Line support Technician comes with a range of different problems daily. You will also be actively involved with ongoing projects, installing and supporting in-house software deployments.
This role would suit someone methodical in their problem-solving, calm under pressure, and capable of working to occasionally tight deadlines. The successful candidate will need to be organised and willing to undertake the necessary administrative tasks associated with the role.
Job Requirements
• A good understanding of Microsoft Windows Desktop Environment
• Strong networking skills. Understanding setup and networking signal chain. From line, socket, router, switch, PC’s
• Confident with configuring routers, switches and firewalls
• Experience with VNC, setting up P2P machines and remote support.
• Pi, Linux experience is advantageous, but not essential.
• Expectation to configure software on PC’s remotely; Variety of audio & streaming software.
• Proactive approach to working through issues and problem solving mindset
• Long term strategy planning – Identifying and flagging root cause/end of life equipment that upgrading will lead to long term issue reduction
• A proactive approach to customer relationships
• Naturally great communication skills - able to talk people through low level and more complex hardware fixes. Demonstrate these skills to external customers and internal stakeholders.
• Strong problem solving skills
• A strong understanding of hardware components
• Excellent AV knowledge. Setup, maintenance, lifecycle etc Excellent understanding of AV signal chain. From camera to PC and everything in between.
• Ability to write good, cohesive knowledge documentation and sanity check others. Offering helpful, constructive feedback, where necessary
• Work well under pressure, be sensitive to the needs of customers
Job Responsibilities
• You will be providing 2nd line technical support, remotely, to our customers, with some scope for ad hoc site visits, where your skillset is required.
• Be the point of escalation for the 1st line team. Offering insight and training where necessary
• Be the point of contact for our customers
• Working from and thoroughly updating, in real time the CRM system - Salesforce
• Assisting to identify and resolve service incidents and perform root cause analysis
• Liaising with 3rd line times to work through more complex issues/fixes; Connectivity, Dev, Engineering, etc
• You’ll provide excellent customer service and build lasting working relationships
• Attending meetings and workshops around issues, upgrades & suggestions for continual improvements.