TechOps Specialist

Location: Basingstoke
Salary: Competitive, based on experience

About the Role: Are you a dedicated TechOps Specialist looking to hit the ground running in a fast-paced, customer-oriented environment? Our client is seeking a TechOps Specialist with expertise in AV technology, eager to provide top-tier customer support to both internal and external stakeholders. You’ll work autonomously to troubleshoot, resolve issues, and deliver effective solutions, making this an ideal opportunity for a proactive problem-solver with AV experience.

Key Responsibilities:

Technical Support & Troubleshooting: Provide remote support by generating incident tickets, diagnosing, and troubleshooting AV issues. Adhere to SLAs for both internal and external clients.
Customer Service Excellence: Serve as the first point of contact for technical and logistical questions, particularly around video conferencing and collaboration services, ensuring swift and satisfactory resolution.
Interdepartmental Collaboration: Coordinate with various internal departments, IT, and vendors to deliver comprehensive support and solutions.
Case Escalation: Make informed decisions to escalate cases and assign trouble tickets, ensuring issues are directed to appropriate team members when needed.
Documentation & Knowledge Sharing: Maintain accurate records of support requests and site protocols, create internal documentation for known issues, and contribute to the SNOW Knowledge Database for troubleshooting guidance.
Vendor & Partner Liaison: Work with vendors and internal SMEs to dispatch field engineers, arrange hardware shipments, and track orders, managing logistics from end-to-end.
Continued Improvement: Engage in root-cause analysis, suggest enhancements, and pursue training opportunities to maintain cutting-edge technical knowledge.

What my client is looking for:

AV Expertise: Demonstrated experience with audio-visual technology and remote troubleshooting.
Customer-Centric Approach: High level of customer service with an urgency to respond and resolve client issues promptly.
Analytical Skills: Strong ability to analyse complex issues and communicate effective solutions, both verbally and in written form.
Collaborative Mindset: Comfortable working closely with TechOps Representatives and On-Site Staffing Teams, sometimes in a leadership capacity.
Discretion & Confidentiality: Proven ability to handle confidential information, with sound judgment guided by company policies and procedures.
Proactive Attitude: Self-motivated with a drive for continuous learning, technical research, and professional development.

Qualifications:

Previous experience in a TechOps or AV support role
Familiarity with remote support tools and ticketing systems
Strong problem-solving skills with attention to detail
Excellent communication and organizational skills

Growth Opportunities: Access to ongoing training and development to enhance your technical skills and career.
Team Culture: Work with a collaborative team that values integrity, innovation, and exceptional customer service.
Impactful Work: Your role directly contributes to improving customer satisfaction and resolving critical technical issues.
If you’re ready to take on a rewarding challenge in TechOps and support a dynamic client base, we’d love to hear from you.

Apply today and become part of a team dedicated to excellence in technology and customer service!