Technical Support Engineer (AV Equipment) Permanent
Our client supplies Audio Visual (AV) connectivity hardware and software kit to multiple customers throughout the UK.
They are looking for a Technical Support Engineer with experience in supporting AV equipment to join the growing technical support team.
You will be responsible for assisting the Technical Support Team with all duties related to customer enquiries as well as playing a key role in the RMA (Returned Materials Authorisation) process and product development. Reporting up to the Technical Support Consultant for all progress, issues and status updates.
Making sure that the correct products are specified, helping existing customers with any post-sales issues by supplying a quick and efficient support response to their on-site engineers and mitigating further client issues, handling a wide range of fault issues through the RMA process, and assist with product testing and quality control.
Provide telephone support to customers during and following designated milestones within the RMA process
Fully compile RMA reports for each item and document actions taken via the service management platform
Assist with testing new products to highlight potential future issues and help improve product quality
Key Skills & Abilities:
Required:
Minimum 2 years’ experience in AV equipment
Demonstratable capabilities in problem solving
Excellent written and oral communication ,customer facing communication skills at all levels
Ability to read and understand technical documentation
Proven ability to read and create technical schematics
Experience using standard technical test equipment
Ability to follow instructions without constant oversight and achieve set deadlines
Ability to plan and prioritise work according to requirements
Good working knowledge of MS 365 and Office packages
Desirable:
Experience in using CRM software
Experience and/or qualifications in using Lua programming language
Working knowledge of using Visio