Technical Support Engineer (AV Equipment) - vertex-it-solutions : Job Details

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