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Technical Support Technician
Location | London |
Salary | |
Job Ref | 11505 |
Job Type | Permanent |
Job Posted | 19th May 2020 |
Job Description
Our client is currently searching for a Technical Support Technician, who will be the initial contact point for customers contacting our Global Help Desk. The Technical Support Technician will work with the Global Help Desk to provide service support for clients, with the end goal of restoring functionality to client assets while delivering a world-class customer service experience. This position requires excellent customer service, organizational, time management, problem solving and interpersonal skills.
Essential Duties & Responsibilities of the Technical Support Technician:• Adhere to client Service Level Agreement terms and conditions
• Maintain a positive, empathetic, and professional attitude towards customers
• Ensure that customers receive prompt and efficient technical support of pro-av and Video Conferencing solutions
• Respond promptly to customer inquiries and document interactions
• Maintain a case load while managing other common tasks, including but not limited to: triage/root cause analysis, dispatching field technicians and ordering parts/issuing return merchandise authorization
• Participate as needed in prescribed training curricula
• Follow up on open issues with escalation groups to provide feedback to customer
• Assist senior Technical Support Engineers with administrative tasks
• Other duties assigned as needed
Skills & Abilities of the Technical Support Technician:
• Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
• Self-starter capable of working independently and meeting deadlines
• Excellent verbal and written communication and interpersonal skills
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Time management skills and attention to detail
• Ability to troubleshoot basic AV and video teleconferencing issues
• Demonstrated understanding of basic AV room schematics
Goals of the Position:
• Increase Remote Resolution percentages of assigned cases through obtaining a more technical understanding of key technology components. This will be accomplished by:
o Lab Work
o Field Work
o Industry / Manufacturer Certifications
• Begin to troubleshoot smart rooms
• Introduction to Digital Signage and Networking
• Exposure to and certification in ITIL Foundation Course
Education & Experience of the Technical Support Technician:
• High school diploma or equivalent; college degree preferred
• 1-3 years customer service experience preferred
• Minimum 1-2 years AV/teleconferencing experience preferred
• Demonstrated knowledge of video teleconferencing endpoints and infrastructure
• Demonstrated knowledge of AV control systems and integrated room peripherals
• Manufacturer introductory certifications ( Extron, Crestron, Polycom, AMX)
Vacancy Tags: AV Technician, £25000-35000, London & SE
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How To Apply
Sorry this vacancy is no longer available
Equal Opportunities
Jacobs Massey provides our recruitment services, for both clients and candidates, within an equal opportunities environment. We are committed to taking positive action in order to promote such equality of opportunity. Our recruitment procedures are based on the requirements of the job, irrespective of race, gender, gender reassignment, marital status, sexuality, disability, religion or age. Appointments are always made on the basis of merit and we welcome applications from all members of the AV community.
Description
Our client is currently searching for a Technical Support Technician, who will be the initial contact point for customers contacting our Global Help Desk. The Technical Support Technician will work with the Global Help Desk to provide service support for clients, with the end goal of restoring functionality to client assets while delivering a world-class customer service experience. This position requires excellent customer service, organizational, time management, problem solving and interpersonal skills.
Essential Duties & Responsibilities of the Technical Support Technician:• Adhere to client Service Level Agreement terms and conditions
• Maintain a positive, empathetic, and professional attitude towards customers
• Ensure that customers receive prompt and efficient technical support of pro-av and Video Conferencing solutions
• Respond promptly to customer inquiries and document interactions
• Maintain a case load while managing other common tasks, including but not limited to: triage/root cause analysis, dispatching field technicians and ordering parts/issuing return merchandise authorization
• Participate as needed in prescribed training curricula
• Follow up on open issues with escalation groups to provide feedback to customer
• Assist senior Technical Support Engineers with administrative tasks
• Other duties assigned as needed
Skills & Abilities of the Technical Support Technician:
• Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
• Self-starter capable of working independently and meeting deadlines
• Excellent verbal and written communication and interpersonal skills
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Time management skills and attention to detail
• Ability to troubleshoot basic AV and video teleconferencing issues
• Demonstrated understanding of basic AV room schematics
Goals of the Position:
• Increase Remote Resolution percentages of assigned cases through obtaining a more technical understanding of key technology components. This will be accomplished by:
o Lab Work
o Field Work
o Industry / Manufacturer Certifications
• Begin to troubleshoot smart rooms
• Introduction to Digital Signage and Networking
• Exposure to and certification in ITIL Foundation Course
Education & Experience of the Technical Support Technician:
• High school diploma or equivalent; college degree preferred
• 1-3 years customer service experience preferred
• Minimum 1-2 years AV/teleconferencing experience preferred
• Demonstrated knowledge of video teleconferencing endpoints and infrastructure
• Demonstrated knowledge of AV control systems and integrated room peripherals
• Manufacturer introductory certifications ( Extron, Crestron, Polycom, AMX)