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Technical Support Specialist

3 months ago

Margate Kent, United Kingdom Alfen Full time

Alfen Recruitment is proud to be working exclusively with our award-winning AV client, a world-class developer and manufacturer of video conversion, content manipulation, and AV signal distribution technology. We are seeking a talented Technical Support Engineer to join their esteemed team in Margate.
We are seeking a Technical Support Engineer to provide exceptional assistance to our customers. In this role, you will diagnose and troubleshoot hardware and software problems, helping our clients resolve a wide range of technical issues. Troubleshooting and solving computer hardware issues
Updating proprietary firmware and software as well as Windows and PC drivers
Documenting repairs and reporting test results in our support help desk system
Providing 1st line technical support via email and telephone
Tracking RMA repairs and demo unit maintenance through to completion within agreed time limits
Answering phone-based support requests, assisting customers, and documenting correspondence until case resolution
Joining the out-of-hours tech support telephone rotation
Testing customer issues by replicating their setup


Proven work experience in Technical Support, Desktop Support, IT Help Desk Technician, or a similar role. Electronics knowledge and soldering skills are advantageous but not essential
Good understanding of computer systems and other tech/AV products
Familiarity with remote desktop applications and help desk software
Basic knowledge of video signal distribution, including resolutions, refresh rates, signal types, and cable specifications
Basic AV and faultfinding knowledge


If you are passionate about AV technology and eager to develop your career with an industry leader, we would love to hear from you.