Av Support Engineer

1 month ago

Bracknell, United Kingdom Midwich ltd Full time

We have an exciting opportunity to join the Mi Support Helpdesk team at Midwich as a Technical Support Engineer in the AV industry.

This role will provide onsite and offsite technical support and proactive support for clients who purchase extended warranty or deployment assistance on our products, supported by the dedicated technology specialist for each particular technology.

**The key responsibilities of the role are**:

- Provide technical support and service on products and systems using internal Midwich supplied products and processes
- Provide estimations and quotations for clients who want a proactive support service for their products
- Provide maintenance visits to clients with support contracts
- Provide programming, commissioning, and training on and off site for clients
- Seek new opportunities for support contracts and extended warranties from existing and future sales pipelines
- Work with colleagues within the Midwich Technical team to scope out levels of technical need within projects
- Be the primary point of technical support for the Helpdesk Co-ordinator, escalating problems to the product vendor and our Business Management teams
- Review and escalate products RMA procedures to vendors or business management and provide product inspection and testing as required
- Ensure that all SLAs within Mi Support contracts are met
- Log and track all support contracts, enquires and incidents in the internal Helpdesk System
- Work as part of a team to achieve the sales targets and assist the Director to create net new revenue opportunities
- Provide training courses and handover sessions with clients and end users

Good Audio Visual (AV) and Unified Communications (UC) knowledge is desirable and excellent communication skills, both written and verbal, are essential in addition to accuracy, attention to detail and good organisation skills.

This role will be based at our Bracknell office working Monday to Friday 08:45 - 17:15, a total of 37.5 hours per week.

**Please note, full-time remote working is not available for this role. It will be based at our office in Bracknell, with a flexible hybrid working from home opportunity available once the probationary period has been successfully completed. Our hybridworking approach allows employees to work three days from the office and two days from home if they wish to do so.

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