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Client Support Engineer

2 months ago

Basingstoke, Hampshire, United Kingdom Yorktel Full time
Yorktel is looking for a Client Support Engineer

With over 35 years of experience, Yorktel stands as a leading provider of video managed services globally, catering to significant business and governmental organizations. Managing more than 10,000 video systems worldwide, Yorktel possesses unparalleled expertise and capability in delivering exceptional visual communication solutions.

The Client Support Engineer plays a vital role in ensuring high-quality customer service and support for external clients.

This position operates within a secure framework and is tasked with protecting all internal and external confidential information, policies, and procedures.

Key Responsibilities:

  • Monitor Proactive Monitoring Platforms for Endpoint and Infrastructure Alerts
  • Prepare and test equipment prior to installations
  • Oversee spare parts inventory and coordinate replacements as necessary
  • Engage with end users to troubleshoot and resolve audio and video issues remotely
  • Manage support tickets with urgency via phone, email, and instant messaging
  • Coordinate schedules for fault engineers
  • Prepare necessary documentation for engineers' installations
  • Assist onsite engineers with testing and troubleshooting
  • Maintain accurate room records and update serial numbers as required
  • Create and update operational procedural documentation
  • Collaborate with internal and external teams for hardware shipping
  • Work with vendors to diagnose faults and conduct analyses
  • Participate in root-cause investigations

Essential Skills and Abilities:

  • Excellent written and verbal communication skills
  • Understanding of Audio/Visual technologies and Network Topology
  • Strong customer service aptitude and the ability to manage escalated situations with composure

Mandatory Qualifications:

  • Willingness to obtain necessary security clearances
  • Availability for varied shift patterns between 7am - 7pm, Monday to Friday

Preferred Technical Qualifications:

  • In-depth knowledge of Video Conferencing standards and AV system troubleshooting
  • Certifications such as Microsoft Teams Administrator - MS700, Microsoft 365 Fundamentals - MS900, Microsoft Collaboration Communications Engineer - MS721, ITIL Foundation

Experience with:

  • ServiceNow or similar ITSM platforms
  • Video hardware manufacturers, Microsoft Teams, Microsoft O365

Physical Requirements:

  • Office-based role

We offer a competitive salary and benefits package, including pension and private healthcare. Yorktel is committed to equal employment opportunities and affirmative action, encouraging applicants from diverse backgrounds to apply. We are an equal opportunity employer and value diversity in our workforce.