Global Service Desk Junior VNOC Engineer

3 weeks ago

Egham, Surrey, United Kingdom proAV Limited Full time
About The Role

proAV Limited is a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

We are seeking an experienced Global Service Desk Junior VNOC Engineer to join our Egham team, representing proAV, and taking full responsibility for maintaining high levels of Customer service through helpdesk and remote technical support.

The role is an entry into the skilled remote support team, requiring developing and sustaining excellent customer relations while providing first-class remote technical support for immediate fault resolution and to client satisfaction, while ensuring the commercial impact of the account is upheld.

This position will be largely working remotely after an initial week-long training period at the proAV offices in Egham, Surrey. The hours of work will be on a shift pattern.

Key Responsibilities
  • First-line technical response to fault tickets received into the global helpdesk
  • Remote technical diagnosis and fault resolution
  • Accurate qualification of fault prior to engineering call out
  • Escalation to field engineering where remote resolution cannot be achieved
  • Direct phone and email support of Client
  • Access onto Client network for remote support
  • Microsoft Dynamics management of service cases (from creation to resolution)
  • Escalation to Manufacturer support
  • Liaison with Client Departments to resolve faults (IT, Networking teams, facilities)
  • Content Deployment for Digital signage
  • Log interpretation
  • Managing and implementing systems AV system back-ups and firmware updates
  • AV System Estate Administration and Change control management
Desirable Skills
  • Excellent Customer relations and interpersonal skills
  • Excellent communication skills, both written and verbal
  • Ability to multi-task and prioritise workload to meet SLA-based deadlines
  • Accurate recording of calls and updates
  • Effective action and follow-up of required activities
  • Calm under pressure
  • A flexible approach to work
  • A proactive 'can-do' approach
  • Attention to detail
  • Responsible and accountable
  • Excellent Administration and organisational skills
  • Commercially sensitive
  • Additional languages would be a distinct advantage
  • Networks system comprehension
  • Familiarity with Windows OS
Product Knowledge

Previous experience in the following product areas would be advantageous:

  • AV Control systems (Crestron/AMX)
  • AUDIO Systems (Q-sys / Biamp / Soundstructure / Harman Audio Architect)
  • Video Distribution (Crestron DM and DM-NVX, Extron, Kramer)
  • Understanding of networks (IP addressing / VLANs and Network Topology)
  • VC (Sip and H)
  • Unified Coms (Teams Rooms / Zoom rooms)
  • IPTV and Digital Signage (Exterity / Mediastar / Triplaplay)

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