Global Service Desk Junior VNOC Engineer

2 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 be a key part of our Egham team, representing proAV, 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 whilst providing first class remote technical support for immediate fault resolution and to client's satisfaction.

This position will be largely working remotely after an initial training period at the proAV offices in Egham, Surrey.

Key Responsibilities

  • First line technical response to fault tickets received into the global helpdesk
  • Remote technical diagnosis and fault resolution
  • 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)
  • 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)

What we offer

This is an exciting opportunity for an exceptional, experienced Global Service Desk Junior VNOC Engineer to join an established operation with scope to drive and enhance the service at every opportunity.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

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