Lead Technical Support Associate

1 week ago

Oldham, United Kingdom Resideo Full time

**What is the role?**
We are looking for an experienced Field Technical engineer who has good knowledge of AV/VC services, including VC system design, operation, troubleshooting and AV support practices.

**Duties include**:

- Remote AV/VC System design based on customer specifications
- Remote supporting installers with their installation
- Guidance on system set up & operation
- Remote Troubleshooting
- Suitable maintenance advice & guidance of electronic communication systems including but not limited to video conferencing, audio visual, projection, pro audio, video and control
- Accurately record and deal with requests and queries online, on telephone or via any other

tools as provided

**Responsibilities**:

- Manage the enquiries via AV mailbox
- Carry out first line support & trouble shooting/real time diagnostic activities
- Act as a primary contact for AV requests and be an excellent link between the clients

and the AV Technicians

personnel for support and fault investigation - maintaining the highest in room standards at

all times.
- Accurately and quickly diagnose and remedy faults and problems with both AV, VC, AC and

TP systems
- Responsible for updating all manuals, safety practices, and technical information held.
- Maintain accurate and current company and customer files.
- To ensure all work is performed to the Company standards and that quality techniques are practiced
- Other duties as required or assigned by company or client management

**Requirements**:

- You will be self-motivated and proactive in your approach and committed to providing a high-quality service across the UK&I region
- Experience in the testing, fault finding, servicing and maintenance of electronic audio/visual systems, or related field.
- Experience in IP and telephony based video conferencing systems.
- Solid foundation in providing exceptional customer service and support in a fast paced FOH environment.
- Be organised and flexible with the ability to approach different types of tasks during the working day.
- Being able to prioritize and work under pressure is essential.
- Be competent to a high level of computer literacy.
- Strong ethic of following process and procedure.
- Have the ethic of delivery of a quality solution where second best is not good enough.
- Be able to work as part of a team.
- Be able to work on own initiative and accept accountability.
- Be able to work to the highest quality standards with attention to detail.
- Represent the company in a professional manner on its customers' sites.
- Good communication skills both verbal and written.

**Qualifications**:

- Minimum 5 years experience in commercial audio/visual industry
- Minimum 2 years in Commercial AV system design or technical support
- Positive and effective interaction with internal and external customers.

**Additional Qualifications Preferred**:

- Travel will be required (trade shows and training)
- Bachelors degree preferred
- Networking skills/background
- AutoCAD, Visio or like design software skills
- Programming experience with Crestron, AMX and/or Extron
- Programming/design experience with DSPs (BiAmp, BSS, Crestron, QSys)
- Video Conferencing background

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

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