Junior Technical Support Associate

1 week ago

Maidenhead, United Kingdom tvONE Full time

**JOB ROLE**:Junior Technical Support Associate

**DEPARTMENT**: Technical Services

**LOCATION**:Maidenhead

**HOURS**:40 hours. Monday to Thursday 8am-5pm, Friday 8am-4pm

**TYPE**: Permanent

**PAY**:£24,000 to £28,000 per annum**, **dependant on experience.

**SUMMARY**: We are seeking a Junior Technical Support Associate to provide world-class assistance to our customers. You will diagnose and troubleshoot hardware and software problems and help our customers solve a wide range of technical issues. Diagnose and repair customer returns (RA’s). You must share our customers’ sense of urgency in problem solving held throughout the live events and integration industries.

**DUTIES AND RESPONSIBILITIES**:

- Troubleshooting and solving computer hardware issues
- Updating of proprietary firmware and software as well as Windows and PC drivers.
- Documenting repairs and reporting test results in our support help desk system
- Tracking RMA repairs and demo unit maintenance through to completion within agreed time limits.
- Answer phone-based support requests, assist the customer and document correspondence in our help desk system until the case is resolved.
- Maintain friendly relationships with customers.
- Assist the Product Specialists. Engineers and developers in diagnosing and fixing complex problems.
- Join the out of hours tech support telephone rotation.
- Maintaining demo equipment functionality, including repairs, updates, and preparation for future demos.
- Prepare equipment for demo opportunities to order specification.
- Diagnose and repair component level PCB failures.
- Test customer issues by replicating their setup.

**SUPERVISORY RESPONSIBILITIES**:

- No supervisory responsibilities.

**QUALIFICATIONS**:

- Minimum of GSCE’s in English and Math, Grade C or above.
- Ideally have A Levels, AS Levels, BTEC or higher education (preferred)

**EXPERIENCE**:

- 2 years’ experience of computer hardware troubleshooting and repair.
- 1 years’ experience of troubleshooting AV or PC (preferred)
- 2 years’ experience Windows (preferred)
- Previous experience of live entertainment rental or staging experience would be a benefit.
- Proven work experience in Technical Support, Desktop Support, IT Help Desk Technician, or similar role.
- Electronics knowledge and soldering skills but not essential.
- Hands-on experience with installing GPUs or other PCIe devices, PSU’s, SSD/nVME disk drives, and RAM.
- Good understanding of computer systems and other tech/AV products.
- Understand basic implementations of video signal distribution. (Resolutions, refresh rates, signal types, cable specifications and visual recognition of cable types)
- Follow, amend, and create procedures.
- Basic AV and faultfinding knowledge

**SKILLS**:

- Ability to follow instructions and learn processes quickly.
- Ability to diagnose and troubleshoot basic technical issues.
- Working as a member of a team in a fast-paced dynamic environment.
- Good attention to detail.
- Excellent communication skills.
- Patient and resilient.

**Closing Date: 19th November 2024**

**No agencies please**

**Job Types**: Full-time, Permanent

Pay: £24,000.00-£28,000.00 per year

**Benefits**:

- Company events
- Company pension

Schedule:

- Day shift
- Monday to Friday
- No weekends

Work Location: In person

Application deadline: 19/11/2024
Reference ID: ACT Jnr Tech Support

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