Audio Visual 1st Line Support Engineer

3 days ago

Hook, United Kingdom Prospero Integrated Full time

Here at Prospero, we are working with one of the UK's leading System Integrators to find an experienced and customer service orientated Audio Visual 1st line service support engineer to provide support to users in an efficient and accurate manner. The goalis to make sure that customers value is maintained to the standards set forth by the company.

**Key Details**:

- Audio Visual
- 1st Line Support Engineer
- Permanent role
- Based in Hampshire
- Paying £20K - £22K

**Roles & Responsibilities**:

- Provide first level support through taking calls and handling incidents/service requests
- Provide customer with regular updates on the progress of the Service requests
- Conveying resolutions to customers
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Ensure proper recording, documentation and closure of tickets
- Update service records throughout the service record's life cycle
- Update customer data and produce activity reports when requested
- Follow up with customers, provide feedback through to resolution
- Ensure logged faults are resolved within SLA
- Utilise excellent customer service skills
- Preserve and grow knowledge of help desk procedures, products and services
- Allocating engineer resource
- Ensure proper documentation is raised for engineers
- Follow up with engineers and ensure timely feedback
- Regular reporting to the Service Delivery Manager
- Providing support to the Help Desk Analysists when required
- Assisting with arranging staff training and awareness sessions
- Managing help desk rota
- Monitor Engineer Calendars

**Key Skills, Experience & Knowledge**:

- Working experience in the help desk environment will be beneficial
- Excellent telephone manner
- Team player
- Working knowledge of Office packages
- Good communication skills
- Advanced multi-tasking skills
- Customer service orientation
- Good communication and IT skills
- Experience supporting/Knowledges of working with PC's and servers, desired but not essential
- A basic understanding of Audio Visual products and connections (Screens, media players), desired but not essential
- Microsoft products including Windows desktop, Windows Server, Office and Outlook, desired but not essential
- An understanding of networking concepts eg WIFI, IP addresses, TCPIP Firewalls, VPN and Routers, desired but not essential

**Benefits**:

- Holiday entitlement - 25 days per year plus 8 bank holidays.
- Duvet days - You are entitled to 3 duvet days per annum. These are days that can be taken at any time during the annual leave year.
- Training - The Company will provide regular training appropriate to your duties and role in the Company
- Company's Wellbeing Programme
- Benefits Hub
- Standard pension scheme
- Monday to Friday - 9am - 5.30pm

If this role is not for you but you are interested in similar opportunities, Prospero are the leading audio-visual recruitment agency in the UK with thousands of roles daily. Any further enquiries please call (Option 5).

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