Support Desk Technician

Our client is hiring for their Technical Service Desk Team to provide support to their corporate, retail and government clients.

You will require a keen interest in the Audio-Visual industry and a technical skill set our client can build on. Part of the role will be to qualify faults, carry out remote support via phone, remote access and assist the team to decide the best action toprogress and resolve the issue.

**Salary**:£23,000 - £28,000 per annum

**Location**: Livingston or Sunbury On Thames (Partial remote working)

**Hours of work**: 37.5 hours per week, Monday - Friday, involve working between the hours of 07:00-19:00 (or similar) on a rota basis.

**Support Desk Technician Duties**:

- The first point of call when an incident is raised.
- Logging faults on our service platforms.
- Proactive response to colleagues and clients.
- Categorise requests so that they can be progressed in the correct manner.
- Understand the contractual and service level agreements (SLA) of individual clients.
- Explain faults and diagnostics to the client in a way they can understand, and what Kinly can do to resolve the fault.
- Manage client expectations.
- Use your technical ability to resolve faults with the client.
- Identify when a fault requires escalating to 2nd, 3rd Line or a Field Service Engineer.
- Communicate identified faults effectively to our service desk colleagues.
- Obtaining required technical information to support the qualification and remediation of the fault where possible
- Document and update all diagnostics and technical support carried out on any given fault/issue onto the ticketing system.
- Where applicable liaise with manufacturers or distributor support channels to help resolve faults.

**Support Desk Technician Requirements**:

- Positive attitude.
- Proven excellent customer service skills.
- Able to be self-motivated and work under pressure, often to deadlines.
- Keen and willing to learn new skills
- Excellent communication skills
- Problem Solver.
- Attention to detail
- Ability to multitask
- Proven experience in being able to prioritise.

**Desirable**:

- Previous experience of corporate Audio-Visual systems at a technical level.
- Ability to read and understand Audio Visual system schematics
- Be knowledgeable in both digital and analogue audio/video signals. For example, HDMI, DisplayPort, Component and Composite. Also, the differences with Balanced and Unbalanced audio signals and their associated wiring along network audio systems like Danteand AVB.
- Strong knowledge of control system fault finding.
- Configuration and fault finding of Digital Sound Processors such as Q-Sys, Biamp and ClearOne.

**About the Company**:
Our client believes working together is the most exciting thing in the world. In the modern workplace, they enable people to share, discuss, and truly work together with videoconferencing, AV- and Smart technologies. For them, it doesn’t stop with technology,they will be there, every step of the way to help People work smarter, in different places and spaces.

Their ambition is to be the Thought Leader and Market Leader in their targeted verticals and markets. They are already No.1 in their European, UK, Dutch and Norwegian regions, and now a Global Top 3 company in their industry. From 20 offices around the worldtheir 1,200 employees serve more than 2500 Clients ranging from innovative startups to Fortune 500 companies and Governments, in over 125 countries.

They believe that the key to success lies in the skill and passion of their people; Their values, being Passionate Innovators, Reliable Professionals and “In it Together” are all about how they build a culture to make their Brand Promise come true:
Working together.

Everywhere.