Technical Support Specialist

2 weeks ago

Margate, United Kingdom Alfen Full time

Alfen Recruitment is proud to be working exclusively with our award-winning AV client, a world-class developer and manufacturer of video conversion, content manipulation, and AV signal distribution technology. We are seeking a talented Technical Support Engineer to join their esteemed team in Margate.


Main Purpose of the Role:

We are seeking a Technical Support Engineer to provide exceptional assistance to our customers. In this role, you will diagnose and troubleshoot hardware and software problems, helping our clients resolve a wide range of technical issues. You will be responsible for diagnosing and repairing customer returns (RAs) and must share our customers’ sense of urgency in problem-solving, especially within the live events and integration industries.



Key Accountabilities and Responsibilities:

  • Troubleshooting and solving computer hardware issues
  • Updating proprietary firmware and software as well as Windows and PC drivers
  • Documenting repairs and reporting test results in our support help desk system
  • Providing 1st line technical support via email and telephone
  • Tracking RMA repairs and demo unit maintenance through to completion within agreed time limits
  • Answering phone-based support requests, assisting customers, and documenting correspondence until case resolution
  • Maintaining friendly relationships with customers
  • Assisting Product Specialists, Engineers, and Developers in diagnosing and fixing complex problems
  • Joining the out-of-hours tech support telephone rotation
  • Maintaining demo equipment functionality, including repairs, updates, and preparation for future demos
  • Preparing equipment for demo opportunities to order specification
  • Diagnosing and repairing component level PCB failures
  • Testing customer issues by replicating their setup



Knowledge and Skill Requirements:

  • Proven work experience in Technical Support, Desktop Support, IT Help Desk Technician, or a similar role. Electronics knowledge and soldering skills are advantageous but not essential
  • Hands-on experience with installing GPUs, PCIe devices, PSUs, SSD/nVME disk drives, and RAM
  • Good understanding of computer systems and other tech/AV products
  • Ability to follow instructions and learn processes quickly
  • Ability to diagnose and troubleshoot basic technical issues
  • Experience working as part of a team in a fast-paced, dynamic environment
  • Familiarity with remote desktop applications and help desk software
  • Basic knowledge of video signal distribution, including resolutions, refresh rates, signal types, and cable specifications
  • Ability to follow, amend, and create procedures
  • Basic AV and faultfinding knowledge



If you are passionate about AV technology and eager to develop your career with an industry leader, we would love to hear from you. Apply today and join our client's team in delivering cutting-edge solutions to clients around the world.

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