AV Technical Support Specialist

Salary: £30,000 – £36,000 per year

Our client is an award-winning AV Solutions provider, covering corporate, retail, automotive and financial sectors. They design, supply, install, and maintain projects utilising cutting edge technology. They work seamlessly with brand owners and agency partners carefully to understand the business objective, apply their knowledge and expertise, and do whatever it takes to find the optimum solution that will elevate their clients’ brand.
We are looking for a technical support specialist to provide professional, effective, knowledgeable IT and AV support to our retail, corporate and education clients.
Resolve or escalate support calls within agreed timescales using the Support portal and ensure clients are kept up to date on the status of the issue.
Configure and test AV systems in preparation for install. Managing and scheduling client content updates as required.
Main Duties & Responsibilities
• Responding to support tickets that come in via the portal, performing troubleshooting remotely and via phone where possible and liaising with engineering to arrange site visits as required.
• Keep clients and internal parties updated on the status of issues via the portal and directly via email if required. Chase clients as required for ticket responses that are outstanding.
• Update client content as required via their relevant Content Management System, scheduling, removing content as required and confirming once the changes have been actioned.
• Preparation, configuration and testing of Windows based digital signage systems for deployment.
• Creating reports from different data sources for clients and distributing them as required.
• Maintaining our clients digital signage estates, running software updates where required.
• Assist in the delivery of specific projects when required
• Communicate effectively with clients, team members and colleagues across the business.
Essential Knowledge and Experience Requirements
• A Level or equivalent qualification or experience in a related field
• Experience of providing IT or AV Support (1st & 2nd tier) and the processes associated with it
• Knowledge of computer hardware including desktops PCs, laptops and mobile devices
• Knowledge of AV hardware and software
• Experience of installing and using Microsoft windows
Essential Skills and Aptitude
• Technical Competence and proven troubleshooting skills
• Excellent organisation skills
• Excellent interpersonal and communication skills
• Ability to troubleshoot a multitude of hardware and software problems and to learn/adapt to new technologies
• Ability to understand new support tasks, while retaining and developing established ones
• Ability to adapt communication style to suit the audience
• Ability to work within a changing business and technical environment