Technical Support Engineer

We're looking for a Technical Support Engineer to join our dynamic Technical Support team. The successful candidate will be responsible for pre-configuring, testing, installing, and providing technical support for Audio Technology. The key focus will be building Avid Pro Tools, S1, S4 & S6, and Dolby systems prior to the delivery to customers, as well as to provide after sales support by telephone, e-mail, support ticketing systems, and customer visits.

What you will be doing in this role

• Liaise with sales regarding system specification, details, and timeline of configurations.
• Hardware Build and Software Configuration of Mac and PC based DAW systems as required by sales dept. These will predominantly be Avid Pro Tools systems, though could also include Nuendo, Logic, Sibelius, Media Composer, or Dolby RMU
• Testing/QC of Avid control surfaces (S1/S4/S6) prior to delivery to customers.
• Maintaining records of all system configurations in CRM, including critical information such as login, registration, and licence details.
• Liaise with logistics/shipping that all required components for each build are delivered to the workshop, and, on completion of build, notify sales and dispatch.
• Provide on-site installation and commissioning as required. Travel within the UK will be part of the role.
• Liaise with suppliers/manufacturers to resolve product/customer issues.
• Offering front line technical support via telephone and e-mail ticket service, TeamViewer remote support, and attending customer's premises if necessary.
• Conduct onsite maintenance visits. These may be scheduled service visits where you will be required to perform annual system upgrades and health checks, or support callouts.
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• Good knowledge of DAW Software and Console integration - Primarily Avid Pro Tools and associated control surfaces
• A strong working knowledge of networking, including good knowledge of Audio over IP formats such as Dante.
• Knowledge and understanding of Audio and Postproduction workflows will be a major benefit.
• Experience of support ticketing (Zendesk/FreshService), and CRM (Microsoft Dynamics) systems would be an advantage.
• Good understanding of Immersive audio formats, in particular Dolby Atmos
• Good understanding of both PC and Mac Operating systems and architecture.
• Competent at carrying out equipment repairs (PSU and fader replacements, soldering).
• A Full UK Driving License (clean preferred) would be desirable for this role.

Why you should work here

• Contributory Pension Scheme
• Private Health Care
• Basic holiday allowance, rising with service, plus an additional day off to celebrate your birthday
• Life Cover
• Paid Sickness Leave
• Staff Purchase Scheme
• Employee Assistance Programme (EAP)
• Reduced Gym Membership (dependant on location)
• Cycle to Work Scheme
• Long Service Awards, Support Engineer - SC Cleared (DV Eligible) Do you have the following skills, experience and drive to succeed in this role Find out below. Hereford / Hybrid | £55-65k + Benefits Our client transforms complex geotemporal data into fast, actionable intelligence. Their...

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