Support Engineer

Purpose and Objectives of the role Responsible for the implementation of support across our portfolio, and that the requirements of the SLAs are being satisfied in reporting to the Service Manager. Respond to customer needs in both proactive and reactive response. Assist with all support agreements and highlight potential risks. Expected to have sufficient technical knowledge and awareness of details to be able to recognise when technical problems are developing in the various disciplines, and to initiate appropriate corrective actions. Responsibilities

· Proactive and reactive maintenance and support of Audio Visual and Video Conferencing installations for our client base in the UK

· Fault finding and resolution of Audio Visual and Video Conferencing problems in time sensitive, high pressure situations with our clients.

· Assisting the Installation Team new installations of Audio Visual and Video Conferencing solutions for customers between reactive service calls.

· Accurate completion of field service records and paperwork for customer service visits, to be returned in a timely fashion.

Proactively building close working relationships with the customer portfolio.

· Identifying further sales opportunities with existing customers and ensure these opportunities are recorded and delivered to the appropriate internal teams.

· Ensure clear communication with the service team and other appropriate internal teams regarding all customer requirements.

Any other duties required for the role. Job Requirements Be articulate, driven, positive with a can do will do attitude Excellent verbal and written communication skills

Comfortable working in an autonomous environment

· Experience in installing and supporting Audio Visual and Video Conferencing solutions

At least 3 years’ relevant experience

Trustworthiness and honesty

Ability to work under pressure

Flexible approach to working hours

· AMX/Crestron hardware/Software knowledge to a level where code can be uploaded/faults identified

Knowledge of basic configurations of Cisco codecs

Basic IT Network Knowledge Experience maintaining and troubleshooting Polycom Codec and Sound structure equipment Required Skills

CTS exam qualification

Microsoft Office Suite experience

Must be able to talk, listen and speak clearly on telephone

· Availability in response to needs of the customer for installation, maintenance and equipment malfunctions

Must have knowledge up to commissioning level

Technical, analytical, interpersonal and organisation skills