Support Engineer
RCC Connect · London, England ·
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 supportagreementsandhighlightpotentialrisks. Expectedtohavesufficienttechnical knowledge andawarenessofdetailsto beableto recognise whentechnicalproblems aredevelopinginthevariousdisciplines,andtoinitiateappropriatecorrectiveactions.
Responsibilities
- ProactiveandreactivemaintenanceandsupportofAudioVisualandVideo Conferencing installations for our client base in the UK
- FaultfindingandresolutionofAudioVisualandVideoConferencingproblemsintime sensitive, high pressure situations with our clients.
- AssistingtheInstallationTeamnewinstallationsofAudioVisualandVideo Conferencing solutions for customers between reactive service calls.
- Accuratecompletionoffieldservicerecordsandpaperworkforcustomerservice visits, to be returned in a timely fashion.
- Proactivelybuildingcloseworkingrelationshipswiththecustomerportfolio.
- Identifyingfurthersalesopportunitieswithexistingcustomersandensurethese opportunities are recorded and delivered to the appropriate internal teams.
- Ensureclearcommunicationwiththeserviceteamandotherappropriateinternal teams regarding all customer requirements.
Anyotherdutiesrequiredforthe role.
Job Requirements
Bearticulate,driven,positivewithacandowilldoattitude
Excellentverbalandwrittencommunicationskills
Comfortableworkinginanautonomousenvironment
- ExperienceininstallingandsupportingAudioVisualandVideoConferencing solutions
- Atleast3years’relevantexperience
- Trustworthinessandhonesty
- Abilitytoworkunderpressure
- Flexibleapproachtoworkinghours
- AMX/Crestronhardware/Softwareknowledgetoalevelwherecodecanbe uploaded/faults identified
- KnowledgeofbasicconfigurationsofCisco codecs
- BasicITNetwork Knowledge
ExperiencemaintainingandtroubleshootingPolycomCodecandSoundstructure equipment
Required Skills
- CTSexamqualification
- MicrosoftOfficeSuiteexperience
- Mustbeabletotalk,listenandspeakclearlyontetelephone
- Availabilityinresponsetoneedsofthecustomerforinstallation,maintenanceand equipment malfunctions
- Musthaveknowledgeuptocommissioninglevel
- Technical,analytical,interpersonalandorganisationskills
Package
- £35k to £40K DOE
- 22 days holiday plus Birthday Off
- Company Pension
- Access to Employee Assistance Programme
- Laptop and Phone
- PPE and tools
- Company Car or Car Allowance
- London Based