Technical Support Engineer
Company
Location
Farnborough, England, United Kingdom
Posted At
9/2/2025
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Description
Description
Duties & Responsibilities:
Duties & Responsibilities:
- Adhere to client Service Level Agreement terms and conditions
- Maintain a positive, empathetic, and professional attitude towards customers
- Ensure that customers receive prompt and efficient technical support of AV and Video Conferencing solutions
- Respond promptly to customer inquiries and document interactions
- Maintain a case load while managing other common tasks, including but not limited to:
- Triage/root cause analysis,
- Dispatching field technicians
- Ordering parts/issuing return
- Merchandise authorization
- Handle and respond to inbound phone calls, email inquiries, and escalations from Technical Support Representatives
- Participate in On-site dispatching, technical troubleshooting and case remediation
- Participate as needed in prescribed training curricular
- Follow up on open issues with escalation groups to provide feedback to customer
- May need to travel to various job sites
- Provide client support to users in the operations and configuration of AV and videoconferencing systems
- Other duties assigned as needed
- Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
- Self-starter capable of working independently and meeting deadlines
- Excellent verbal and written communication and interpersonal skills
- Ability to balance multiple tasks with changing priorities
- Excellent structured problem-solving skills
- Time management skills and attention to detail
- Demonstrate Technical Training
- Ability to troubleshoot basic to intermediate AV and video teleconferencing issues
- Demonstrated understanding of AV room schematics as well as floor plans
- Reliable team technical resource for subject matter
- Proficient with workplace databases and tools
- Monday-Friday, 8 hour shift with 1 hour for lunch, between 7am-7pm
- Overtime may be required
- To ensure that deadlines are met, it may be necessary to work outside normal hours of business and outside of the UK region.
- Pension and Healthcare benefits will be offered after probation period
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