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Technical Support Engineer - Lambourn

£25,000 - £35,000 per annum - Full Time - IT
Ref: 252 Date Posted: Monday 01 Apr 2019
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Job Title:         Technical Support Engineer
Reporting to:   Managing Director
Hours:              Monday - Friday 9AM-5:30PM


Working within a team offering 1st line technical support to a customer network of AV Integrators and Custom Installers.  Products categories include: control system, lighting control, audio/video switching and networking.

 Key Responsibilities

 ·         Technical Support

  • Take in-coming support calls from customers in the UK and across Europe
  • Apply troubleshooting techniques with customers facing issues
  • Remote desktop support with customers where required
  • Provide Technical advice to customers searching for solutions
  • Ensure we provide the best possible support service
  • Escalate issues to vendors where necessary
  • Document common issues for support desk knowledgebase
  • Replace faulty products following our ‘Advanced Replacement’ procedure
  • Arrange repairs in-house or with vendors
  • Test new software, products and solutions
  • Register new Return Merchandise Authorisations for customers
  • Apply for Return Merchandise Authorisations with vendors

 ·         CRM Software Administration

  • Find, check or update customer details
  • Keep returns record up to date for support, logistics and accounts departments
  • Handle pricing and stock level enquiries for customers
  • Add Sales Orders for replacement products
  • Arrange local and international shipping

 Essential Skills:

  • Experience providing 1st line technical support
  • Experience with a networking product range or Home Automation control system
  • IT or AV qualifications
  • Great communication skills
  • Work within a small team
  • Must have own car

Non essential skills but great to have:

  • Knowledge and experience of SAP
  • Advanced knowledge of AV product technical specifications
  • Ability to use programming languages to solve problems
  • Experience with Photoshop for user interface development
  • AV Rack building
  • XML Editing