Product Support Technical Expert - AV

Posted on Dec 12, 2018 by Anonymous

Stone, Kent United Kingdom
Call Center & Customer Service
Immediate Start
£30k - £45k Annual
The client has a well established reputation of bringing innovative AV products and technologies to market and always responding to the needs of their resellers and end-users.

We are now looking for a superstar to join their friendly team:

To assist customers, end users and employees, primarily via support case escalations from Product Support Specialists or Technical Support Manager. The post holder will be required to work flexibly, in a rapidly changing Technical environment. It may be necessary to assist, or cover for other technical employees from time to time.

Responsibilities include:
• Serve as an escalation point of contact for customers seeking technical assistance over the phone or email, escalations will mostly come from Client's Product Support Specialists.
• To assist all users (including our International customers) with Technical Support covering both IT and interactive products hardware and software matters.
• Be a premier subject matter expert / have in-depth knowledge of the technical products sold by the Company. This will include hardware and software.
• Create and update training material and confidently deliver a two-day service training course.
• To provide technical training on Clevertouch products for repair agents outside of the UK.
• To provide technical training to UK hardware service team (TADL) on new products when required.
• Keep International agents informed on technical updates and developments with Clevertouch products.
• Assist the sales manager with out of warranty quotes.
• Liaise with manufacturers with product development and issues.
• Monitor the repair tickets from TADL to check process/repairs are carried out to company standards. To raise issues if noted.
• Repair screens TADL are unable to.
• Use SAP to find products, determine serial numbers, investigate history of sales of equipment to aid support.
• Good time management and priority handling.
• Be part of the on-call rota to support International support requests after normal working hours.
• Attend pre & post sales meetings on customers sites, when required.
• Assist Technical Support Manager with the technical design, test and setup of equipment for and at trade shows and external events when required.
• Movement and setup of test products and equipment in the Dartford office.
• To respect and maintain the company confidentiality
• To comply with requirements of the Health and Safety practices/legislation as outlined in the company Health and safety procedures
• To perform other related duties and assignments as requested

Required Skills:
• Excellent analytical, computer and communication skills with the ability to diagnose and communicate complex technical issues in an easy to understand manner.
• Intermediate to advanced levels of skill in problem analysis and resolution of both hardware and software problems/incidents.
• Excellent ability to interface with both internal and field based team members and external customers, via telephone/email and face-to-face meetings.
• Ability to handle clients professionally during all interfaces.

• Excited about technology and keen to help everyone get the best out of it.
• Past experience in customer support troubleshooting IT & Audio Visual based technologies and responding to customer service needs.
• Past experience in servicing and diagnosing faults on electronic based hardware.
• The ability to be a good listener, and to really understand an incident or question to then provide workable solutions.
• Effectively find a solution to incidents using own knowledge and all available methods at your disposal.
• Excellent telephone mannerisms. Some support will be provided over the phone.
• Excellent writing skills. Most of your work will be written (email, support tickets, documentation, etc.).
• Full UK driving license.

Essential experience in the following:
Audio Visual - Need to have a good understanding of what AV is, and have had some experience in operating LFD's, projectors etc.
Desktop operating systems technical support (Intermediate to advanced)
• Windows 7 to 10
• Mac OS X/macOS
• Microsoft Office (general)
• Build computer images to be used for deployment and factory flashing.

Network (Intermediate to Advanced)
• Medium to advanced understanding of wired and wireless networking
• Understanding the need for network segmentation and how this can impact particular networking protocols.
• Packet capturing and packet inspection
• To have previously supported the following technologies & protocols
o mDNS
o AirPlay
o Web filters/proxy

Hardware fault diagnosis
• Confidence in dismantling large pieces of hardware.
• Ability to diagnose hardware faults using appropriate tools e.g. multi-meter, reading board schematics.
• Read and understand service manuals and schematics.

• Can confidently operate and configure smartphones and tablets

Experience in the following would be highly advantageous:
Audio Visual
• Screen technologies: - LED & LCD
• VGA, HDMI & DisplayPort
• Thorough understanding of cables and their specifications used in AV environments
• Lynx 5.0 (by Client's)
• Snowflake (by Nuitec)
• Display Note
• Previous experience in supporting Android products
• Previously been trained and/or had 3 years + in electronics servicing at component level
• Work Android AOSP software stack and use the relevant tools to maintain it

Reference: 597648783

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