About The Role
Role Overview
proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.
Our immediate requirement is for a Helpdesk Support Engineer to be a key part of our Egham team, representing proAV taking full responsibility for assisting our internal staff by being the first point of contact for technical queries. You will be involved with a variety of service desk, desktop, telephone, remote support, and you will be given many opportunities to get involved with a range of IT projects.
You will have excellent customer service, equipped with the passion, resources and commercial insight to help achieve them. In return, you will be working with a wide range of technologies as part of a friendly and dedicated team, in a great environment.
This is an exciting opportunity for an exceptional Helpdesk Support Engineer to join an established operation with scope to drive and enhance the service at every opportunity.
Experience of the position will be reflected by the remuneration and benefits package.
Key Responsibilities
1. Providing support for c end users, including office and remote users.
2. Provide face to face, floor walking and remote telephone troubleshooting support to end users.
3. Issues will need to be fixed or reported quickly and professionally and where necessary escalated to a nd or rd line support team member.
4. Working within a team to ensure all calls are responded to within SLA targets & requirements.
5. Building and maintaining Desktops / Laptops (HP & Dell).
6. Ensuring that support tickets are dealt with promptly and appropriately.
7. Reasonable understanding of IT hardware and Windows OS and software is essential.
Personal skills
8. Be a logical problem solver that is flexible in their methods used to solve customer problems and use your knowledge to solve problems creatively.
9. Be a self-motivated and independent learner.
10. Can communicate effectively in different ways and to people with different levels of knowledge.
11. Be able to apply critical questioning to get to the root of the problem quickly.
12. Have a basic understanding of IT concepts and can resolve technical problems.
13. Have a can-do attitude and show empathy for people.
14. Strong organisational skills and the ability to adhere to company procedures and deadlines.
15. Motivated to learn and pursue a career in IT.
16. The ability to work both alone and in a team.
17. Professional attitude and a strong work ethic.
18. Strong Troubleshooting and fault-finding skills.
19. Have the ability to work collaboratively with people from different disciplines and cultures.
20. Excellent customer services experience / telephone manner.
Desirable skills
21. A degree (in an IT discipline) preferred but not essential.
22. Office, knowledge using IOS & Android.
Hours of work
hours per week, hours a day,, including an hour unpaid break, Monday-Friday.