Audio Visual Service Desk Support Specialist
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Role overview: Responsible for inbound fault ticketing and the direction of the helpdesk function for Audio Visual equipment for various job sites. Oversees internal IT systems and assets, assists with upgrades and fixes. Preparation of Audio Visual hardware and accessories ahead of project installation to ensure all required items are configured correctly.
Responsibilities
* Deployment and management of company IT hardware & software.
* Call logging/ticketing; 1st and 2nd line support within the SLA.
* Supporting and troubleshooting a wide variety of AV software and hardware, including but not limited to: Audio (Program and Speech, DSP-based systems) – QSC, Biamp, Shure and Poly sound structures; Projection and Display Devices; Custom Control Systems (AMX/Crestron/Extron/SY); Audio and Video Conferencing (Cisco/Lifesize/Polycom/Zoom/Microsoft Teams); Microsoft Hub; Digital Signage Systems (Scala/OneLAN/Brightsign); Video Wall Display Systems (Datapath/Dexon); IPTV (Exterity/Tripleplay).
* Leaving the support function in a state that could be easily picked up by colleagues during an absence.
* Communicating with customers and site contacts; handling RMA management.
* Reporting – developing new reporting options; ensuring the Service Department is compliant with H&S issues.
* Work with Microsoft-powered devices and partner equipment installed as part of Microsoft Teams Rooms.
* Manage updates of hardware during the pre-staging process.
* Collaborate with the wider team to become the company point of contact for troubleshooting and issues.
* Maintain up-to-date knowledge of technologies relevant to the company’s projects.
* Assist in office relocations.
* Follow departmental and company procedures and policies (e.g., change control, problem and incident management).
* Monitor performance through scorecards; participate in monthly meetings with on-site primary contacts; complete post-job and preventive maintenance reports; provide phone/email tech support; manage ticket reporting; conduct product research and development for client requirements; continue with PDP and applicable training; maintain IMS and Quality Policy awareness and development.
Essential qualifications
* Strong understanding of Windows operating systems.
* Well-organised with the ability to prioritise workload and liaise with colleagues proactively.
* Ability to multitask, work under pressure and meet tight deadlines.
* Desire to learn and improve skills and knowledge; fast learner, energetic, enthusiastic.
* Adaptable and flexible to business demands; strong organisational and planning skills; positive ‘can-do’ attitude.
* Able to work independently and as part of a team; good numeracy and written skills.
* PC skills – Excel, Word, MS Teams & MS Office; CRM experience; quick response to service desk tickets.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Design, Art/Creative, and Information Technology
* Industries: Technology, Information and Internet
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