Helpdesk Engineer
Officed Based Only
£32,000 - £35,000 per annum
8:30am - 5:00pm Monday - Friday
Full Time, Permanent
Basingstoke
Our client is a market leading IT equipment service provider. They are seeking the right individual who is passionate about IT equipment (camera systems, microphones, speakers & office access devices) how it works and how to problem solve. This role will heavily involve telephone support and remote access looking into hardware layouts/schematics working your way through a ticketing system (suitable for someone at 1st & 2nd line support).
Background needed for this role:
* Strong understanding of AV Cabling, HDMI Signalling, IP Networks, Unified Communication platforms (Microsoft Teams, Google, Zoom)
* Experienced with products from Extron, QSYS, Crestron, SY Electronics, Kramer, CYP Europe and others.
* Good knowledge of Audio-Visual & Video Conferencing
* Experienced with supporting customers via telephone
* Experienced with AV & IT hardware and software, including configuration, diagnosing and resolving problems
Responsibilities
* Acting as the first point of contact for technical support via phone, email, chat, or ticketing systems.
* Troubleshooting a wide range of AV, UC and related technical issues.
* Logging, categorising, prioritising and managing incidents and service requests accurately.
* Communicating clearly with users, providing regular updates and setting expectations.
* Ensuring incidents and requests are resolved within agreed SLAs.
* Maintaining accurate ticket notes and technical documentation.
* Contributing to knowledge base content and identifying recurring issues.
* Delivering a consistently high level of customer service and user satisfaction.
* Working with third line teams, vendors and external partners when required.
Other
* Onsite parking
* Product training provided
* All in 32 days holiday (20 days to use, +3 days between Christmas & New Years +1 day for your birthday +8 bank holidays)
* Pension scheme
Embracing diversity in all its forms, our client is an equal opportunity employer. They welcome individuals from all walks of life, irrespective of race, gender, age, disability, sexual orientation, religion, or belief.
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