Helpdesk Support Engineer
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
Providing support for c450 end users, including office and remote users
Provide face to face, floor walking and remote telephone troubleshooting support to end users
Issues will need to be fixed or reported quickly and professionally and where necessary escalated to a 2nd or 3rd line support team member
Working within a team to ensure all calls are responded to within SLA targets & requirements
Building and maintaining Desktops / Laptops (HP & Dell)
Ensuring that support tickets are dealt with promptly and appropriately
Reasonable understanding of IT hardware and Windows OS and software is essential.
Personal skills
Be a logical problem solver that is flexible in their methods used to solve customer problems and use your knowledge to solve problems creatively
Have the ability to work collaboratively with people from different disciplines and cultures
Be a self-motivated and independent learner
Can communicate effectively in different ways and to people with different levels of knowledge
Be able to apply critical questioning to get to the root of the problem quickly
Have a basic understanding of IT concepts and can resolve technical problems.
Have a can-do attitude and show empathy for people
Strong organisational skills and the ability to adhere to company procedures and deadlines
Motivated to learn and pursue a career in IT
The ability to work both alone and in a team
Professional attitude and a strong work ethic
Strong Troubleshooting and fault-finding skills
Excellent customer services experience / telephone manner
Desirable skills
A degree (in an IT discipline) preferred but not essential.
Office 365, knowledge using IOS & Android
Equality, Diversity & Inclusion
proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply.
Required skills
- Android
- iOS
- OS
- Service Level Agreements
- 1st Line
- Office 365
Reference: 52544357
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