Technical Support Engineer - Hungerford

Posted 8 November by Xact Placements Limited

Are you looking for a new opportunity working as a Technical Support Engineer to be based in Hungerford?

Working within the team offering 1st line technical support to a customer network of AV Integrators and Custom Installers. Products categories include: control system, lighting, audio/video switching and networking.

Main Duties of the Role

  • Take in-coming support calls from customers in the UK and across Europe
  • Apply troubleshooting techniques with customers facing issues
  • Remote desktop support with customers where required
  • Provide Technical advice to customers searching for solutions
  • Ensure we provide the best possible support service
  • Escalate issues to vendors where necessary
  • Document common issues for support desk knowledgebase
  • Replace faulty products following our 'Advanced Replacement’ procedure
  • Arrange repairs in-house or with vendors
  • Test new software, products and solutions
  • Register new Return Merchandise Authorisations for customers
  • Apply for Return Merchandise Authorisations with vendors
  • Find, check or update customer details
  • Keep returns record up to date for support, logistics and accounts departments
  • Handle pricing and stock level enquiries for customers
  • Add Sales Orders for replacement products
  • Arrange local and international shipping

Your Skills and Experience

  • Experience providing 1st line technical support
  • Experience with a networking product range or Home Automation control system
  • IT or AV qualifications
  • Great communication skills
  • Work within a small team
  • Must have own car

Desirable

  • Knowledge and experience of SAP
  • Advanced knowledge of AV product technical specifications
  • Ability to use programming languages to solve problems
  • Experience with Photoshop for user interface development
  • AV Rack building
  • XML Editing

Salary

  • Up to £30,000 per annum, depending on experience

Reference: 33415397

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