View Jobs Description - Wymondham - ref. s36531815

We also offer and encourage ongoing training and development.

The company is leading the sector in implementation of an Audio-Visual Network Operations Centre monitoring solution as part of the Snelling Service portfolio, this including, monitoring custom dashboards, developing platform features, creation of client documentation, and resolving issues within SLA.

This will include tickets which have been raised by clients, and those from internal channels.

The successful candidate will Provide excellent first and second-line technical support to customers, through our online ticketing portal, face to face, and via teams and remote access tools. The role will involve working alongside internal AV technical team and Service Coordinators to provide technical advice and guidance.

• Monitor custom dashboards
• Liaise with onsite technicians to resolve issues
• Assist with development of remote monitoring systems
• Identify and report potential issues
• Configure and update deployed design files (Q-SYS, Crestron etc.)
• Onboarding of new and existing customers onto NOC platform
• Resolve issues remotely within SLA’s

• Implementation and on-boarding of new customer estates, working closely with Project Managers and onsite resources (both Snelling employees and directly with customers when required)
• Pro-active monitoring of remote management solutions to identify and remotely resolve issues
• Managing tickets for second-line technical support
• Technical triage of issues and allocation to appropriate Field Service Engineers for third-level support
• Providing technical phone support to Field Service Engineers or customers directly

• Ticket management including logging, updating, assigning and managing service calls & tickets
• Liaising closely with the Service Coordinator team to resolve customer issues efficiently and within SLA
• Ensuring service response and resolution times are met
• Following up with Field Service Engineers to confirm resolution of issues
• Providing insights to the Service Account Manager to show value to customers
• Advising the Service Coordinators of any pro-active measures required to benefit customers and avoid system downtime
• Identifying, tracking and raising service escalations to the Service Manager

A willingness to develop professionally. Technical training will be provided on Audio Visual technologies, products, and systems.

• Qualifications & Training
• At least 5 GCSE including Maths & English
• Excellent command of English grammar and spelling
• Networking technical training or qualifications e.g. CCNA or Comp TIA Network+, or equivalent

• AV specific technical qualifications:
• Crestron Technician Track
• Q-SYS Level 1
• Biamp Tesira Forte
• Dante Level 1
• Poly
• BSc Computing and IT

• Minimum 2 years IT experience, supporting customers first-hand
• Experience working with customers directly
• Experience with providing remote support
• Experience working with service coordinator roles as part of a larger service delivery team.
• Experience of working to customer-facing SLAs and internal KPIs

• Experience managing sub-contractors or internal technical resources
• Experience with Q-SYS Reflect, Crestron Fusion, Xio Cloud, AMX RMS or similar platforms
• Experience with Domotz or other IT focused monitoring solutions
• Awareness of basic programming concepts, and process scripting
• Awareness of languages such as Lua, Python or Javascript
• Comfortable with use of command line interfaces
• Familiarity with Docker & Linux
• SQL or similar Query language
• Data visualisation tools
• AV experience

• Excellent communication skills
• Self-motivated and driven
• Empathetic with customers and a desire to resolve issues in a timely manner
• Ability to work under pressure and to deadlines.
• Ability to work effectively without direct supervision.
• Understanding of data and reports
• Must have own transport – be able to reliably attend Snelling offices.
• Pro-active and driven with a desire to learn and progress
• Keen interest in technology
• Ability to work under pressure and to deadlines
• Excellent communication skills
• Problem Solver

• Process driven
• A desire to change, innovate and evolve

• Competent with Microsoft Office Suite
• Familiarity with customer service management systems or ticketing portals
• Experience of system and device control using IP and Serial interfaces
• Knowledge of IT/AV Networking including OSI Model, TCP/IP, Subnets, VLANs, VPN, SNMP, SSH

• Experience with Freshdesk Customer Management System
• Experience with Service Now Customer Management System
• Experience of common ticketing systems
• Familiarity with product portfolio from leading audio-visual brands including Crestron, QSC, Extron, Poly, Sennheiser, Shure, Panasonic & NEC
• Experience working with SAP

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Life insurance
• On-site parking
• Sick pay

Schedule:

• Monday to Friday

Experience:

• Network engineering: 1 year (required)
• SQL: 1 year (required)

Work authorisation:

• United Kingdom (required)

Location:

• Norfolk, NR18 9SB (required)

Application deadline: 20/10/2024