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Tech Support Engineer Full Time

at Quicklink Swansea in Swansea (Published at 12-11-2020)

The Role...

The Tech Support Engineer will play an integral part in keeping our customers happy. This is achieved by providing proactive support via various methods, from telephone, chat support, and email. The ideal candidate will be someone who has a real desire to provide excellent customer service and has been exposed to windows application support in a fast-paced environment supporting all levels of stakeholders.

What You'll Be Doing...

Your key responsibilities:

  • Raise incidents and service requests as required, ensuring all appropriate details and information are captured and contribute to 1st line root cause analysis.
  • Escalating issues and collaborating as necessary with other support members, without losing the ownership of the overall issue
  • Supporting and resolving issues with AV systems
  • Have a basic level of understanding/awareness of key toolsets and technologies used and supported by the team ? Network devices, Operating systems, Windows and Mac hardware, VPN systems
  • Responsible for learning and executing of all internal processes and procedures related to the Tech Support department and ensuring they are followed, with deviations being reported or escalated as required.
  • Assist with routine administration duties with a plethora of IT systems.

· Customer support will usually be provided remotely but traveling onsite is sometimes required so having a passport and being able to travel globally could be required.

What We're Looking For...

Experience in providing first-class customer service

Exposure to the broadcast or events/production industry.

Experience in hardware, assembling/configuring, etc.

Windows application, IOS, Android testing.

Previous experience with TV & AV conference systems

Ability to be agile, adjusting to the needs of the business and to prioritize and focus on work accordingly

A positive approach to communication, being able to summarise issues to colleagues and customers in a non-technical way

Job Types: Full-time, Permanent

Salary: £18,000.00-£24,000.00 per year

Additional pay:

  • Bonus scheme


  • Work from home


  • 8 hour shift


  • Technical Support: 3 years (Preferred)

Work remotely:

  • Yes, occasionally

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