Job vacancy - AV Product Support Expert

Position: AV Product Support Expert
Reference: acsSprodsupexp
Location: Dartford
Salary: £35,000 - £45,000 per annum
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Job Title: AV Product Support Expert

Do you have experience in customer support troubleshooting? Do you have experience in servicing and diagnosing faults on electric based hardware's? This is a fantastic opportunity to join an established company and become part of a highly experienced team of people.

Job Overview:

To assist customers, end users and employees, primarily via support case escalations from Product Support Specialists or Technical Support Manager. The post holder will be required to work flexibly, in a rapidly changing Technical environment. It may be necessary to assist, or cover for other technical employees from time to time.

Key Responsibilities:

  • Serve as an escalation point of contact for customers seeking technical assistance over the phone or email.
  • To assist all users (including our International customers) with Technical Support covering both IT and interactive products hardware and software matters.
  • Be a premier subject matter expert / have in-depth knowledge of the technical products sold by the Company. This will include hardware and software.
  • Create and update training material and confidently deliver a two-day service training course.
  • To provide technical training to UK hardware service team (TADL) on new products when required.
  • Liaise with manufacturers with product development and issues.
  • Be part of the on-call rota to support International support requests after normal working hours.

Requirements:

  • Past experience in customer support troubleshooting IT & Audio Visual based technologies and responding to customer service needs.
  • Past experience in servicing and diagnosing faults on electronic based hardware.
  • Effectively find a solution to incidents using own knowledge and all available methods at your disposal.
  • Excellent analytical, computer and communication skills with the ability to diagnose and communicate complex technical issues in an easy to understand manner.
  • Intermediate to advanced levels of skill in problem analysis and resolution of both hardware and software problems/incidents.
  • Full UK driving license.

Essential experience in the following:

Audio Visual (Advanced)

  • Screen technologies: - LED & LCD.
  • VGA, HDMI & DisplayPort.

Hardware fault diagnosis

  • Confidence in dismantling large pieces of hardware.
  • Ability to diagnose hardware faults using appropriate tools e.g. multi-meter, reading board schematics.
  • Read and understand service manuals and schematics.

Desktop (Intermediate to advanced)

  • Windows 7 to 10
  • Mac OS X/OS Sierra
  • Microsoft Office (general)

ACS are recruiting for a AV Product Support Expert If you feel that you have the skills and experience required in this advertisement to be a AV Product Support Expert please submit your CV including an outline of your experience as a AV Product Support Expert It is always a good idea to include a covering letter outlining your experience as AV Product Support Expert with your application as this will enhance your chances of selection and improve your prospects of landing the AV Product Support Expert role you desire.