Job Title: Remote Support Engineer
Location: Snelling Business Systems – Wymondham, Norfolk, NR18 9SB
Reports to: Service Manager
Hours of work: 8am - 5pm Monday – Friday
Salary Range: Competitive – rate depending on experience. Pension plan.
Summary of Position:
For the right candidate we offer the chance to join a multi award winning specialist Audio Visual company that is part of the PSNI Global Alliance network, this exciting full time opportunity has opened to become a part of the Snelling Service team based at our Wymondham HQ, the position offers a competitive salary, a generous pension scheme, life cover, paid sickness leave, access to the cycle to work scheme and an EV vehicle salary sacrifice scheme plus 20+8 days paid holiday. 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.
The Remote Support Engineer will play a critical role in assisting the onboarding of new clients and supporting the NOC manager in platform development, training will be provided on audio visual systems and the Remote Support Engineer will become the first point of contact for remotely supporting issues which have arisen at client sites. 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.
The role includes the following key tasks:
Remote Monitoring Responsibilities

• 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

Technical Responsibilities

• 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

Support Responsibilities

• 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

The successful candidate will, at a minimum, be familiar with TEAM’s rooms and AV solutions, have a strong IT knowledge, with experience of network management and/or deployment. They will have excellent communication skills to work directly with customers and with service department peers. A willingness to develop professionally. Technical training will be provided on Audio Visual technologies, products, and systems.
We are looking for someone to own the role, being accountable and responsible for the daily mechanics of Service Delivery, and to help us in our ambitions to develop an industry-leading Service team.
Personal Specification
Essential

• 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

Desirable

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

Experience
Essential

• 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

Desirable

• 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

Qualities and Attitude
Essential

• 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

Desirable

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

System Knowledge
Essential

• 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

Desirable

• 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

Job Types: Full-time, Permanent
Pay: Up to £32,000.00 per year
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)

Work Location: In person
Application deadline: 20/10/2024