Senior audio visual technician Work, Jobs in Manchester M13 (with Salaries)

TIER 2 SUPPORT TECHNICIAN
ISDM Solutions Ltd —Halifax
- £28,500 - £35,000 a year
- Full-time
- Hybrid work
- Microsoft Word
- Schematics
- Analysis skills
- Work from home
- Sick pay
Quick apply
1d
Assistant Technician
Blackburn with Darwen Council —Blackburn with Darwen
- £25,583 - £26,824 a year
- Part-time
8d
Casual Technician
Blackburn with Darwen Council —Blackburn with Darwen
- £13.26 an hour
- Weekend availability
- Schematics
9d

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TIER 2 SUPPORT TECHNICIAN

ISDM Solutions Ltd -
Halifax

Quick apply

Job details

Full-time
£28,500 - £35,000 a year
1 day ago

Benefits

Casual dress
Cycle to work scheme
Free flu jabs
Company pension
Work from home
Sick pay
On-site parking

Qualifications

Microsoft Word
Reactive maintenance implementation
Technical troubleshooting
Driving Licence
Schematics
BMC Remedy
Incident queue management
IT service management
Ticket management
Case record updates
Microsoft Office Suite
Breakdown recovery
Analysis skills
Zendesk
Continuous improvement
Remote access software
Technical support incident logging
Wiring schematics interpretation
Planned Preventative Maintenance (PPM) implementation
ServiceNow
Customer support
Customer interaction
IT incident logging
Fault diagnosis and repair
Communication skills
Planned maintenance
Remote diagnostics
Help desk

Full job description

The Tier 2 Support Technician will join ISDM's Global Technical Operations Team, reporting to the Service Desk Manager. The purpose of the role is to provide technical support and break-fix services to our managed service customers across the UK, Ireland, Europe and the USA. Working as part of a collaborative support team, you will be responsible for diagnosing and resolving a wide range of Audio Visual (AV) and Video Conferencing (VC) issues, both remotely and on customer sites. You will manage support cases from initial logging through to resolution, ensuring customers receive a high standard of service while maintaining accurate documentation throughout. The successful candidate will play an important role in delivering exceptional customer service, supporting preventative maintenance activities, and contributing to the continuous improvement of ISDM's managed service offering.

Day to Day

Provide technical support to customers via telephone, email, webchat, video calls, remote desktop tools and customer site visits.
Manage AV and VC support cases from initial logging through to resolution, ensuring customers are kept informed throughout.
Accurately log and maintain support tickets within Zendesk, ensuring all actions, updates and next steps are fully documented.
Carry out remote and on-site fault diagnosis, identifying appropriate resolutions and progressing cases through to completion.
Escalate tickets to senior engineers or Service Desk Manager where appropriate, particularly where service levels are at risk.
Provide ongoing training and support to Tier 1 Support Technicians
Attend technical solution handover meetings and complete onboarding activities required as part of managed service contracts.
Complete scheduled preventative maintenance visits, morning room checks and monitoring of priority customer spaces.
Arrange third-party technical support where issues cannot be resolved internally.
Ensure effective communication and handover of any outstanding work at the end of each working day.
Participate in internal technical meetings to discuss support cases and ongoing service improvements.
Communicate professionally with customers, suppliers and colleagues at all times.
Maintain service documentation and contribute ideas to improve departmental performance and the overall customer experience.
Take ownership of high-priority or escalated support tickets and assist in resolving customer issues or complaints

About You

Experience providing technical support within an AV, VC or IT support environment.
Confident troubleshooting technical faults across a variety of AV and collaboration technologies.
Strong analytical and problem-solving skills with excellent attention to detail.
Able to prioritise workload and manage multiple support cases simultaneously.
Excellent verbal and written communication skills with a strong customer-focused approach.
Comfortable working both independently and as part of a wider technical support team.
Proficient in Microsoft Office applications including Outlook, Word and Excel.
Able to understand technical drawings, cable schematics and solution specifications.
A full UK driving licence is desirable (this can be discussed if not currently held).
Willing to travel to customer sites where required.

Technical Knowledge

Experience supporting or troubleshooting technologies such as:
Solid understanding of AV fundamentals.
Collaboration spaces, conference rooms, auditoriums and theatre AV systems.
Video Conferencing systems including Poly, Neat, Crestron, Cisco and Yealink.
Microsoft Teams Rooms and Zoom Rooms solutions.
Crestron, QSC and Extron control systems.
Audio DSP systems and related audio hardware.
Audio Visual signal distribution and integrated meeting room technologies.

What Would Make You Stand Out

The ideal candidate may also have:
A strong background supporting managed AV and VC services.
Experience using IT Service Management (ITSM) or ticketing platforms such as Zendesk, ServiceNow, Remedy or similar.
Good knowledge of Microsoft Teams and Microsoft Teams Rooms.
Experience working within Service Level Agreements (SLAs) and customer support environments.
An interest in continuous improvement and delivering an excellent customer experience.

Pay: £28,500.00-£35,000.00 per year

Benefits:

Casual dress
Company pension
Cycle to work scheme
Free flu jabs
On-site parking
Sick pay
Work from home

Experience:

Audio Visual: 1 year (preferred)

Work Location: Hybrid remote in Halifax HX3

Quick apply

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