Global Service Desk VNOC Engineer

Role Overview

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

Our immediate requirement is for an experienced Global Service Desk VNOC Engineer to be a key part of our Egham team, representing proAV, taking full responsibility for maintaining high levels of Customer service through helpdesk and remote technical support. Due to the nature of the Support Services business these roles are subject to tight SLA’s and KPI’s. The role requires developing and sustaining excellent customer relations whilst providing first class remote technical support for immediate fault resolution and to client’s satisfaction whilst ensuring the commercial impact of the account is upheld.

This is an exciting opportunity for an exceptional, experienced Global Service Desk VNOC Engineer to join an established operation with scope to drive and enhance the service at every opportunity.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities@

• First line technical response to fault tickets received into the global helpdesk
• Remote technical diagnosis and fault resolution.
• If resolution cannot be achieved, then accurate qualification of fault prior to engineering call out.
• Escalation to field engineering where remote resolution cannot be achieved.
• Direct phone and email support of Client.
• Access onto Client network for remote support.
• Microsoft Dynamics management of service cases (from creation to resolution)
• Escalation to Manufacturer support
• Liaison with Client Departments to resolve faults (IT, Networking teams, facilities)
• Content Deployment for Digital signage
• Log interpretation
• Managing and implementing systems AV system back-ups and firmware updates
• AV System Estate Administration and Change control management

Desirable skills:

Excellent Customer relations and interpersonal skills

Excellent communication skills, both written and verbal

Ability to multi task and prioritise workload to meet SLA based deadlines

Proven track record of achievement in a technical support-based role using remote support tools.

Accurate recording of calls and updates

Effective action and follow-up of required activities

Calm under pressure

A flexible approach to work

A proactive “can do” approach

Attention to detail

Responsible and accountable

Excellent Administration and organisational skills

Commercially sensitive

Additional languages would be a distinct advantage

NOC / VNOC experience would also be an advantage

Networks system comprehension

VC call signalling comprehension

AV Control System Logic understanding

Product Knowledge:

Previous experience some in the following product areas would be advantageous.

Control systems (Crestron/AMX/Extron)

Remote Management tools (Xio Cloud / Utelogy / Poly Lens / Q-Sys Reflect / Xyte)

Digital Signage and IPTV (e.g.Omnivex / TriplePlay / Mediastar / Vitec)

Audio Systems (Q-sys / Biamp / Shure/ BSS / Harman Audio Architect)

PC/Windows OS and Linux Literate (windows server and IoT)

Strong UC endpoint knowledge (Microsoft Teams Rooms and Zoom for both Windows and Appliances)

Good Network Fundamentals (IPIGMP Multicast / ptp / Wireshark Analysis)

Video Distribution (Crestron DM and DM-NVX, Lightware GVN)

Video Wall Technologies (Novastar, Colourlight, Green Hippo)

Equal Opportunities:

proAV are an equal opportunities employer, committed to promoting diversity and inclusion in the workplace and for job applicants, and are encouraged regardless of age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We aim to create a working environment in which all individuals can make best use of their skills, free from discrimination or harassment, and that we understand, recognise, respect and value differences so that all decisions are based upon merit. The principals of non-discrimination and equality of opportunity, diversity and inclusion also apply to the way in which we treat visitors, clients, customers, suppliers, and workers.