Support Desk Engineer

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This company provide secure and flexible visual collaboration solutions that makes it easier to work closer together. and their vision is to engage people in a world of possibilities.

They believe in recruiting experienced talent and creating challenging career opportunities that bring out the best in each individual. They truly understand that their success is dependent on the performance of their people and it's their talented team who will enable them to grow and evolve their business.

They are currently looking to recruit for a Support Desk Engineer to join their team in Livingston. You will be responsible for Resolving support calls according to procedures, ensuring delivery of exceptional service to clients and client satisfaction by following Company Procedures and Best Practice

Main duties will include assisting to deliver successful resolution of service calls; from client contact to client closure, answering phone & video calls politely within 6 rings maximum, coordinating field support staff to deliver effective resolution of calls within SLA, primary escalation point for infrastructure and unified communications support issues and adherence to guidelines in dealing with TAC for RMA, Incidents & Requests.

Key skills for this role are:

- Excellent customer service skills

- Well organised with good attention to detail and excellent verbal / written communication skills

- Experience of using service management tools and managing client incidents / requests in a timely way (meeting SLA's)

- Providing remote assistance to field engineering teams

The following technical skills would be beneficial:

- Experience of managing VC endpoints and infrastructure (Polycom, Cisco)

- Strong understanding of AV solutions (AMX, Barco, Crestron etc.)

- Digital signage knowledge preferable

- Microsoft O365 knowledge preferable

Benefits Package:

- Salary £22,000 - £25,000 depending on experience