Job description tvONE has been a leading AV technology innovator for more than 35 years, serving the commercial integration market with best-in-class CORIO, Green Hippo and Magenta solutions for window processing, scaling, signal extension and routing. The Company also produces custom solutions for top medical and commercial brands. tvONE solutions are found in a wide range of video applications including sports venues, operating rooms and an infinite range of commercial AV installations from corporate boardrooms to TV broadcast studios. Since 2023 tvONE has been acquired by ACT Entertainment, Noth America's leading supplier of the Entertainment industry's principal products to professionals across 6 different end markets including Professional Lighting fixtures and Lighting control equipment, Audio, Video, Fibre and Power distribution. ACT Entertainment with the acquisition of tvONE and Ambersphere now have sites in Margate, Maidenhead, London, USA, Canada and Mexico. JOB ROLE: Junior Technical Support Associate DEPARTMENT: Technical Services LOCATION: Maidenhead HOURS: 40 hours. Monday to Thursday 8am-5pm, Friday 8am-4pm TYPE: Permanent PAY: £24,000 to £28,000 per annum, dependant on experience. SUMMARY: We are seeking a Junior Technical Support Associate to provide world-class assistance to our customers. You will diagnose and troubleshoot hardware and software problems and help our customers solve a wide range of technical issues. Diagnose and repair customer returns (RA’s). You must share our customers’ sense of urgency in problem solving held throughout the live events and integration industries. DUTIES AND RESPONSIBILITIES: Troubleshooting and solving computer hardware issues Updating of proprietary firmware and software as well as Windows and PC drivers. Documenting repairs and reporting test results in our support help desk system Providing 1st line technical support using our help desk system via email and telephone. Tracking RMA repairs and demo unit maintenance through to completion within agreed time limits. Answer phone-based support requests, assist the customer and document correspondence in our help desk system until the case is resolved. Maintain friendly relationships with customers. Assist the Product Specialists. Engineers and developers in diagnosing and fixing complex problems. Join the out of hours tech support telephone rotation. Maintaining demo equipment functionality, including repairs, updates, and preparation for future demos. Prepare equipment for demo opportunities to order specification. Diagnose and repair component level PCB failures. Test customer issues by replicating their setup. SUPERVISORY RESPONSIBILITIES: No supervisory responsibilities. QUALIFICATIONS: Minimum of GSCE’s in English and Math, Grade C or above. Ideally have A Levels, AS Levels, BTEC or higher education (Preferred) EXPERIENCE: 2 years’ experience of computer hardware troubleshooting and repair. 1 years’ experience of troubleshooting AV or PC (Preferred) 2 years’ experience Windows (Preferred) Previous experience of live entertainment rental or staging experience would be a benefit. Proven work experience in Technical Support, Desktop Support, IT Help Desk Technician, or similar role. Electronics knowledge and soldering skills but not essential. Hands-on experience with installing GPUs or other PCIe devices, PSU’s, SSD/nVME disk drives, and RAM. Good understanding of computer systems and other tech/AV products. Familiarity with remote desktop applications and help desk software. Understand basic implementations of video signal distribution. (Resolutions, refresh rates, signal types, cable specifications and visual recognition of cable types) Follow, amend, and create procedures. Basic AV and faultfinding knowledge SKILLS: Ability to follow instructions and learn processes quickly. Ability to diagnose and troubleshoot basic technical issues. Working as a member of a team in a fast-paced dynamic environment. Good attention to detail. Excellent communication skills. Patient and resilient. Closing Date: 19th November 2024 No agencies please Job Types: Full-time, Permanent Pay: £24,000.00-£28,000.00 per year Benefits: Company events Company pension Schedule: Day shift Monday to Friday No weekends