AVI-SPL Farnborough, England, United Kingdom
Technical Support Engineer
AVI-SPL is a digital enablement solutions provider, transforming how people and technology connect to elevate experiences, create new value, and enable organizations to thrive. As the largest provider of collaboration technology solutions, including award-winning managed services, we offer real career opportunities and progression.
Our highly trained team works with organizations worldwide—including over 80% of Fortune 100 companies. If you're looking for a business that can fast-track your career, get in touch today!
Role Overview
As part of the AVI-SPL Global Conference Services team, you’ll provide remote technical support for customers' audio/video meeting experiences. This role involves troubleshooting video conferencing issues, responding to support requests via phone, chat, and email, and escalating tickets as needed in a 24/7 environment.
Key Responsibilities
1. Serve as the primary customer interface, ensuring prompt and high-quality A/V and video conferencing support.
2. Troubleshoot and resolve technical issues remotely, escalating as required.
3. Manage tickets, document actions, and keep all stakeholders informed.
4. Initiate field service visits and coordinate parts/equipment orders as necessary.
5. Maintain expertise in A/V and video conferencing systems through ongoing training.
6. Support high-profile meetings and provide escalated troubleshooting when needed.
Qualifications & Skills
1. Ideally 5 years of experience operating with customers in a service capacity.
2. Desirably have experience with MTR, Zoom, Logi, and Lenovo systems.
3. Experience in a NOC environment (A/V, IT, or networking) preferred.
4. Strong problem-solving and decision-making skills under pressure.
5. Excellent communication, time management, and organizational abilities.
6. Self-motivated with a proactive approach to issue resolution.
Why Work for AVI-SPL?
As a global leader in universal communications, we ensure our workplace supports your growth and well-being.
We offer:
1. Health & Wellbeing: Private healthcare, Employee Assistance & Mental Health Support.
2. Work-Life Balance: Increased holiday with service, flexible working policy.
3. Learning & Development: Access to online learning resources, AVIXA membership.
4. Employee Discounts: Online retail discounts, discounted products through partners.
5. Other Benefits: Cycle-to-work scheme, season ticket loans, generous referral scheme.
If you're feeling undervalued, stuck in a rut, or looking to further your career, apply today!
Our Commitment to Diversity
At AVI-SPL, we provide connection, opportunity, and a voice to everyone. WE Thrive Together—our diversity makes us better employees, better humans, and a better business.
AVI-SPL is an Equal Opportunities Employer. All qualified applicants will be considered without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, nationality, age, or disability status.
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology, Customer Service, and Engineering
Industries
IT Services and IT Consulting, Technology, Information and Media, and Business Consulting and Services
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