2nd Line Support Technician - #1759665

2nd Line Support Technician

Location – Sheffield

Hybrid – 3 days per week in the office

Salary - £28k DoE

At Vivedia, we live and breathe AV technology. It’s just part of our DNA. We’re deeply passionate about designing and integrating the best, most reliable technology for our customers. To further improve our process and customer experience, we need to have a support team in place to provide technical assistance when needed.

As an 2nd line Support Technician, you'll lead the delivery of best-in-class support for our systems to our nationwide network of customers. Reporting to the Technical Support Lead, you'll collaborate with various internal and external stakeholders to ensure any customer issues are resolved quickly minimising any disruption.

This role with primarily focus on being the point of contact for our customers, when they experience issues with their hardware/software/peripherals. The ideal candidate will have a strong technical background in AV technologies and a proven track record in providing class leading customer service as there will be an element of call handling and then dealing with the issues in the background. This role requires close collaboration with our Engineering, Support and Design teams, as well as with 3rd party stakeholder to support our delivery of best-in-class solutions.

At Vivedia we pride ourselves on ensuring all our new employees are provided with training, and tools to do their role. As with most industries being a 2nd Line support Technician comes with a range of different problems daily. You will also be actively involved with ongoing projects, installing and supporting in house software deployments.

This role would suit someone who is methodical in their problem solving, calm under pressure and able to work to some occasionally tight deadlines. The successful candidate will need to be organised and happy to undertake the necessary admin associated with the role.

About us

We are Vivedia, the UK’s market leader in audio-visual services for ‘once-in-a-lifetime events’ (weddings, funerals, citizenship ceremonies). We don’t simply follow the market; we’re innovators and disruptors. Your work will have a positive impact on thousands of people daily and millions of people each year. We have a head office in Sheffield and a satellite office in London, but our customers are spread across the UK.

We’re not fans of all that corporate jargon you might hear from other businesses. We’re down-to-earth, human, and passionate about putting our customers first (all companies say that, but we do it).

Our friendly team of 170 are our most important customers. We care about having a positive, friendly, and engaging workplace, which is the key to delivering great customer service. People love working here, and we have the independent survey results to prove it - we’re officially one of the ‘Best Companies’ in the UK to work for! It might be because of the flexibility we offer regarding how and where we work, the genuinely fun and supportive environment we’ve built in our dog-friendly offices or the great service we deliver that gives them all such a buzz. We want you to bring your buzz to us too.

This is a business that is doing well, but it goes beyond that; it’s about making sure things go right, first time, every time. This passion is driven from the top down by James, our MD (who hates titles and is simply ‘James’) and the leadership team who ensure that brilliant customer service is at the heart of everything we do. When you meet us, you’ll see what we mean. It’s important that we are the right fit for each other, so we’ll share as much as you want to know about us while we get to know you, too.

Required Experience

• A good understanding of Microsoft Windows Desktop Environment
• Strong networking skills. Understanding setup and networking signal chain. From line, socket, router, switch, PC’s
• Confident with configuring routers, switches and firewallsExperience with VNC, setting up P2P machines and remote support.
• Pi, Linux experience is advantageous, but not essential.
• Expectation to configure software on PC’s remotely; Variety of audio & streaming software.
• Proactive approach to working through issues and problem solving mindset
• Long term strategy planning – Identifying and flagging root cause/end of life equipment that upgrading will lead to long term issue reduction
• A proactive approach to customer relationships
• Naturally great communication skills - able to talk people through low level and more complex hardware fixes. Demonstrate these skills to external customers and internal stakeholders.
• Strong problem solving skills
• A strong understanding of hardware components
• Excellent AV knowledge. Setup, maintenance, lifecycle etc Excellent understanding of AV signal chain. From camera to PC and everything in between.
• Ability to write good, cohesive knowledge documentation and sanity check others. Offering helpful, constructive feedback, where necessary
• Work well under pressure, be sensitive to the needs of customers

Key Responsibilities

• You will be providing 2nd line technical support, remotely, to our customers – With some scope for ad hoc site visits, where your skillset is required.
• Be the point of escalation for the 1st line team. Offering insight and training where necessary
• Be the point of contact for our customers
• Working from and thoroughly updating, in real time the CRM system - Salesforce
• Providing assistance to identify and resolve service incidents and root cause analysis
• Liaising with 3rd line times to work through more complex issues/fixes; Connectivity, Dev, Engineering etc
• You’ll provide excellent customer service, and build lasting working relationships
• Attending meetings and workshops around issues, upgrades & suggestions for continual improvements.

We offer a range of benefits including....

Competitive Salary

Hybrid/Remote Work Options

Flexible Working Hours

Career Growth Opportunities

Learning & Development

Generous Paid Time Off

Parental Leave

Tech & Equipment Provided

Free Tea, Coffee & Fruit

Company Events & Team Building