Global Service Desk proActiV Engineer
proAV Limited
Date: 12 hours ago
City: Egham
Contract type: Part time
About The Role
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 proActiV Engineer to be a key part of our Egham team, representing proAV and working onsite at, taking full responsibility for providing support to our customers by reacting to alerts from AV monitoring systems to give early response to issues and resolve where possible.
The proActiV engineers will handle the incoming alerts from enterprise AV monitoring platforms. Validating the alert notifications, entering alerts into the Dynamics CRM queue as activities, performing first touch diagnostics and remediation steps and escalating issues where needed to create service cases.
This is an exciting opportunity for an exceptional, experienced Global Service Desk proActiV 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
A degree of experience in the following product areas is beneficial:
40 hours per week, 9 hours a day on a rotational shift basis between 7am-7pm, including an hour unpaid break, Monday-Friday.
About You
About Us
proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.
From reviewing technology to integration to post-deployment support, you’re in safe hands when you trust your AV and UC to proAV.
We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.
From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business-critical AV systems architecture, products and technologies 24/7/365.
Equality, Diversity & Inclusion
proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply.
Apply
Share
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 proActiV Engineer to be a key part of our Egham team, representing proAV and working onsite at, taking full responsibility for providing support to our customers by reacting to alerts from AV monitoring systems to give early response to issues and resolve where possible.
The proActiV engineers will handle the incoming alerts from enterprise AV monitoring platforms. Validating the alert notifications, entering alerts into the Dynamics CRM queue as activities, performing first touch diagnostics and remediation steps and escalating issues where needed to create service cases.
This is an exciting opportunity for an exceptional, experienced Global Service Desk proActiV 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
- Response to alerts received by email.
- Response to alerts via the proActiV Dashboard tools.
- Use of the tools within the proActiV portfolio of platforms to validate the alert state.
- Escalation of validated alerts into the assigned Dynamics CRM activity queue.
- Use the tools within the proActiV suite to triage and diagnose the issue and provide concise notes within the Dynamics CRM work task.
- Where possible take actions to resolve the issue at first intervention.
- Where a pattern of alerts indicates a dependant service fault (network or power) notify the relevant stakeholders within the customer organisation.
- Where an issue cannot be resolved at first intervention action escalation of the issue to a Dynamics CRM service case.
- Administer device changes within the proActiV platforms to add, remove or change an on boarded device where needed.
- Support management requests to support other Technical Desk tasks as required.
- A flexible approach to work.
- Attention to detail.
- Responsible and accountable.
- Excellent Administration and organisational skills.
- Commercially sensitive.
- IT and AV technology Literate.
- Problem solving mentality.
- Good email and communication skills.
- A proactive “can do” approach to delivering support services.
- Ability for concise and accurate note taking.
A degree of experience in the following product areas is beneficial:
- Remote Management tools (Fusion/RMS/NableRMM/XioCloud/Utelogy /PolyLens).
- Microsoft Dynamics 365 CRM.
- PC/Windows OS Literate (windows server and IoT).
- Network Fundamentals.
- Comprehension of Schematics.
- Video Fundamentals.
- Audio Fundamentals.
- Microsoft Dynamics CRM experience.
40 hours per week, 9 hours a day on a rotational shift basis between 7am-7pm, including an hour unpaid break, Monday-Friday.
About You
About Us
proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.
From reviewing technology to integration to post-deployment support, you’re in safe hands when you trust your AV and UC to proAV.
We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.
From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business-critical AV systems architecture, products and technologies 24/7/365.
Equality, Diversity & Inclusion
proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply.
Apply
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