Current Vacancies

Technical Support Engineer

Job Description

Job Title: Technical Support Engineer
Reporting to: Managing Director


Overview

Working within our team offering 1st line technical support to a customer network of AV Integrators and Custom Installers. Products categories include: control system, lighting control, audio/video switching and networking.


Key Responsibilities

• Technical Support
o Take in-coming support calls from customers in the UK and across Europe
o Apply troubleshooting techniques with customers facing issues
o Remote desktop support with customers where required
o Provide Technical advice to customers searching for solutions
o Ensure we provide the best possible support service
o Escalate issues to vendors where necessary
o Document common issues for support desk knowledgebase
o Replace faulty products following our ‘Advanced Replacement’ procedure
o Arrange repairs in-house or with vendors
o Test new software, products and solutions
o Register new Return Merchandise Authorisations for customers
o Apply for Return Merchandise Authorisations with vendors

• CRM Software Administration
o Find, check or update customer details
o Keep returns record up to date for support, logistics and accounts departments
o Handle pricing and stock level enquiries for customers
o Add Sales Orders for replacement products
o Arrange local and international shipping


Essential Skills:

• Experience providing 1st line technical support
• Experience with a networking product range or Home Automation control system
• IT or AV qualifications
• Great communication skills
• Work within a small team
• Must have own car


Non essential skills but great to have:

• Knowledge and experience of SAP
• Advanced knowledge of AV product technical specifications
• Ability to use programming languages to solve problems
• Experience with Photoshop for user interface development
• AV Rack building
• XML Editing


Behavioural

• Ensure that you behave in a professional and respectful manner on all occasions
• Dress appropriately for your position (as per dress code)

Closing Date: 30th November 2019

The Company:
RGB is a technical, audio visual (AV) distributor, representing a select group of well-known manufacturers, many exclusively. We distribute our products to AV dealers/installers, Rental & Staging companies and Residential Custom installers throughout the UK< Eire & Europe and have done so since 1991.

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