Service Desk Technician

at  Kinly

Role: Service Desk Technician
Contract Type: Permanent
Location: Livingston
Working Hours: 37.5 hours per week, Monday – Friday, involve working between the hours of 08:00-18:00 (or similar) on a Rota basis.
Kinly are hiring for our Technical Service Desk Team to provide support to our corporate, retail and government clients. You will require a keen interest in the Audio-Visual industry and a technical skillset Kinly can build on. Part of the role will be to qualify faults, carry out remote support via phone, remote access and assist the team to decide the best action to progress and resolve the issue.

ABOUT THE CANDIDATE CORE SKILLS

• Positive attitude.
• Proven excellent customer service skills.
• Able to be self-motived and work under pressure, often to deadlines.
• Keen and willing to learn new skills.
• Excellent communication skills
• Problem Solver.
• Previous experience of corporate Audio-Visual systems at a technical level.
• Attention to detail.
• Ability to multi-task
• Proven experience in being able to prioritise.

DESIRABLE TECHNICAL SKILLS

• Ability to read and understand Audio Visual system schematics.
• Be knowledgeable in both digital and analogue audio/video signals. For example, HDMI, Display Port, Component and Composite. Also, the differences with Balanced and Unbalanced audio signal and their associated wiring along network audio systems like Dante and AVB.
• Strong knowledge of control system fault finding.
• Experience of control system programming from leading manufacturers is preferred. Ability to debug control system programs using manufacturer software applications.
• Configuration and fault finding of Digital Sound Processors such as Q-Sys, Biamp and ClearOne.
• Support of IPTV systems and Digital Signage systems from OneLan, Tripleplay, Exterity and MediaStar.
• Experience with Unified Comms and Video Conferencing systems such as Pexip, Cisco, Polycom, Microsoft and Zoom.
• Good working understanding of IT and Networking

IF YOU ARE SELECTED FOR INTERVIEW, AND NEED ANY REASONABLE ADJUSTMENTS MADE FOR YOUR INTERVIEW, PLEASE LET THE TALENT ACQUISITION TEAM KNOW, AT THE POINT OF SCHEDULING

If you do require details of the vacancy or the application process in an alternative format, please email jobs@kinly.com outlining your requirements.

• The first point of call when an incident is raised.
• Logging faults on our service platforms.
• Proactive response to colleagues and clients.
• Categorise requests so that they can be progressed in the correct manner.
• Understand the contractual and service level agreements (SLA) of individual clients.
• Explain faults and diagnostics to the client in a way they can understand, and what Kinly can do to resolve the fault.
• Manage client expectations.
• Use your technical ability to resolve faults with the client.
• Identify when a fault requires escalating to 2nd, 3rd Line or a Field Service Engineer.
• Communicate identified faults effectively to our service desk colleagues.
• Obtaining required technical information to support the qualification and remediation of the fault where possible.
• Document and update all diagnostics and technical support carried out on any given fault/issue onto the ticketing system.
• Where applicable liaise with manufacturers or distributor support channels to help resolve faults.
• Support other engineering teams as and when required.
• Assist in the creation of knowledge Base articles to support workflow optimisation and knowledge share.
• Assist with training of members to up skill the team.
• Offer support and guidance to fellow support desk technicians.
• Deal with and resolve technical issues to the best of your ability.