Service Support Representative (Technical)

07 Apr 2021
05 May 2021
Contract Type
Full Time
Driven by our purpose of making life simpler through access to better technology, Hutchison Technologies has a global reputation as a leading provider of technology, AV and feature effect lighting, datacom, telecom, access control, smart energy and pharma products and services.

We work with leading brands within Leisure and Wellbeing, Experience Centres, Education and Commercial sectors within UK and Europe, delivering products, services and solutions. We are proud to be recognised as an award-winning provider of AV and Lighting Solutions to the Leisure and Wellbeing Industry.

As Service Support Representative (Technical) your role within the Service & Support team will coordinate excellent customer service coordinating the prompt resolution of customer support requests, incidents or tickets. Supporting a Remote and first fix culture. Confident in your technical understanding you will escalate tickets, when appropriate, to the next level of technical support to ensure timely resolution.

With a high level of attention to detail you will log calls, keep customers fully informed, maintain service desk data and customer portals, undertake remote system fault finding and analysis. Manage routine software updates and roll-outs.

A keen learner you will be an active participate in training sessions and share knowledge with your team members via the maintenance and updating of the knowledge base. You will also support your own learning as well as the Technical Lead by identifying the need for, creating and implementing technical documentation and user guides as required.

As a small team, we ask you to take your share of the customer calls and emails on a rotational shift pattern. These are based over three (40 hour) shift patterns between the hours of 07:00 and 19:00 Monday - Friday and will include a one in four "on call" week: Monday to Friday 19:00 - 22:00; Saturday & Sunday 07:00 - 22:00

Who are we looking for? You will hold a Degree (or Higher qualification with equivalent experience) within IT or Audio Visual and will be experienced with commercial audio and visual systems, IP telecoms and data networks. You will have previous experience within a customer service/helpdesk environment and be a positive, effective and clear communicator, a strong team player with a determination to deliver prompt customer support resolution.

You will be comfortable within a fast-paced environment. Analytical and methodical you have a calm and approachable manner that encourages creative team problem solving.

Experience or awareness of the below would be advantageous

* Multiple technology systems

* Digital software systems

* Access control systems

* Fault-finding commercial Audio, Visual & Feature Effect Lighting Systems

* Programming language (e.g. Javascript, C# /

* Remote support using Teamviewer (or similar)

* PC (Windows) Networking, checking/setting IP addresses, subnet, gateway

* Creation of simple technical schematics for inclusion in Knowledge base.

The offer:

A full time, permanent role within a friendly, collaborative team, who value putting people (our colleagues, clients and end-users) first; honesty, curiosity, empowerment and leadership are core to our team working style.

A competitive salary, pension, a generous 32-days holiday entitlement