Tier 1 Support Technician3 min read

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As a member of our Global Technical Operations Team reporting to the Service Desk Lead, the Tier 1 Support Technician will provide day-to-day break fix engineering services to our managed service customers based in West Yorkshire, Halifax.



  • Provide technical support; answering support queries via the telephone, webchat, over VC, using remote desktop tools and attendance at customer sites.
  • Ensure the management of VC and AV cases end to end, communicating with customers and keeping service managers up to date via email and case updates.
  • Ensure all cases are logged on vFire/ASM or Service Now, ensuring that detailed information is inputted, and cases are kept up to date with actions and next steps noted.
  • Carry out onsite/remote triage to assess faults/issues, devising a resolution based on triage and actioning next steps to ensure that the fault/issue is resolved.
  • Ensure that all cases are resolved within their designated SLA, where cases are at risk of breaching, escalate to the Service Desk Lead.
  • Escalate cases to the next level of engineer where appropriate
  • Champion and always demonstrate excellent customer service.
  • Provide support for high-profile customer meetings/conferences that require special AV/VC preparation and dedicated support on site or remotely when required.
  • Attend technical solution Handover Meetings fulfilling tasks that are a requirement of customer contract onboarding (adding/removing/updating assets in RMS/CMDB, Contract Handbook updates ad hoc reporting, raising problems and changes, attendance at CAB meetings)
  • Complete scheduled preventative maintenance visits, morning tests and monitor problematic/high priority rooms.


  • Ensure at the end of each day shift a complete and comprehensive handover is provided to the next team based in the US picking up the continuation of the service ( i.e. follow the sun)
  • When required attend customer and internal meetings to discuss fault cases.
  • Liaise with internal and external stakeholders and distribute relevant communication items within set timescales


  • Contribute to the success of the department and assist in improving the overall customer experience within the team by suggesting and delivering improvements to the service
  • Be an escalation point for the customer working alongside the team to resolve any outstanding issues or complaints and taking ownership of high profile/priority tickets
  • Ensure all service material/documentation is available and maintained at all times


  • Proven technical support at a 1st line break fix engineer level in VC and AV technologies
  • Ability to interpret CAD drawing cable schematics, solution specifications and designs.
  • Experience in troubleshooting technical faults in;
    • Collaboration spaces,  Conference rooms, Auditorium and Theatre A/V systems
    • Cisco Video Conference Systems
    • AMX/Crestron/Extron Systems
    • Biamp DSP systems
    • Amplifiers, mixers, microphones
    • Electronic whiteboards
  • An aptitude for both efficient and accurate working with excellent attention to detail
  • The ability to multi-task whilst prioritising work loads
  • Strong communication skills, both written and face to face and the ability to generate strong and lasting customer relationships
  • Excellent analytical and troubleshooting skills for problem resolution
  • Must have full clean driving license, criminal records and successfully pass a drug test
  • Organizational and time-management skills
  • Microsoft Office proficient(outlook, Excel, power point)
  • Able to read and write basic English and compute basic math functions


  • Strong AV/VC industry background providing ongoing managed services
  • ITIL accreditation
  • Experience in using a SMTool/Ticketing system such as Service Now, Remedy


·     Health Cash Plan after probation

·     People’s Pension enrolment

·     Flexible working

·     “Dress for your day” dress code

·     Annual flu jabs

·     Annual company events

·     Employee referral bonuses

·     Cycle to work scheme

·     Dedicated training budgets

·     Education reimbursement

·     30 days of annual leave, increasing to 33 with years of service.

·     Bank holidays are not mandatory.

·     Optional private medical after 3 years of service

If you have an interest in this position please send through your CV to HR@isdmsolutions.com.

We are committed to equal opportunities regardless of race, colour, sex, sexual orientation, age, disability, gender identity or any other protected characteristic.

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