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Audio Visual L3 Service Engineer at Charterhouse. About us. Charterhouse Group is a UK based, PE backed, value-added reseller providing a wide range of technology solutions across the Unified Communications, Cyber Security, LAN and Microsoft Teams spaces. . Our Values. • Bring your best self – Be honest. Be authentic. Be the best you can be. . • Do the right thing – For you and your team. For the whole team. For the Customer. Always.. • Take responsibility/own it – Do what you say. Find a way. Make it happen. . • Love what you do – Bring Passion to work. Take pride in what you do. Enjoy winning. . A Microsoft Solutions Partner for Modern Work and Security and Microsoft FastTrack Ready Partner – where award-winning excellence meets innovation and end-to-end service. We are specialists dedicated to finding new and better ways of working and help companies stay ahead of the curve by adopting Microsoft’s AI solutions where possible.. Our unique position as a specialist Microsoft partner means we are trusted by customers to deliver value-driven solutions – whether that’s by creating a single seamless communication solution for customers across all Microsoft products and MS ecosystems or through our business-led consulting services.. Role Purpose. As a member of the operational Support Team you will be working with other L3 Engineers to monitor, manage and support our clients Microsoft Teams Rooms and Audio Visual equipment in the clients Meeting Spaces environments for a portfolio of customers. The role requires teamwork to share knowledge within the team. Supporting each other to improve effectiveness and efficiency. Our clients are well known, large to enterprise businesses with a growing number of international offices to support. . The key purpose of the role will be to respond to client requests reactively and proactively identify issues using monitoring alerts both within our Response Service Level (SLA) and resolve them within our Resolution SLA to a high level of customer satisfaction to keep Meeting Spaces available and healthy.. Duties and Responsibilities . The role provides experience working in a team of experts, collaboration with cross functional teams, dedicated weekly self-development time with opportunities for on-site work, and staggered working shift times.. Key Duties and Responsibilities. Provide Incident, Request, Change and Problem Management support directly to our clients Service Desk teams. . Take ownership of client’s incidents and requests, meeting SLA timelines for troubleshooting & resolution. . Reasonable flexibility from time to time to meet the needs of critical incident resolutions and update tasks. . Review monitoring and alerts to identify known errors, what needs suppression, and what needs an incident for investigation and resolution.. Perform root cause analysis (RCA) for high priority Incidents and identified Problems /trends to reduce risk of repeat incidents.. Provide technical input to develop Knowledge Articles, optimise processes and improve resolution time.. Suggest Service Improvements. You will have influence in enhancing how the future of Support Service is delivered. . Manage your own time effectively and efficiently, ensuring expectations are managed and communicated with clients and the internal team. . Proactively keep others informed of your progress and escalate challenges or delays in a timely and professional manner.. Where required, support new technology service/solution acceptance into support. . Build and develop strong relationships between Charterhouse, our partners and our clients.. Be available to provide expert advice, recommendations and guidance on systems and products supported by us to colleagues. . Use Teams Call Quality Dashboard to analyse call quality and reliability to identify improvements that can be made. . As needed operationally, perform remote and onsite software upgrades of supported equipment.. Attend regular incident reviews looking at the status of open tickets with other engineers, regular 1-2-1 meetings with line manager and team and client meetings. . As required operationally, working with our Projects to gain experience with new clients and technologies. Sharing learnt knowledge into the Support Team and bringing Support knowledge into the Project Team to help with alignment and collaboration between teams that will benefit the client, engineers and us.. Occasionally providing planned on-site support for a client, where agreed in advance.. Providing on call duties each month as part of a team rota.. Required Knowledge, Skills and Experience . • Minimum of 2 years’ experience supporting Audio Visual equipment within a Service Operations Support environment. . • Level 3 knowledge in Microsoft Teams Rooms and 2 or more of the following technologies (ideally at a support level):. • Yealink MTR related equipment. • Logitech MTR related equipment. • Lenovo MTR related equipment. • HP / Poly MTR related equipment. • Microsoft Surface Hubs. • Teams Desk phones (Poly, Yealink, Crestron, AudioCodes etc). • Demonstrable competence and capability in a L2- L3 AV support role.. • Experience dealing with external customers delivering to SLAs.. • Capable of prioritising and managing high volume workloads from multiple sources, working to SLAs.. • Must be flexible and occasionally able to work outside of business hours.. • Excellent communication skills, both written and spoken English.. • Professional and positive, self-motivated and self-sufficient.. • Diligent, with great attention to detail. Good at problem solving.. • Ability to cope successfully under pressure and with shifting priorities.. • Excellent collaborator and team player. Able to work on own initiative.. • Assertive, adaptable, and creative.. • Must have the right to work in the UK. Must have or pass Baseline Personal Security Standard (BPSS) to work with the British Government.. • English speaking.. Desired Knowledge, Skills and Experience . Support experience with any of the following technologies:. • Crestron. • QSC. • Shure. • Sony, NEC, Samsung, LG Displays. • Speaker Phones (Audio Conference Rooms). • Room Booking Panels. • Video Walls. • Digital Signage. • Microsoft Teams- Call Quality Dashboard. • ServiceNow. • Asset management systems (equipment /software management tracking). Company Location: United Kingdom.