ISDM Solutions
Tier 2 Support Technician
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The Tier 2 Support Technician
The Tier 2 Support Technician will join ISDM's Global Technical Operations Team, reporting to the Service Desk Manager. The purpose of the role is to provide technical support and break-fix services to our managed service customers across the UK, Ireland, Europe and the USA.
Working as part of a collaborative support team, you will be responsible for diagnosing and resolving a wide range of Audio Visual (AV) and Video Conferencing (VC) issues, both remotely and on customer sites. You will manage support cases from initial logging through to resolution, ensuring customers receive a high standard of service while maintaining accurate documentation throughout. The successful candidate will play an important role in delivering exceptional customer service, supporting preventative maintenance activities, and contributing to the continuous improvement of ISDM's managed service offering.
Day to Day
- Provide technical support to customers via telephone, email, webchat, video calls, remote desktop tools and customer site visits.
- Manage AV and VC support cases from initial logging through to resolution, ensuring customers are kept informed throughout.
- Accurately log and maintain support tickets within Zendesk, ensuring all actions, updates and next steps are fully documented.
- Carry out remote and on-site fault diagnosis, identifying appropriate resolutions and progressing cases through to completion.
- Escalate tickets to senior engineers or Service Desk Manager where appropriate, particularly where service levels are at risk.
- Provide ongoing training and support to Tier 1 Support Technicians.
- Attend technical solution handover meetings and complete onboarding activities required as part of managed service contracts.
- Complete scheduled preventative maintenance visits, morning room checks and monitoring of priority customer spaces.
- Arrange third-party technical support where issues cannot be resolved internally.
- Ensure effective communication and handover of any outstanding work at the end of each working day.
- Participate in internal technical meetings to discuss support cases and ongoing service improvements.
- Communicate professionally with customers, suppliers and colleagues at all times.
- Maintain service documentation and contribute ideas to improve departmental performance and the overall customer experience.
- Take ownership of high-priority or escalated support tickets and assist in resolving customer issues or complaints.
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About You
- Experience providing technical support within an AV, VC or IT support environment.
- Confident troubleshooting technical faults across a variety of AV and collaboration technologies.
- Strong analytical and problem-solving skills with excellent attention to detail.
- Able to prioritise workload and manage multiple support cases simultaneously.
- Excellent verbal and written communication skills with a strong customer-focused approach.
- Comfortable working both independently and as part of a wider technical support team.
- Proficient in Microsoft Office applications including Outlook, Word and Excel.
- Able to understand technical drawings, cable schematics and solution specifications.
- A full UK driving licence is desirable (this can be discussed if not currently held).
- Willing to travel to customer sites where required.
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Technical Knowledge
Experience supporting or troubleshooting technologies such as:
- Solid understanding of AV fundamentals.
- Collaboration spaces, conference rooms, auditoriums and theatre AV systems.
- Video Conferencing systems including Poly, Neat, Crestron, Cisco and Yealink.
- Microsoft Teams Room and Zoom Room solutions.
- Crestron, QSC and Extron control systems.
- Audio DSP systems and related audio hardware.
- Audio Visual signal distribution and integrated meeting room technologies.
What Would Make You Stand Out
The ideal candidate may also have:
- A strong background supporting managed AV and VC services.
- Experience using IT Service Management (ITSM) or ticketing platforms such as Zendesk, ServiceNow, Remedy or similar.
- Good knowledge of Microsoft Teams and Microsoft Teams Rooms.
- Experience working within service level agreements (SLAs) and customer support environments.
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