Technical Support Engineer
Christie Lites, United States

JOB PURPOSE

Provides Internal and External Support.

RESPONSIBILITIES

1. Provides Internal Technical Support

2. Provides External Technical Support

3. Joins the Support Phone Rota

4. Assists with Repair Administration

1. Provides Internal Technical Support by:

• Responding to internal technical enquiries promptly via messaging, phone, and the support ticketing system.
• Logging all enquiries in the support ticketing system
• Using internal and manufacturer documentation and hands on research to answer questions raised.
• Escalating cases to Equipment Specification Engineers where needed.

2. Provides External Technical Support by:

• Responding to support enquiries promptly via messaging, phone, and the support ticketing system.
• Logging all enquiries in the support ticketing system
• Assisting the customer so they can either fix the unit on site or start the equipment swap process.
• Escalating cases to Equipment Specification Engineers where needed.

3. Joins the Support Phone Rota

• Answering the support phone if it rings during office hours.
• Answering the support phone if it rings outside office hours on a rota.
• Logging all calls in the support ticketing system.

4. Assists with Repair Administration

• Responding to new part add requests promptly, ensuring they are clear and forwarding to purchasing when ready.
• Carrying out other tasks as required.

Personal Attributes

• Passion for technical support and problem solving.
• Established business to business technical support experience.
• Experience troubleshooting and repairing electric and/or mechanical equipment.
• Proven analytical and problem-solving skills.
• Excellent written and verbal communication skills. (English)

Professional Attributes

• Experience working with stage lighting equipment.
• Confident user of MS Windows based applications including Office, Excel and Word.

Job Rewards and Benefits