About the role
Looking for somewhere more interesting than another generic helpdesk? Join the team behind the largest smart home and luxury cinema showroom in the country.
We're hiring a 1st and 2nd line support engineer to run technical support from our Nottingham office. You'll be the person who picks up the issue, diagnoses it remotely, fixes what can be fixed from the desk, and only sends an engineer to site when it's genuinely needed. UniFi experience is a strong plus. Control4 is desirable, but if you don't have it, we'll train you.
Requirements
You'll handle both first and second line support for our high-end residential clients across networking, AV and smart home control systems.
First line
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First point of contact for support by phone, email and ticket
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Logging, triaging and owning tickets through to resolution
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Resolving everyday issues remotely: connectivity drops, reboots, access and account issues
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Escalating quickly and cleanly when needed
Second line
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Deeper remote diagnostics across networks, AV and control systems
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Working in the UniFi controller: VLANs, switching, access points, Wi-Fi troubleshooting
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Using remote management tools (OvrC and similar) to diagnose systems from the desk
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Remote diagnostics and recovery on Control4 (full training provided)
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Clean handovers to engineers when a site visit is unavoidable
Bench and config
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Staging and pre-configuring network kit, controllers and AV components before they go to site
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Supporting the engineers with rack and panel prep and basic programming
What we're looking for
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Experience in IT support, technical support, service desk or helpdesk (1st and/or 2nd line)
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Solid networking fundamentals: switching, VLANs, Wi-Fi, IP basics
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UniFi / Ubiquiti experience is a strong plus
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Control4, Lutron or AV experience is desirable but not essential (we'll train you)
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A calm, genuinely helpful manner with clients
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Organised, able to own a busy ticket queue without dropping any
What we offer
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Salary of £26,000 to £34,000 depending on experience
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Industry-leading training as CEDIA members, with a clear pathway into Control4, Lutron and AV certification
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A permanent, employed role (we don't subcontract our core team) in a growing business
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Genuine progression into senior support, engineering or a service team lead role
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Based at The Substation: five cinema rooms, a Dolby Atmos flagship cinema, golf and race simulators, a rooftop bar
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On-site parking, company pension, staff discounts
We read every application and reply to every serious candidate personally.