Location
London
Department
Engineering
Vacancy Type
Permanent
About The Role

An exciting opportunity has arisen for a Subject Matter Expert to join a fast-growing technology company. Kinly is the UK’s leading provider of Audio Visual and Video Conferencing solutions and is expanding rapidly overseas as well as developing a number of market leading innovations. The primary purpose of the role is to provide technical support for the commissioning and ongoing service of systems delivered through the Kinly Streamline suite of services to our Enterprise accounts. This includes working closely with the relevant internal and client teams to ensure system build, commissioning, installation and service/maintenance is performed to the highest standard.

The SME will play a pivotal role between Project Managers, 3rd party installation teams and Solutions architects in the commissioning of systems and will be the primary technical support contact for clients in the support of the delivered systems. This will involve developing online support documentation, working with Kinly’s Streamline Online toolsets and managing global estate information for clients to maintain maximum reliability, serviceability, and efficiency under the Streamline services. The SME will be a key client contact specialising in supporting the client AV estate, understanding internal client processes and maintaining strong operational relationships.

ROLE AND RESPONSIBILITIES

SME Commissioning:

  • To act as the primary commissioning contact, either remotely or onsite, to ensure that systems are installed to our strict commissioning guidelines and policies and within the specified timeframe
  • Working with design CAD Schematics, ensuring systems are installed and working at optimum levels and to client expectations
  • Attending internal handover meetings to gain visibility of Enterprise client projects and provide input into designs and support considerations
  • Complete Site Acceptance Testing (SAT) at client’s site which includes final adjustment of system prior to handover to client
  • Support Project Manager in the successful delivery of all projects
  • Liaise with suppliers and manufacturers to ensure technical knowledge is gained to successfully deliver projects
  • Ensuring asset information is accurately captured at all stages and entered into the Streamline Online tools
  • Feeding into a continuous improvement process for future system and service development.

SME Service and Support:

  • To provide in depth troubleshooting, often remotely and provide user support for any reported service issues
  • Provide user-training to the end client and support teams in the best practice of system use and support scenarios
  • Advanced fault finding & troubleshooting
  • Codec configurations, provisioning systems on VC infrastructure (i.e. TMS), phonebook creation
  • Code uploading to Crestron devices (panel, processor, x-panel, server)
  • Communication with local and global teams to assist in fault resolution
  • Attend regular meetings to improve the service globally
  • Ability to carry out site surveys if required and spot potential problems (surfaces, flooring, cabling)
  • Ability to read and work to schematic drawings
  • Run reports via TMS
  • Assisting the projects department
  • System Development and reporting of client feedback
  • Product research (Cisco/Crestron/Extron/Samsung and various others)
  • Ability to build relationships and work closely with vendors
  • Educating local onsite teams when required
  • Communicating with Video Specialists (Manufacturers, client and Kinly)
  • Maintaining strong relationships and good lines of communication with the global services team
  • Creation of documentation (Troubleshooting guide, user guides)
About The Candidate

RELEVANT EXPERIENCE

Ideally, the candidate will come from an IT/AV customer service support or commissioning background and possess a high level of commitment to solving client issues as soon as possible. Must have a strong technical background within the Audio Visual industry and preferably experience at a corporate site. Must have a professional persona and be able to work well under pressure with a flexible approach to the working day.

  • Customer Services focused to ensure that clients receive a premium service
  • Excellent problem solving and troubleshooting skills
  • Capable of communicating professionally at all levels
  • Excellent organisational skills and the ability to work on multiple projects
  • Ability to understand project schedule and plans
  • Ability to prioritise and work under pressure is essential
  • In-depth understanding of all aspects of AV/VC best practice
  • Excellent technical knowledge of AV & VC equipment from all major brands
  • Crestron Software (Toolbox), Extron Software (PCS), Tesira BiAmp software (advantageous)
  • Plasma/LCD technologies and experience of firmware upgrades/software changes
  • Extron & Kramer DAs and switchers,
  • Projection technologies and fundamentals
  • Good understanding of Voice, Network and Video technologies
  • Fault Logging Systems
  • Good understanding of Microsoft Office including Excel, Word and PowerPoint
  • Good understanding of CAD / Visio
  • Manual handling tasks will be required when necessary for moving equipment

PERSONAL QUALITIES AND BEHAVIOURS

  • Professional and smart appearance
  • A logical and methodical approach to problem solving
  • Enthusiastic and self-motivated with the ability to motivate others
  • Flexible outlook with willingness to cover shifts and work overtime when required
  • Consistent, composed and patient, with aptitude to remain calm under pressure
  • Commitment to customer service with fast and professional fault resolution
  • Responds quickly and positively to the needs and requests from customers with the ability to prioritise workload based on customer requirements
  • Develops innovative approach to improve long term levels of service delivery
  • Willing to travel where required

QUALIFICATIONS

  • Preferred but not essential: Cisco/Tandberg Partner, Cisco CCNA or good Networking Skills
  • Preferably qualified to NVQ level 3/ONC (or equivalent) in a relevant technical discipline
  • Previous practical experience in a corporate AV/VC environment
  • InfoComm CTS certifications would be advantageous
About Kinly:

About Kinly

At Kinly we believe working together is the most exciting thing in the world. In the modern workplace, we enable people to share, discuss, and truly work together with videoconferencing, AV- and Smart technologies. For us, it doesn’t stop with technology, we will be there, every step of the way to help People work smarter, in different places and spaces.

Our ambition is to be the Thought Leader and Market Leader in our targeted verticals and markets. We are already No. 1 in our European, UK, Dutch and Norwegian regions, and now a Global Top 3 company in our industry. From 20 offices around the world our 1,200 employees serve more than 2500 Clients ranging from innovative startups to Fortune 500 companies and Governments, in over 125 countries.

Kinly believes the key to success lies in the skill and passion of our people; Our values, being Passionate Innovators, Reliable Professionals and “In it Together” are all about how we build a culture to make our Brand Promise come true:

Working together.

Everywhere.

 

Company Benefits:

  • Hybrid working environment
  • 23 days holiday plus Bank holidays rising with length of service
  • Health Cash plan with opportunity to include dependants
  • Employee Assistance Programme
  • Stakeholder’s pension scheme
  • Ride to work scheme
  • We provide you with support and access to a range of internal & external training courses including the opportunity to do an apprenticeship
  • We recognise those important occasions in your life, such as work anniversaries, birthdays, stars of the month and becoming a parent

 

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.