Role: 1st Line Support Desk Engineer – Audio Visual

Location: Breda (hybrid, with a mix of office and working from home)

Salary: €2,700 – €3,827 (depending on experience) plus benefits

Kinly is a leading integrator of audio-visual and unified communications solutions, serving as a globally trusted technology advisor to leading organizations. For more than 25 years, we've designed, developed, integrated, and supported complex audio-visual solutions, and businesses rely on us to consistently deliver secure and flexible meeting experiences.

As a Support Desk Engineer (1st line) you are part of our international support desk team. You are responsible for providing (technical) support to Kinly customers on the installed audiovisual or video conferencing solutions or the services provided.

In addition, you will be responsible for answering and solving all first-line questions about AV and IT issues. This makes you the 1st line of reporting and contact for our Kinly customers.

The role will allow you to work with diverse teams and clients, gaining valuable international experience, while staying in constant contact with cutting-edge solutions and staying ahead of industry trends.

As a Support Desk Engineer, you are decisive for our commercial success and the satisfaction of our (international) customers. You will have to deal with a variety of projects and challenges at new and existing customers - these include governments, large corporate and educational organizations. In addition, you will be part of a skilled, international and enthusiastic team of innovative and passionate professionals.

Key responsibilities:

·       Answering questions via email, telephone and video

·       Registering and classifying all incidents, changes, problems and questions and determining priorities

·       Monitoring the operational SLA agreements and act accordingly

·       Coordinating incidents with a high priority/impact and taking care of communication with the customer about them

·       As a specialist, you will be solving incidents by consulting the correct procedures, instructions for use and/or documentation

The complex problems for which you cannot find a solution yourself are presented to 2nd line support. Even after that, you monitor the progress and handling of transferred problems and malfunctions.