Tier 2 AV Support Technician
Salary: circa £35,000 per annum + benefits
Working Pattern: Hybrid / Customer Sites / Halifax Office
Your New Role
We are working with a specialist provider of managed AV and Video Conferencing services, who are looking to add a Tier 2 AV Support Technician to their team.
This is a great opportunity for an experienced AV or VC support professional who enjoys troubleshooting technical issues, working directly with customers and getting hands-on with a wide range of AV and collaboration technologies.
The role offers a hybrid working pattern, with typically 2 to 3 days per week working from home and the remaining days split between customer sites and the Halifax office. The role is predominantly customer-facing, with regular visits to customer sites, primarily across London and the wider UK.
Your Responsibilities
* Providing technical support via telephone, email, webchat, video calls, remote access tools and customer site visits
* Diagnosing and resolving AV and Video Conferencing faults
* Managing support tickets through to resolution and maintaining accurate documentation
* Troubleshooting collaboration spaces, meeting rooms, auditoriums and theatre AV systems
* Supporting technologies including Poly, Neat, Crestron, Cisco, Yealink, QSC and Extron
* Troubleshooting Microsoft Teams Rooms and Zoom Room environments
* Working with AV signal distribution, control systems, audio DSP and integrated meeting room technologies
* Escalating complex issues to senior engineers or the Service Desk Manager where appropriate
* Supporting and providing guidance to Tier 1 Support Technicians
* Carrying out preventative maintenance visits and morning room checks
* Attending technical handovers and supporting the onboarding of new managed service customers
* Arranging third-party technical support where required
* Taking ownership of high-priority and escalated support cases
* Maintaining service documentation and contributing to improvements across the support function
About You
We're looking for someone with a genuine AV background who is comfortable working in a technical support environment.
You may currently be working as an AV Support Engineer, AV Engineer, AV Service Engineer, Video Conferencing Engineer, Collaboration Engineer or similar, ideally with experience supporting managed service customers.
You'll Need
* Previous experience providing technical support within an AV, VC or IT environment
* Strong AV fundamentals and confident fault-finding abilities
* Experience supporting Video Conferencing and collaboration technologies
* Good knowledge of technologies such as Crestron, Extron, QSC, Poly, Neat, Yealink or Cisco
* Experience with Microsoft Teams Rooms and/or Zoom Rooms would be advantageous
* Strong analytical and problem-solving skills
* Excellent communication and customer service skills
* The ability to manage multiple support cases and prioritise effectively
* Good Microsoft Office skills
* The ability to understand technical drawings, cable schematics and solution specifications
* A willingness to travel to customer sites when required
* A full UK driving licence would be desirable
Candidates based in Nottingham, Sheffield or within reasonable commuting distance of Halifax are particularly well placed for the role, although candidates further south may also be considered where the travel and office requirements work.
If you're an AV professional who enjoys fault-finding, customer support and working across a broad range of AV and VC technologies, this could be a great next step.