Jigsaw24
3rd Line AV Support Engineer
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About The Role
We are looking for an experienced 3rd Line AV Support Engineer to join our managed services team. This is a technically demanding role covering three interconnected areas: hands-on remote support for complex corporate AV environments, developing the internal support capability of our wider IT engineering team, and contributing to new software tooling designed to improve how we deliver and oversee AV support services.
You will be expected to attend client sites for system hand-over meetings. You must be comfortable navigating existing code, identifying faults, and making targeted changes independently.
Experience of commissioning audio systems is desirable. Ideally in a live performance, meeting room or hybrid setting. We are looking for someone who understands the practical fundamentals of the audio signal path and can apply this understanding to troubleshooting.
Our IT 1st line support engineers have limited exposure to AV systems, a core part of this role is changing that & building a structured training programme that gives those engineers the knowledge and confidence to handle AV support calls from the point of first contact.
You will have genuine autonomy to build this programme from the ground up. This is a constructive, long-term remit with real scope to shape how AV support is delivered across the business.
We have an internal development team building software tools to strengthen our managed service offering. One workstream is focused on a new AV support platform — a tool designed to give our support team better visibility into the health, status, and behaviour of AV devices across our client estate. We expect this role to:
- Join the working group shaping the requirements and direction of the platform
- Provide a practitioner's perspective on what data, alerts, and diagnostic insights are most useful in a live support environment
- Review and test features as they are developed, providing structured feedback
- Help to define device monitoring priorities, escalation triggers, and reporting needs based on your support experience
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You do not need a software development background for this element of the role. What we need is someone who understands AV support deeply enough to help the development team build the right tool.
Key duties and responsibilities are:
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You will be the primary escalation point for technically complex AV support cases that cannot be resolved at 1st or 2nd line.
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You will handle incidents remotely — via phone, remote access, and diagnostic tools — across a wide range of corporate AV environments.
- Corporate meeting rooms and huddle spaces (video conferencing, AV control, audio systems)
- Event spaces and presentation environments
- IPTV and digital signage networks
- Other corporate AV solutions including room booking, paging, and AV distribution systems
Education, Skills, Knowledge and Experience:
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Programming & Audio Commissioning Capability; This is a critical requirement. You must be able to read, troubleshoot, and where necessary modify control system code to resolve live incidents and support configuration changes. We expect hands-on experience with
- Crestron — SIMPL Windows, SIMPL+, and/or C# (Crestron One)
- Extron — Global Scripter and ControlScript
- AMX — NetLinx Studio
- Cisco — codec configuration, macros, and xAPI scripting
Who Are Jigsaw24
We put people first in a culture that’s reflected throughout our whole business. By respecting each person as an individual, we create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path. All while delivering great customer service, celebrating our diversity, and doing more to minimise our impact on the environment.
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We truly believe our commitment to people, sustainability, and excellence is the driving force behind our success. To find out more about what we do and our passion for the environment, social responsibility, inclusion, and well-being please see here
Benefits At Jigsaw24
You will receive a wide range of benefits working at Jigsaw24 including:
- 26 days holiday
- Health cover including access to GP anytime, annual reimbursements for optical and dental to name a few as well as counselling and wellbeing services
- Cycle2work
- Travel to work loan
- Free on-site parking
- Staff purchase scheme on fantastic Apple products and more
- Unlimited bistro coffee and tea facilities
- Enhanced family-friendly policies
- Pension scheme
- Electric Vehicle scheme
- Life cover
We are always on the lookout for hungry people who want to realise their potential. It’s not just about filling existing vacancies - it’s about what you can achieve. As a business, we never stand still. In fact, we encourage our people to follow their own path and help us improve how we all work. To find out more please visit our “about us” section on our website by clicking here
From our office decor to the range of benefits we have to offer, we try to foster an inspiring, collaborative environment that makes everybody feel welcome. And as we continue to grow, we’re determined to hold true to our values and ever since we started trading, our culture has been based on delivering great customer service and providing solutions based on technical excellence.
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