Pyramid Consulting, Inc
Audio Visual Specialist
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Job Title: Desktop Support Engineer (VIP & AV Support)
Location: Bakerstreet, London - UK
Employment Type: Contract
Job Summary
We are looking for an experienced Desktop Support Engineer to provide 1st and 2nd Line IT Support for end users, including VIP and executive stakeholders. The ideal candidate will have strong hands-on experience supporting Windows environments, Microsoft 365, Intune, Active Directory, SCCM, and ServiceNow, along with Audio/Visual (AV) technologies for meeting rooms and collaboration spaces. Excellent communication and customer service skills are essential, as the role involves working closely with senior business users.
Key Responsibilities
- Provide 1st and 2nd Line desktop support for Windows laptops, desktops, and peripherals.
- Deliver white-glove IT support to VIPs and executive users.
- Troubleshoot hardware, software, operating system, and application issues.
- Administer and support Microsoft 365 (Outlook, Teams, OneDrive, Office Apps).
- Manage devices using Microsoft Intune and SCCM (Microsoft Endpoint Configuration Manager).
- Perform user administration in Active Directory/Azure AD (Entra ID).
- Log, track, and resolve incidents using ServiceNow, ensuring SLA compliance.
- Configure and troubleshoot VPN connectivity and remote access issues.
- Install, configure, and maintain desktop hardware, printers, and mobile devices.
- Provide AV support for conference rooms and meeting spaces, including Microsoft Teams Rooms, Crestron, Extron, and PolyLens.
- Coordinate with vendors for hardware replacements, upgrades, and AV maintenance.
- Escalate complex issues to appropriate support teams when required.
- Maintain accurate technical documentation and knowledge base articles.
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Required Skills
- Strong experience in 1st & 2nd Line IT/Desktop Support.
- Hands-on experience with Microsoft 365 Administration (Outlook, Teams, Intune, Azure AD).
- Experience with Microsoft Intune and SCCM/MECM.
- Strong knowledge of Active Directory and user account management.
- Experience using ServiceNow or similar ITSM ticketing tools.
- Excellent knowledge of Windows 10/11 administration and troubleshooting.
- Experience supporting Audio/Visual (AV) technologies, including Teams Rooms, Crestron, Extron, and PolyLens.
- Experience troubleshooting VPN and remote connectivity issues.
- Strong hardware and software troubleshooting skills.
- Excellent communication, interpersonal, and customer service skills.
- Experience supporting VIP/Executive users is highly preferred.
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Preferred Skills
- Experience supporting Windows and macOS environments.
- Knowledge of Azure AD/Entra ID administration.
- Understanding of ITIL processes and incident management.
- Experience working in SLA-driven enterprise support environments.
Key Skills
- Desktop Support (Hardware & Software)
- 1st & 2nd Line IT Support
- Microsoft 365 (O365)
- Microsoft Intune
- Active Directory / Azure AD (Entra ID)
- SCCM / Microsoft Endpoint Configuration Manager (MECM)
- ServiceNow
- Windows 10/11
- Windows & macOS Support
- Microsoft Teams
- Teams Rooms
- Crestron
- Extron
- PolyLens
- Audio/Visual (AV) Support
- VPN Troubleshooting
- Incident & Problem Management
- VIP Support
- Hardware & Software Troubleshooting
- Excellent Communication & Customer Service
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