Astreya
Audiovisual Engineer
London
£55k – £75k/yr
Posted about 21 hours ago
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Job Role
This is an on-site role in the Fleet Street region of London EC4.
Job Role
- Based on site 5 days a week
Responsibilities
- Manage and update assigned incidents and service requests within the IT Service Management (ITSM) platform.
- Maintain regular communication with end users and stakeholders regarding incident status, progress, and resolution updates.
- Perform daily reviews of open incidents assigned to the support queue and take appropriate actions to drive timely resolution.
- Ensure adherence to ticket management processes, documentation standards, and service-level commitments.
Zoom Platform Administration and Support
- Monitor and administer Zoom Room environments.
- Navigate and utilize Zoom administrative dashboards for operational support.
- Verify Zoom Room online and offline status.
- Manage room lifecycle activities including placing rooms into maintenance or construction mode and returning rooms to active service status.
- Support Zoom Room activation and activation code management.
- Utilize Zoom Room web controller functionality for troubleshooting and operational support.
Remote Diagnostics and Troubleshooting
- Perform Level 2 troubleshooting for Audio Visual and Zoom Room related incidents.
- Conduct remote diagnostics and issue analysis using approved management and support tools.
- Utilize ScreenMeet and other remote support tools to:
- Reboot room systems and endpoints.
- Clear system notifications and pop-up messages.
- Validate service health and operational readiness.
- Assist in identifying root causes and implementing corrective actions for recurring AV incidents.
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Collaboration with Field Services and Support Teams
- Work closely with Level 1 Field Services (L1 FS) teams to troubleshoot and resolve room-related issues.
- Coordinate remote and onsite troubleshooting activities with field support personnel.
- Conduct testing and validation activities with Field Support Teams following incident resolution, maintenance activities, or system changes.
- Escalate unresolved issues to Level 3 (L3) engineering teams in accordance with established procedures.
Digital Technology and AV Logistics Support
- Provide operational and logistical support for Digital Technology (DT) Audio Visual teams.
- Coordinate equipment-related activities, support requests, and service restoration efforts as required.
- Assist with operational readiness activities associated with conference rooms, collaboration spaces, and AV technologies.
Monitoring and Operational Support
- Monitor the health and operational status of supported AV systems and Zoom Rooms.
- Validate room availability and readiness for scheduled meetings and events.
- Perform routine operational checks and support activities to minimize service disruptions.
Required Qualifications/Skills
- Builds productive internal and external working relationships
- Exercises judgment within defined procedures and practices to determine appropriate action
- Ability to think and work independently
- Strong understanding of wiring and termination skills as well as proper installation techniques of all AV equipment
- Excellent written and oral communication skills and strong customer service skills
- Understanding of reading/understanding architecture, electrical, structural & AV systems drawings
- Ability to work day, evening, or weekend shifts and travel to support a distant event if required
- Must have valid driver’s license and safe driving record
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Preferred Qualifications
- Various certifications
Physical Demand & Work Environment
- Must be able to sit, stand, stoop, and bend for extended periods of time
- Must have dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other office equipment
- Must have the ability to climb ladder, scaffolding, or be transported by lifts
- Must have the ability to drive/operate a vehicle in a safe manner
- Must be able to regularly lift and transport up to 15 pounds, as well as frequently lift and/or transport moderately heavy equipment up to 50 pounds
- Must have the ability to perform office-related tasks which may include prolonged sitting or standing
- Must have the ability to move from place to place within an office environment
- Must be able to use a computer
- Must have the ability to communicate effectively
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Skills
Zoom Platform Administration
AV Troubleshooting
ITSM
Remote Diagnostics
Wiring and Termination
AV Installation
Technical Documentation
Customer Service
Reading Technical Drawings
Incident Management
ScreenMeet
Logistics Support
Location