• Take ownership of technical issues escalated by the Managed Services Desk following initial triage, providing remote support directly to customers and end users by phone, email or video call.
• Work with the Managed Services Desk to prioritise escalated tickets and arrange planned or reactive on-site visits within the applicable customer SLA.
• Troubleshoot AV, video-conferencing, control, audio and network-related issues through to diagnosis and resolution, escalating appropriately where specialist support is required.
• Perform planned maintenance and reactive service visits, providing clear technical advice and progress updates directly to customers and end users.
• Liaise with suppliers and manufacturers to diagnose faults, obtain technical assistance and manage replacement or RMA processes.
• Keep service tickets and technical records accurate and up to date, providing the Managed Services Desk with the information required to manage customer communications, SLA performance and ongoing support agreements.

Support and Service Responsibilities

• Commission and quality-assure audio-visual and video-conferencing installations to an excellent standard, confirming that systems perform in line with the approved design and customer requirements.
• Configure, programme, test and fine-tune audio, video, USB, control and communications systems to ensure reliable operation and optimum performance.
• Carry out formal quality assurance checks, identify installation or programming snags and work closely with installation engineers and project managers to ensure they are resolved.
• Take responsibility for fault-finding and technical resolution during the commissioning phase, including escalation to manufacturers or specialist third parties where necessary.
• Advise and assist installation teams with pre-commissioning activities such as cable terminations, rack-build checks, signal-path verification and equipment preparation.
• Undertake off-site configuration, programming, equipment preparation and system testing before deployment.
• Develop and modify control system programmes for standard applications. Collaborate with internal or external specialist programmers on complex projects and use software tools to identify and resolve programming snags.
• Work with programmers, project managers and, where appropriate, customers to establish and communicate the control-system brief and intended user experience.
• Deliver system demonstrations, end-user training and formal handover activities.
• Produce and maintain system configuration records, commissioning documentation, schematics, cable schedules, O&M information and accurate as-built technical documents.
• Support the development of junior audio-visual engineers and provide feedback to the systems design and project teams regarding products, technical risks, opportunities for improvement and lessons learned.

What You'll Bring

• At least 5 years' experience in professional AV and video-conferencing installation, commissioning, service or technical support, or equivalent demonstrable capability.
• Strong fault-finding ability and a methodical approach to diagnosing professional AV and video-conferencing systems.
• A practical understanding of signal flow, balanced and unbalanced audio, display systems, video distribution, USB connectivity and complex audio systems.
• The ability to create and modify control system programmes from scratch for standard AV applications.
• A good understanding of IP networking and network-connected AV equipment, including TCP/IP, VLANs, PoE, multicast and general network troubleshooting.
• A demonstrable record of reliability and ownership, with the ability to manage your workload, prioritise competing requirements and communicate proactively.
• Strong written and verbal communication skills, with the confidence to work directly with customers, colleagues, suppliers and manufacturers; plus competence with Windows, Mac OS, Microsoft Office and common manufacturer configuration software.
• A genuine interest in developing your knowledge as AV and workplace technology evolves.
• A full UK driving licence and the right to live and work in the UK.

Relevant Technology Experience

Experience with some of the following would be advantageous. You do not need to have worked with every platform, and training will be available where appropriate.

• Microsoft Teams Rooms and Zoom.
• Q-SYS, Yamaha and Biamp DSP platforms, Dante audio networking and professional audio commissioning.
• AV-over-IP, managed network switches and Kramer, Crestron, Q-SYS Control or similar control platforms.

What's in It for You?

• Salary and bonus: Competitive salary circa £40,000, depending on experience, plus an annual bonus scheme.
• Benefits: Private healthcare, workplace pension and death-in-service cover.
• Company vehicle: A company vehicle is available for business travel.
• Working pattern: Typical hours are 9:00am to 5:30pm, with occasional flexibility for customer or project requirements.
• Travel and additional work: Occasional overnight stays, weekend work or European travel may be required.
• Approved additional work and expenses are paid in accordance with company policy.
• Development: Manufacturer training and opportunities to specialise and progress across Ten Technology Group and the wider Kubus Group.

Apply

Submit your CV with a brief introduction outlining your AV support, service, commissioning and control-programming experience. We are particularly interested in engineers who take ownership, communicate clearly and take pride in delivering systems that work properly.