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Service Technician – London
At CTI, our responsibility to clients extends long after project sign-off. As a Service Technician, you are accountable for maintaining, optimising, and supporting the AV, UC, and digital signage systems we have installed—ensuring they remain reliable, high-performing, and ready to use at all times.
This role combines proactive preventative maintenance with responsive fault resolution. You will perform scheduled system health checks to detect and address issues before they impact performance, while also responding to urgent service calls that require fast, accurate fault-finding. You will work across corporate, government, and retail environments, applying your technical expertise to a wide range of equipment and software platforms.
Your work will protect client uptime, safeguard project quality, and reinforce CTI’s reputation for reliability and technical excellence.
Key Responsibilities
- Planned Preventative Maintenance: Conduct scheduled maintenance visits to check, clean, test, and optimise installed AV, video conferencing, and digital signage systems.
- Fault Prevention: Detect and resolve potential issues before they lead to downtime. Provide detailed feedback on system condition and make recommendations to improve reliability and performance.
- Reactive Service Response: Attend client sites to resolve issues that cannot be fixed remotely. Diagnose faults quickly and implement solutions to restore full operation.
- Technical Fault-Finding: Apply systematic troubleshooting to hardware, software, control systems, and networking, ensuring root causes are identified and resolved.
- Software and Firmware Updates: Apply updates to DSPs, control systems, networked devices, and related software to maintain compatibility, stability, and security.
- Client Communication: Explain issues, solutions, and preventative measures to clients in clear, non-technical language while maintaining their confidence and trust.
- Service Documentation: Complete detailed service reports, capturing work carried out, parts replaced, and recommendations for follow-up.
- Collaboration with Helpdesk: Communicate technical findings to the internal helpdesk and service team to ensure accurate logging and knowledge sharing.
- Proactive System Optimisation: Fine-tune system settings, calibrate audio and video equipment, and verify all elements are working to design specifications.
- Technical Expertise: Have strong working knowledge of commercial AV products and brands, such as Extron, Ross, Crestron, Biamp, and QSC.
- Deliver Engineering Excellence: Take ownership of quality at every stage—ensuring any works we carry out are precise and tested to the highest standard. Excellence isn’t optional; it’s expected.
- Be the Face of CTI: Always maintain professionalism, communicate clearly, and represent CTI in a positive and respectful manner with clients, contractors, and colleagues.
- Document Site Work: Complete all relevant documentation, including serial number records, manual cable schedules, and stock return forms, ensuring full-service traceability.
- Manage Tools & Stock: Monitor service stock levels, cable usage, and tool conditions, coordinating with the management team to address and/or re-stock as required.
- Engage in Toolbox Talks: Attend internal and on-site toolbox talks, contributing to team safety and efficiency discussions.
- Coordinate Product Returns: Work with Project Coordination to manage product returns, van stock levels, and holiday scheduling.
- Report to Management: Provide regular updates to Branch and Service Co-Ordinators regarding site progress and any issues affecting quality or delivery.
- Ensure Quality Control: Inspect installation work against CTI’s Engineering Standards Documentation, making corrections as required to uphold our industry-leading reputation.
- Maintain a Flexible Work Approach: Be adaptable with working hours and site requirements to meet project deadlines without compromising quality.
- Follow CTI’s Quality Standards: Ensure all responsibilities align with CTI’s ISO 9001 quality procedures.
- It’s Not Done Until It’s Done: See service calls through to absolute completion, including sending invoices, returning RMAs to suppliers, completing all sign-off paperwork, and ensuring a full handover to the service department.
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Key Skills & Qualifications
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We value professional growth and encourage our Integration Technicians to pursue ongoing development in the following areas:
- Fault-Finding Expertise: You will be highly skilled in diagnosing and resolving faults across AV hardware, software, control platforms, and network configurations.
- Networking Knowledge: You will have a solid understanding of IT networking principles, including IP addressing, VLANs, and device configuration.
- Technical Versatility: You will be confident working with technologies including Crestron, Q-SYS, Biamp, Extron, Dante, Microsoft Teams Rooms, and other professional AV platforms.
- Customer-Focused Approach: You will understand the importance of professionalism and clear communication in client-facing service work.
- Field-Based Experience: You will be comfortable travelling to customer sites, managing your schedule, and working independently to resolve issues.
- Full UK Driving Licence: Required for this field-based role.
Personal Conduct & Leadership
At CTI, we believe in a culture of professionalism, teamwork, and accountability. Our team should demonstrate:
- Ownership of System Reliability: You will take full responsibility for the continued performance of systems under service agreements, treating uptime as your personal mission.
- Proactive by Nature: You will not wait for systems to fail. You will actively seek out ways to improve performance and prevent future issues.
- Calm Under Pressure: You will perform fault-finding and repairs in live environments with minimal disruption, keeping clients informed at every stage.
- Commitment to Quality: You will complete every task to the highest standard, ensuring systems leave your care in optimal condition.
- Collaborative Spirit: You will work closely with service coordinators, project teams, and engineers to share findings and improve CTI’s service capability.
Dress Code
We maintain a professional yet practical dress code depending on the work environment:
- Construction & Installation Sites: Practical site attire, including CTI-branded polo shirts, site cargo trousers, and provided steel-toe-capped boots.
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