Senior AV Technician

Responsibilities

• Acting as a technical resource and point of escalation when troubleshooting issues.
• Respond to and manage client escalations effectively by maintaining efficient communication between all relevant stakeholders.
• Daily room checks undertaken at the start/end of the day, such checks will take into consideration room criticality and any known hardware issues etc.
• Completing paperwork for each job attended.
• Communicate identified faults in a clear and detailed manner to our helpdesk colleagues and, where appropriate, to client stakeholders.
• Explain faults to the client in a way they can understand, convey the issue and what will be done to fix the problem within the agreed SLA.
• Fault finding of audio visual and video conferencing systems to a high level, under pressure.
• Maintaining site surveys and asset registers.
• Running AV events, including pre-event testing of audio, wireless microphone battery levels etc.
• Primary contact for event coordination.
• Liaising with clients for large events to understand their requirements.
• Attend pre-production meetings required for any scheduled special events.
• Primary support to operate global production events.
• Own the event experiences for the meeting host and attendees.
• Assist management of high-profile events and become a trusted advisor.
• Escalate any operational issues to the appropriate level of support and make suggestions for improvements.
• Produce event reports which highlights the use of space.
• Video/audio conference set-up and support. Best efforts should be made to ensure all suites are connected on time and receiving/transmitting good audio/video.
• Site certification of all new and relocated video conference systems.
• Carry out video conference software updates.
• Assist with support for video/audio conferencing problems. Investigate faults and recommend further actions to rectify.

Requirements

• A good understanding of computer software and hardware systems.
• Knowledge of collaboration platforms such as Polycom, Microsoft Teams, Zoom, Google
• Ability to operate Videoconference hardware (Microsoft Teams, Webex, Poly, Logi, etc) and to troubleshoot any potential issues relating to audio feedback, no video etc.
• Proficiency with Microsoft Teams, UC PCs, Polycom, Logitech, and Crestron Flex VC solutions, Biamp Tesira, Q-SYS, and Extron.
• Experienced delivering support services to large corporate customers.
• Manual handling tasks will be required when necessary for moving equipment.
• Excellent people skills.
• Ability to impart knowledge to those less skilled.
• Excellent verbal and written communication skills.
• Excellent organizational and time management skills. The nature of this role involves last-minute requests and as such, flexibility is a key attribute.
• Maturity, especially when under pressure and being able to maintain excellence in Customer Service with clients of all seniority levels.
• Adaptability to work in unfamiliar surroundings.
• Ability to work well as part of a small team or independently.
• Passionate customer service attitude and proven customer service skills.
• Extensive experience in working in a pressured operational environment.
• Professional in appearance and attitude.
• Willing to undertake security screening (BPSS & SC)

Nice to have

• Avixa CTS preferred, Microsoft Certification desirable.
• AV install experience is preferable

Benefits

• Salary of £42,000 - £44,000 depending on experience, plus bonuns
• Comprehensive company benefits package
• Opportunity to work within a prestigious, high-profile environment
• Genuine opportunities for professional growth and career development