Tier 2 AV Support Technician

Salary: circa 35,000 per annum + benefits
Working Pattern: Hybrid / Customer Sites / Halifax Office

Your New Role
We are working with a specialist provider of managed AV and Video Conferencing services, who are looking to add a Tier 2 AV Support Technician to their team.

This is a great opportunity for an experienced AV or VC support professional who enjoys troubleshooting technical issues, working directly with customers and getting hands-on with a wide range of AV and collaboration technologies.

The role offers a hybrid working pattern, with typically 2 to 3 days per week working from home and the remaining days split between customer sites and the Halifax office. The role is predominantly customer-facing, with regular visits to customer sites, primarily across London and the wider UK.

Your Responsibilities
Providing technical support via telephone, email, webchat, video calls, remote access tools and customer site visits
Diagnosing and resolving AV and Video Conferencing faults
Managing support tickets through to resolution and maintaining accurate documentation
Troubleshooting collaboration spaces, meeting rooms, auditoriums and theatre AV systems
Supporting technologies including Poly, Neat, Crestron, Cisco, Yealink, QSC and Extron
Troubleshooting Microsoft Teams Rooms and Zoom Room environments
Working with AV signal distribution, control systems, audio DSP and integrated meeting room technologies
Escalating complex issues to senior engineers or the Service Desk Manager where appropriate
Supporting and providing guidance to Tier 1 Support Technicians
Carrying out preventative maintenance visits and morning room checks
Attending technical handovers and supporting the onboarding of new managed service customers
Arranging third-party technical support where required
Taking ownership of high-priority and escalated support cases
Maintaining service documentation and contributing to improvements across the support function

About You
We're looking for someone with a genuine AV background who is comfortable working in a technical support environment.

You may currently be working as an AV Support Engineer, AV Engineer, AV Service Engineer, Video Conferencing Engineer, Collaboration Engineer or similar, ideally with experience supporting managed service customers.

You'll Need
Previous experience providing technical support within an AV, VC or IT environment
Strong AV fundamentals and confident fault-finding abilities
Experience supporting Video Conferencing and collaboration technologies
Good knowledge of technologies such as Crestron, Extron, QSC, Poly, Neat, Yealink or Cisco
Experience with Microsoft Teams Rooms and/or Zoom Rooms would be advantageous
Strong analytical and problem-solving skills
Excellent communication and customer service skills
The ability to manage multiple support cases and prioritise effectively
Good Microsoft Office skills
The ability to understand technical drawings, cable schematics and solution specifications
A willingness to travel to customer sites when required
A full UK driving licence would be desirable

Candidates based in Nottingham, Sheffield or within reasonable commuting distance of Halifax are particularly well placed for the role, although candidates further south may also be considered where the travel and office requirements work.

If you're an AV professional who enjoys fault-finding, customer support and working across a broad range of AV and VC technologies, this could be a great next step.