This is a hands-on first-line support role for an experienced AV professional who enjoys troubleshooting technical issues, dealing directly with customers and taking ownership of service requests through to resolution or effective escalation.
You’ll act as the first point of contact for customers requiring technical support, providing remote troubleshooting wherever possible and working closely with the wider Service team when an issue requires further technical assistance or an engineer visit.
Key Responsibilities
- Act as the first point of contact for AV service customers
- Take ownership of service tickets from initial contact through to resolution or escalation
- Troubleshoot commercial AV and video conferencing systems remotely
- Carry out structured first-line fault-finding
- Gather accurate technical information before escalating more complex issues
- Keep customers informed throughout the service process
- Coordinate engineer visits where remote resolution isn't possible
- Support the scheduling and coordination of PPM activity
- Assist with onboarding new service customers and ensuring system, asset and SLA information is accurately recorded
- Provide clear technical handovers to engineers and the wider Service team
About You
We're looking for someone with genuine commercial AV help desk, service desk or technical support experience.
You should have:
- At least 3 years' experience in an AV help desk, service desk or technical support environment
- Experience providing customer-facing technical support
- A good understanding of commercial AV and video conferencing systems
- Knowledge of basic AV signal flow and common AV equipment
- A logical and methodical approach to fault-finding
- Experience using ticketing or service management systems
- An understanding of SLAs and working to response and resolution targets
- Good written and verbal communication skills
- The ability to remain calm and professional when dealing with urgent or challenging customer issues
- A full UK driving licence