AV Support Technician

Salary: £36,000 – £54,000 per year

The client is a leading global consulting firm with over 6,500+ professionals based in 65+ locations around the world. The company specializes in providing restructuring & turnaround management, performance improvement and corporate advisory services to companies, investors and stakeholders, across a wide array of industries.

Job Description:

An AV Support Technician with a minimum 2-year professional experience in a VC support role is required to work out of our London office. The AV Support Technician will be working in a wider group of L2 IT Support Technicians to support all users by email, telephone, direct contact and/or remote support tools for IT and AV-related problems.

The AV Support Technician will be an escalation point for AV-related items and provide diagnosis/resolution using our internal incident management system. In addition, the AV Support Technician is responsible for accurately logging calls, understanding and interpreting all AV-related support requests and providing documentation for our internal knowledge base. They will also be assisting the IT L2 Support team to provide technical solutions and recommendations for general IT issues that are raised via the Help Desk ticket system, email and phone calls from the business.

Responsibilities:

• First line support for staff regarding Video conferencing calls/tickets, taking ownership of user problems and being proactive when dealing with user queries.
• Organising and supporting all major meeting events onsite or remotely as required.
• Preventative Maintenance such as daily sweeps of AV equipment (cables, mics, touch panels, displays, etc) ensuring site readiness.
• Integration when setting up and testing Video conferencing equipment.
• Overseeing all audio-visual installations onsite ensuring each client requirement is met.
• Conducting both user and support staff training on VC equipment and best practices.
• Working with the EA’s and office managers with their technical requests and providing solutions.
• Assisting with the collection and delivery of faulty or replaced AV equipment.
• Working with the ITAM team when procuring upgrades and replacements.
• Acting as an escalation point for the L1 and L2 IT Help Desk teams for AV support issues.
• Assist users with Teams/Cisco/Webex-related calls.
• Troubleshoot connectivity issues: audio, screen sharing, SIP.
• Performing analysis, diagnosis, resolution, or escalating reported issues or outages to 3rd parties in a timely manner.
• To log all calls on the ServiceNow ticketing system and liaise with other technicians or IT departments within the company infrastructure as required.
• Assisting the L2 IT Support teams with general IT-related issues and projects as and when required.

Essential Skills and Experience:

• 2 years+ in a similar position.
• Comprehensive knowledge of a range of VC and integrated audio equipment.
• Proven experience working with solutions including Cisco, Polycom, Crestron, Zoom, BlueJeans.
• Background in leading teams in delivering VC or AV solutions.
• Industry or manufacturer certifications are highly advantageous.
• A proven background in providing exceptional customer service and able to handle time-sensitive situations face-to-face and over the phone.
• Previous experience working in IT Support using an incident management/tracking system.
• Experiencing in using and supporting MS Teams, SharePoint and other collaboration / conferencing tools such as Cisco WebEx.
• Experience with Cisco VC hardware such as Cisco Room Kit systems.
• Knowledge in programming and autonomous methods.
• Being an all-round team player, people person, and able to work in an open environment is a must.
• Excellent written and verbal communications skills and ability to multi-task in a fast-paced environment.
• Willing to go the extra mile to provide an outstanding level of support to maintain a high degree of customer service face-to-face, on email and via telephone.
• A good understanding of ITIL-based structure.
• Demonstrate a willingness to work flexibly, sometimes outside of normal core hours supporting other offices globally and provide responses to service demands.

This is a fantastic opportunity to work for a professional services firm with a great work ethic and positive attitude. The role will be based in the London office near Moorgate and Liverpool Street Station, with occasional travel to different sites when needed.