About The Role Role Overview proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally. Our immediate requirement is for an experienced Global Service Desk VNOC Team Leader to be a key part of our Egham team, representing proAV, taking full responsibility for driving and guiding resource for the VNOC operational team in addition to fulfilling the day-to-day functions of technical support. Using experience and knowledge of the VNOC working processes to help the wider team align to our deliverables whilst also working alongside leadership to develop and enhance existing process and improve our service offering. The ideal candidate will also exhibit extensive knowledge of the technologies we support in order to provide guidance and knowledge transfer to the wider team during the course of fulfilling our duties. This is an exciting opportunity for an exceptional, experienced Global Service Desk VNOC Team Leaderto join an established operation with scope to drive and enhance the service at every opportunity. Experience and seniority of the position will be reflected by the remuneration and benefits package. Key Responsibilities Tech desk queue oversight & ownership day to day, ensuring adherence to SLA’s and time dependant activities (tasks / meetings / reports etc). Escalation to VNOC management or Service Technical Incident Manager where needed for P1 cases or cases where resolution is not progressing in line with expectation. Supporting tech desk team with guidance, knowledge transfer and mentorship. Stand in cover for Tech desk Manager when required. On site presence within the Egham VNOC during core hours shifts on rotational basis. First line technical response to fault tickets received into the global helpdesk. Remote technical diagnosis and fault resolution. If remote resolution cannot be achieved, provision of clear diagnostic info to enhance the escalation to field engineering. Escalation to field engineering where remote resolution cannot be achieved. Direct phone and email support of Clients. Access onto Client network for remote support. Microsoft Dynamics management of service cases (from creation to resolution). Escalation to Manufacturer support. Liaison with Client Departments to resolve faults (IT, networking teams, facilities). Content Deployment for Digital signage. Log interpretation. Managing and implementing systems AV system back-ups and firmware updates. AV System Estate Administration and Change control management. Providing Training to the proAV internal team on proAV internal process (existing and new) Participating in client facing meetings for the purposes of case technical escalations, case management and service improvement. Workshopping of proAV internal process and embedding newly implemented processes within the VNOC team’s working routine. Desirable Skills Excellent Customer and interpersonal relations. Excellent communication skills, both written and verbal. Ability to multitask and prioritise workload to meet SLA based deadlines. Proven track record of achievement in a technical support-based role using remote support. Accurate recording of calls and updates. Effective action and follow-up of required activities. Calm under pressure. A flexible approach to work. A proactive “can do” approach. Attention to detail. Responsible and accountable. Excellent Administration and organisational skills. Commercially sensitive. Excellent mentoring skills and an ability to effectively convey information when training others. Networks system comprehension. VC call signalling comprehension. Advanced AV Control System Logic understanding inc SIMPL Debug. Second Language an advantage but not necessary. Desirable Skills A high degree of experience in the following product areas is essential. Control systems (Crestron/AMX/Extron). Remote Management tools (Fusion/RMS/SolarWinds/XioCloud/Utelogy /PolyLens). DigitalSignage and IPTV (e.g.Omnivex/ TriplePlay/ Exterity/ Appspace/ Mediastar/ Aura/ Brightsign). Audio Systems (Q-sys / Biamp / Soundstructure / Harman Audio Architect). PC/Windows OS Literate (windows server and IoT). Strong UC endpoint knowledge (Polycom/Cisco/Logitech /Neat/Crestron). Good VC infrastructure and UC interop knowledge (Pexip/Cisco/Zoom/Teams). Video Distribution (Crestron DM and DM-NVX, Extron, Kramer, Lightware). Video delivery over IP (inc IGMPv2 multicast, RTSP / RTMP unicast). Audio delivery over IP (inc Dante, AES67 and QLAN). Microsoft Dynamics CRM experience. Hours of work 40 hours per week, 9 hours per day on a shift pattern including an hour unpaid break. This is based upon a 24/7/365 operation utilising shift patterns on a rotational basis subject to the requirements of the role. Weeks 1-6 rotational shift patterns worked from home or office as required, weeks 7-12 core shift hours (to be high percentage office based). About You About Us proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication. From reviewing technology to integration to post-deployment support, you’re in safe hands when you trust your AV and UC to proAV. We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700 projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open. From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business-critical AV systems architecture, products and technologies 24/7/365. Equality, Diversity & Inclusion proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply. Apply Share Share Vacancy on Facebook Share Vacancy on X Share Vacancy on LinkedIn Share Vacancy on WhatsApp Send Vacancy to a friend