Our client is seeking an Audio Visual Service Engineer to manage and maintain AV infrastructure, support hybrid events, and ensure seamless Microsoft Teams integration. This is a great opportunity to lead AV excellence (Remote working - MustbebasedintheUK) As a member of the operational Support Team you will be working with other L3 Engineers to monitor, manage and support our clients Microsoft Teams Rooms and Audio Visual equipment in the clients Meeting Spaces environments for a portfolio of customers. The role requires teamwork to share knowledge within the team. Supporting each other to improve effectiveness and efficiency. Our clients are well known, large to enterprise businesses with a growing number of international offices to support. The key purpose of the role will be to respond to client requests reactively and proactively identify issues using monitoring alerts both within our Response Service Level (SLA) and resolve them within our Resolution SLA to a high level of customer satisfaction to keep Meeting Spaces available and healthy. Duties and Responsibilities The role provides experience working in a team of experts, collaboration with cross functional teams, dedicated weekly self-development time with opportunities for on-site work, and staggered working shift times. Key Duties and Responsibilities Provide Incident, Request, Change and Problem Management support directly to our clients Service Desk teams. Take ownership of clients incidents and requests, meeting SLA timelines for troubleshooting & resolution. Reasonable flexibility from time to time to meet the needs of critical incident resolutions and update tasks. Review monitoring and alerts to identify known errors, what needs suppression, and what needs an incident for investigation and resolution. Perform root cause analysis (RCA) for high priority Incidents and identified Problems /trends to reduce risk of repeat incidents. Provide technical input to develop Knowledge Articles, optimise processes and improve resolution time. Suggest Service Improvements. You will have influence in enhancing how the future of Support Service is delivered. Manage your own time effectively and efficiently, ensuring expectations are managed and communicated with clients and the internal team. Proactively keep others informed of your progress and escalate challenges or delays in a timely and professional manner. Where required, support new technology service/solution acceptance into support. Build and develop strong relationships between our partners and our clients. Be available to provide expert advice, recommendations and guidance on systems and products supported by our clients colleagues. Use Teams Call Quality Dashboard to analyse call quality and reliability to identify improvements that can be made. As needed operationally, perform remote and onsite software upgrades of supported equipment. Attend regular incident reviews looking at the status of open tickets with other engineers, regular 1-2-1 meetings with line manager and team and client meetings. As required operationally, working with our clients Projects to gain experience with new clients and technologies. Sharing learnt knowledge into the Support Team and bringing Support knowledge into the Project Team to help with alignment and collaboration between teams that will benefit the client and fellow engineers. Occasionally providing planned on-site support for a client, where agreed in advance. Providing on call duties each month as part of a team rota. Required Knowledge, Skills and Experience Minimum of 2 years experience supporting Audio Visual equipment within a Service Operations Support environment. Level 3 knowledge in Microsoft Teams Rooms and 2 or more of the following technologies (ideally at a support level): Yealink MTR related equipment Logitech MTR related equipment Lenovo MTR related equipment HP / Poly MTR related equipment Microsoft Surface Hubs Teams Desk phones (Poly, Yealink, Crestron, AudioCodes etc) Demonstrable competence and capability in a L2- L3 AV support role. Experience dealing with external customers delivering to SLAs. Capable of prioritising and managing high volume workloads from multiple sources, working to SLAs. Must be flexible and occasionally able to work outside of business hours. Excellent communication skills, both written and spoken English. Professional and positive, self-motivated and self-sufficient. Diligent, with great attention to detail. Good at problem solving. Ability to cope successfully under pressure and with shifting priorities. Excellent collaborator and team player. Able to work on own initiative. Assertive, adaptable, and creative. Must have the right to work in the UK. Must have or pass Baseline Personal Security Standard (BPSS) to work with the British Government. English speaking. Desired Knowledge, Skills and Experience Support experience with any of the following technologies: Crestron QSC Shure Sony, NEC, Samsung, LG Displays Speaker Phones (Audio Conference Rooms) Room Booking Panels Video Walls Digital Signage Microsoft Teams- Call Quality Dashboard ServiceNow Asset management systems (equipment /software management tracking) Benefits Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, a volunteering day, electric car salary sacrifice scheme, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.