Join a leading UK-based, private equity-backed value-added reseller offering innovative technology solutions across Unified Communications, Cyber Security, LAN, and Microsoft Teams. The team is seeking an Audio Visual Engineer to join the Operational Support Team. In this role, you will monitor, manage, and support Microsoft Teams Rooms and audio-visual equipment in client Meeting Spaces, ensuring they are highly available and fully operational. Working with enterprise-level clients, you'll respond to incidents, proactively identify issues, and resolve them within agreed SLA timelines. Collaboration, problem-solving, and customer satisfaction are at the core of this position, making it an ideal opportunity for a professional dedicated to delivering exceptional service in a dynamic environment.
If you would like to learn more about this opportunity, feel free to reach out and apply today!
Responsibilities:
* Provide Incident, Request, Change, and Problem Management support for clients.
* Take ownership of incidents and requests, ensuring timely troubleshooting and resolution within SLAs.
* Monitor alerts, identify issues, and resolve problems proactively.
* Conduct root cause analysis to minimize the recurrence of high-priority incidents.
* Develop and maintain Knowledge Articles, optimizing processes and improving resolution time.
* Suggest and implement service improvements to enhance support delivery.
* Collaborate with cross-functional teams to align operational support with client needs.
* Perform remote and on-site software upgrades for AV equipment as needed.
* Provide expert guidance on systems and products supported by the team.
* Attend regular reviews of open incidents, team meetings, and client engagements.
* Participate in on-call duties as part of a rota.
Skills/Must have:
* Minimum of 2 years’ experience supporting audio-visual equipment in a Service Operations Support environment.
* Proficiency in Microsoft Teams Rooms and at least two of the following technologies:
* Yealink, Logitech, Lenovo, HP/Poly MTR-related equipment
* Microsoft Surface Hubs
* Teams Desk phones (Poly, Yealink, Crestron, AudioCodes, etc.)
* Proven experience in a Level 2/3 AV support role.
* Strong ability to prioritize and manage high-volume workloads in SLA-driven environments.
* Excellent communication skills, both written and verbal, in English.
* Proactive problem-solving and a strong attention to detail.
* Right to work in the UK and eligibility for BPSS clearance.
Benefits:
* Work with a dynamic and innovative team of professionals.
* Opportunities for professional growth, including dedicated self-development time.
* Collaborative environment with a focus on service excellence.
* Exposure to cutting-edge technology and enterprise-level clients.
Salary:
* £40,000-£45,000
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