Job Description

This is a fantastic opportunity to join an enterprise with exciting growth plans. Our client is a small, family-lead company based in Hertfordshire. They provide support for audio-visual, unified communications, and IT, for customers across the globe.

• To work as part of the Support team based at our clients HQ in Hertfordshire, assisting with support call outs under the direction of a Senior Engineer.
• This is a customer facing role
• The field service engineer role is to support Maintenance and Support customers. The successful candidate will have years of experience working hands on with complex AV systems, still be excited by the technology, and be keen to deliver outstanding customer service.
• The role will involve travel throughout the UK, Europe and other destinations

Main Responsibilities
The role has two key areas of responsibility:

Supporting, Maintenance and Support Customers & Commissioning Project works

• Maintain high levels of Customer Service through onsite attendance and remote technical support
• Attend on-site maintenance and emergency calls to diagnose and rectify faults in order to return the system to full working order in such a manner that re-visits are avoided
• Diagnosing and repairing AV/IT systems including presentation systems, digital signage systems, UC and VC systems and audio DSP systems
• Ensure fault resolution is to Client satisfaction; ensuring the commercial impact of the account is upheld and shall be responsible for the management of and timely updating of tickets
• Pre & post-Sales Support for AV products and IT network-based products that include, AV over IP and UC Collaboration technologies
• Able to support legacy AV technologies
• Carrying out Planned Preventative Maintenance on systems
• Assisting Project team and carrying out site surveys
• Small works installations, including handover to Client
• Assisting in commissioning of project installs to ensure systems are on-boarded correctly
• Taking backups of system configuration files and program codes to file as a precautionary measure
• Reporting any escalated matters directly to line manager
• Liaising with other project and engineering teams to develop customer and site knowledge as necessary
• Working closely with Helpdesk, providing feedback on customers for reports

Experience and Knowledge Required

Essential

• Must have the full right to work in the UK
• Have a UK driving licence and be able to commute (via company van or public transport) to customer site locations globally.
• 3-5 years’ experience as a field Engineer
• Good technical knowledge of Electronics and Audio-Visual Systems including Extron/Crestron/AMX control systems
• Broad IT knowledge, including networking
• An understanding of video conferencing solutions, products, protocols, network, and delivery
• Knowledge of audio-visual equipment including display equipment, control systems and complex audio systems plus communications protocols such as RS232 and RS485 is also required
• Able to follow a schematic showing audio visual signals and control signals for interconnected devices is essential as is the ability to diagnose faults within the systems
• Competent in the use of small hand tools and soldering for the purpose of making interconnects and potential onsite fixes

Essential Competencies

• Experience of installing, commissioning, and servicing commercial audio-visual systems including projection, flat panel, control systems, power amplifiers, DSPs, audio / video matrix systems, digital and analogue signal transmission formats
• Must be able to work unsupervised, Self-driven, organised
• A people-person who prioritises customer/user experience
• Able to use access equipment and physically install hardware into client sites without technical assistance
• Effective communication with both technical and non-technical individuals is important
• Product Knowledge Audio Systems (Balanced / Unbalanced)
• Basic computer networking, TCP/IP, MAC, SubNets, VPN
• Video Conference CODECs
• Large Format Flat Panels – Video walls
• Crestron control systems
• Crestron AV switching and matrix systems
• This is a client facing role and as such the successful candidate will be expected to represent the company in a competent, professional and friendly manner
• Ability to build and maintain professional relationships and networks
• Communicates effectively, articulating information clearly, adapting to the audience
• Takes personal responsibility for meeting deadlines and targets, maintaining consistently strong organisational skills even in the face of conflicting or tight deadlines
• Actively works together with others to achieve common goal
• Continually reviews understanding and approach to ensure ongoing improvement