Job Description

We have a new immediate requirement for an experienced Senior AV Technician to be a key part of our client’s London team, representing our client and working onsite at a leading Global Law Firm, taking full responsibility for ensuring the delivery of audio-visual and media services to the business in a professional and efficient manner.

You will provide support and assistance to their customers through various channels, and you will be responsible for technical support during both in-person and virtual meetings and events. In this role, you will work closely with their AV Management team and provide leadership and guidance to their AV Technician team. You will also play a crucial role in mentoring and training technicians, sharing knowledge of best practices, contributing to continuous service improvements, and reporting data to their AV Contract Manager.

This is an exciting opportunity for an exceptional, experienced Senior AV Technician to 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:

Responsibilities include, but not limited to:

1. Technical Support and Setup:

• Set up and dismantle audio-visual and video conference equipment according to their customer requirements.
• Support and facilitate virtual meetings and events.
• Run the audio-visual aspect of presentations for high-profile meetings.
• Support video calls and webinars, coordinating with remote offices and external parties for setup and smooth operations.
• Provide technical support for in-person and virtual meetings, ensuring all systems are functioning properly.
• Assist their customers in the use of fixed and portable audio-visual equipment.
• Support their team in testing meeting room systems and virtual platforms on a day-to-day basis.
• Maintain total confidentiality regarding sensitive information received for presentations and broadcasts.

2. Incident Management and Equipment Maintenance:

• Raise and track tickets for all incidents using the onsite ticketing system.
• Ensure timely resolution of audio-visual service incidents.
• Assist in the implementation of the preventative maintenance schedule for AV equipment.
• Report all equipment faults and service requests through established procedures.
• Conduct regular scheduled testing of meeting rooms, equipment, and related systems.
• Assist with new system installation project work.
• Perform remote support assistance of their customer offices.

3. Reporting, and Continuous Service Improvements:

• Provide input and suggestions for continuous service improvements to enhance the overall AV experience.
• Collaborate with the AV Contract Manager to analyse data and prepare reports on service performance, trends, and recommendations.
• Create and manage service relevant documentation such as SOPs and technical drawings.

4. Mentoring, Collaboration and Communication:

• Collaborate effectively with team members and manage delegation of tasks.
• Respond to phone calls and emails professionally and within agreed time frames.
• Liaise with their customers to understand their needs and provide appropriate support.
• Mentor and train AV Technicians, sharing knowledge of best practices and fostering their professional growth.
• Demonstrate excellent communication skills when interacting with their customers at all levels.
• Maintain a positive image and attitude while dealing with challenging situations.
• Display a flexible approach to handle different tasks throughout the working day.
• Continually update technical knowledge and skills through training and examinations.
• Ensure all service paperwork is completed accurately and in a timely manner.

Desirable skills:

• Experience with programming / configuring back end of AV control and video systems
• Advance user/admin knowledge of virtual meeting platforms
• Aptitude for providing a high level of customer service.
• Strong computer literacy, including intermediate knowledge of PowerPoint and familiarity with common webinar platforms.
• Extensive technical knowledge of audio-visual systems and ability to resolve complex issues.
• Ability to quickly identify and resolve technical issues, minimizing downtime during live meetings and events.
• Capability to troubleshoot and resolve technical issues remotely.
• Excellent organisational skills, flexibility, and adaptability to handle diverse tasks during the working day.
• Willingness to work collaboratively with team members and take instructions.
• Ability to handle difficult situations effectively.
• Professional and positive demeanour when interacting with their customers.
• Excellent communication skills to engage with individuals at all levels.
• Ability to work under pressure and meet deadlines.
• Flexible approach to adapt to changing work schedules.
• Commitment to continuous learning and improvement, including willingness to undertake training and examinations to enhance technical knowledge.