Job Description

To provide support and engineering services to include troubleshooting, installation and maintenance of video conferencing, audio visual, projection, pro audio, video, control, and IP networks, either on clients’ sites or by remote support and diagnostics at the VNOC.

Main Purpose of Position

Responsible for the safe and correct diagnosis of faults, removal, repair, test, implementation and operation of all aspects of audio visual, video conference, display and presentation technologies. Consulting with clients on technical aspects of VC systems and infrastructure prior to system changes and configuration.

Logging of Service Tickets, liaising with service engineer dispatch team and colleagues on other shifts and other time zones to provide 24/7 service cover to our clients.

The position will be based at the VNOC in our Canary Whard office, where the role will include help-desk based video and telephone support to be provided to inbound client and colleague enquiries. Role is based on a 24/7 rotating shift pattern.

Key Responsibilities and Duties

- Accurately and quickly diagnose and remedy faults and problems. Troubleshoot electronic systems and equipment.
- Providing remote support to clients over the telephone and utilising remote support technologies at the VNOC.
- Assist with preventive maintenance of customer equipment.
- Train and instruct the customer on the proper use of the equipment.
- Responsible for reading and interpreting wiring diagrams, schematics, and drawings and reporting and remedying any discreancies.
- Responsible for accurate tracking on time sheets, service/installation tickets and inventory items.
- Research and obtain information on position specific training opportunities.
- Responsible for updating all manuals, safety practices, and technical information held.
- Updating Service Management Software regarding any changes to client configuration or asset details
- Occasionally supply and install, set up and test, fixed systems and portable equipment in various locations.
- Carry out routine testing of portable and installed equipment to diagnose, log and repair faults remotely, and on site if required.
- Work with colleagues to assist in the diagnosis and rectification of faults to ensure that all systems are fully functional and that equipment and system down time are kept to a minimum, and ensure complete closeout and turnover of jobs to the client or service department.
- Occasional out of hours call-out response to VC system issues, as required.
- Maintain accurate and current company and customer files.
- To maintain a smart appearance at all times and to react to urgent situation in a calm manner.
- To substitute for any other role within the department, when required.
- To provide accurate, detailed and timely paperwork and reports to management on time.
- To ensure all work is performed to the Company standards and that quality techniques are practiced.
- To ensure that all jobs are run to provide a courteous, comprehensive and assistive service for all clients and their representatives.
- To work in compliance with the Company’s safety manual with safety of self and others in mind at all times.
- Be proactive in suggesting new methods and techniques to improve efficiency.
- Assist in the installation of collaboration projects to completion, and managing of sites as necessary.
- Liaise with Sales Consultants, Project Engineer and Project Manager on Project technical aspects, and an ability to liaise with the client or main contractor as necessary
- Assist in project commissioning as necessary, primarily from a remote location.
- Other duties as required or assigned by company management

Person Specification

- A full working knowledge and understanding of VC technologies and network applications is essential.
- A full working knowledge of communications and audio visual systems and system components is essential.
- Hold recognised VC installation or support accreditation or qualification, or equivalent combination of education and related field experience.
- 3 years’ minimum experience in the testing, fault finding, servicing, maintenance, engineering and installation of electronic audio visual systems, or related field.
- Solid foundation in providing exceptional customer service and support in a fast-paced AV/VC environment.
- Understanding the technicalities of remote support technologies (eg, VPN, Remote Desktop, etc)
- Video and IP Networking accreditations would be advantageous
- Be able to work as part of a team.
- Be able to work on own initiative and accept accountability.
- Be able to work to the highest quality standards with attention to detail.
- Strong customer-focus and understanding of the sensitivities of working on a client’s site.
- Be competent to a high level of computer literacy.
- Ability to think laterally finding an appropriate solution to fulfil an application or meet a deadline.
- Strong ethic of following process and procedure.
- Have the ethic of delivery of a quality solution where second best is not good enough.
- Be able to manage multiple tasks simultaneously. Ability to demonstrate planning, organising and implementing skills which ensure the successful completion of a project by a specific due date.
- Knowledge of touch screen and web-based programming and control technology.
- Excellent communication skills both verbal and written, being able to communicate with company executives to building contractors.
- CTS formal qualification or equivalent VC accreditation is desirable.
- Excellent attention to detail and accuracy
- Works well under pressure, self-motivated, and able to multi task and prioritise.
- Ability to be flexible and take on a variety of tasks as required, working well with a small team
- Ability to communicate effectively with all levels of staff within our client and with outside contacts
- Ensures that all aspects of work are completed to the highest standard, within time scales whilst paying attention to all areas of responsibility
- Complies with given standards, policies and procedures
- Working times - 40 hours per week across 24/7 on a rotating shift basis