Job Description

Our client is seeking an experienced AV Technician to join their team in Manchester. This is a fantastic opportunity to become a key member of a well-established operation, providing high-quality onsite technical support while acting as a trusted representative of the client.

The successful candidate will play a pivotal role in ensuring the smooth delivery of services, building strong relationships with stakeholders, and maintaining exceptional standards of customer support. This position offers the chance to make a real impact by identifying opportunities to enhance service delivery and drive continuous improvement across the onsite operation.

Key Responsibilities
• To be a point of escalation through to Account Manager.
• To ensure all associated activities that comprise the AV service are delivered seamlessly and with maximum efficiency including ad-hoc requests.
• Assisting users with VC meetings and requests, being point of call for all VC related assistance/queries.
• Escalate faults to centralised break-fix function as required and track.
• Carry out daily RFB (Ready for Business) checks of all AV systems and associated areas.
• Practical knowledge of project deployment.
• Management and production of reports, for example, call logs, open tickets, critical spares, repairs and recommendations.
• Updating/reviewing AV request log.
• Liaise with client IT & FM teams to agree daily tasks and activities.
• Onsite Technician shall aim to resolve faults in real time, however if equipment needs to be removed from site for a manufacturer repair the tech will adopt a work around or implement loan equipment where available.
• Administration duties to assist with the contract operation including managing of mailboxes & support calendar.


• Managing email requests providing first line telephone support and responding to telephone/voicemail.
Events
• Coordination with other departments for event management and VIP events.
• Coordination and consultancy around up and coming events with business users and attend pre-event meetings.
• Assisting with all technical requirements for event management.
• Coordination of additional resources and equipment to accommodate events.
Technical
• Provide technical support to VC/AV users.
• Locate faults and provide first fix resolutions.
• To ensure any changes are implemented seamlessly as per the agreed requirement and with minimal impact on the business.
• Coordination of subcontracted works.
• To assist with implementation of critical spares.
• Manage consumables/stock holding of onsite spares.
• To undertake manufacturer training courses as appropriate to ensure knowledge base is maintained.
• Supervise meetings as required.
• Assist with setting up of events, presentations and conferences.
Service and Process Development
• To ensure all break-fix activities are carried out under the contracted terms and within the agreed SLA’s.
• Administration necessary to support engineering role.
• Pro-actively train and support end users and prepare relevant documentation.


Desirable skills
• Excellent communications skills.
• Knowledge of current AV and VC equipment and systems.
• Relevant technical accreditations including CTS.
• Ability to work under pressure.
• Manufacturers training.