Role: Junior IT / AV Service Delivery Engineer
Contract Type: Full-time, Permanent
Location: Basingstoke
Travel Requirement: Until December 2026, travel to Basingstoke 3 times per week (subsidised); then role will be Sunbury based
Salary: £27,000 – £35,000 (dependent on experience), plus full company benefits
Hours: Monday – Friday varying shift pattern between 7am and 7pm
Overview
Kinly is a unified global leader in collaboration, systems integration, and managed services. Our focus is on transforming workspaces, simplifying complexity, and empowering people. We maintain AI‑powered room monitoring, 24/7 support, and a unique enterprise service layer, enabling efficient, agile and precise operations.
We are moving our delivery function to Sunbury and are seeking a proven Audio Visual Service Engineer to join our highly collaborative team and play a key role in delivering reliable, high‑quality support across a wide range of Audio Visual and collaborative technologies in a dynamic managed service environment.
The role focuses on remote incident management: ticket creation, troubleshooting, problem identification within defined SLAs. The role also supports project and installation activity through equipment preparation, testing and coordination with onsite engineers, maintaining accurate asset and room records throughout.
Key Responsibilities
* Maintain vigilance with proactive monitoring platforms for endpoint and infrastructure alerts.
* Pre‑stage and fully test all specified equipment prior to project installations to ensure readiness and quality.
* Communicate with end users to diagnose and repair audio/video issues remotely.
* Manage and prioritise support tickets raised via phone, email and IM with a strong sense of urgency.
* Coordinate and schedule field engineers for on‑site fault support.
* Provide remote and logistical support to field engineers during installation and fault resolution.
* Ensure all room and equipment records are accurate and up to date, including updating serial numbers and asset information in ServiceNow when equipment is replaced.
* Liaise with vendors to analyse recurring faults, collect diagnostic logs, and support technical escalations.
* Perform testing and manage password resets for all supported resource accounts.
* Work collaboratively with on‑site third‑party providers to support service delivery and issue resolution.
* Support high‑priority incidents by working closely with the Major Incident Management team.
Skills and Experience
* Experience supporting AV systems or IT/Microsoft infrastructure and endpoint remote management.
* Background in troubleshooting remote collaboration tools (Microsoft Teams, Webex, etc.).
* Knowledge of AV/IT technologies and their functionality to effectively serve customers, plus a basic understanding of network topology.
* Experience assembling, configuring, and troubleshooting PCs and AV equipment with a solid understanding of basic hardware and systems.
* Basic knowledge of device enrolment, configuration, and management within Microsoft Intune, supporting secure endpoint deployment and maintenance.
* Experience supporting Teams‑based collaboration, including voice setup, meeting room systems, conferencing tools, and troubleshooting call or connectivity issues.
* Security‑conscious mindset with the ability to operate within sensitive or restricted environments.
* UK National status with eligibility to undergo SC‑level security clearance.
* Ability to work flexibly and provide cover across shift patterns between 07:00–19:00 Monday to Friday (excluding UK bank holidays).
Equal Opportunities
Kinly is committed to providing equal opportunities in employment. All qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other protected characteristics. We welcome your application.
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