Job Description
We have a new role for a Senior AV Support Technician. This position is with a law firm based in London. The Senior Technician will be responsible for delivering a comprehensive, efficient, and error-free AV service for internal and external clients across meeting rooms and collaboration spaces. They will act as the subject matter expert and go-to person for all aspects of Audio Visual services, providing expert guidance, support, and technical leadership.
•Main duties and responsibilities
•Service Delivery
-Leading by example and defining true 5-star excellence in client service that delivers a market leading edge.
-Set up, prepare, configure, test, monitor, and troubleshoot UCASS equipment, multimedia devices, televisions, monitors, projectors, recording equipment, speaker sets, digital cameras/camcorders, and other presentation equipment for meetings and events dealing with all technical aspects.
-Receive and respond to incoming calls, alerts and/or e-mails regarding AV software/hardware problems within recognised timeframes.
-Document instances of AV equipment failure, repair, installation, and removal.
-Handle incoming booking requests for AV equipment and setup in conjunction with the Advanced Bookings team.
-Troubleshoot AV issues using the appropriate testing tools; make basic repairs as necessary.
-Perform onsite analysis, diagnosis, and resolution of complex AV hardware problems for a variety of end users, and recommend and implement corrective solutions, including offsite repair as needed.
-Support video production as required to produce, dub, edit, and copy all AV media, uploading these to Vimeo or MS Stream, etc.
•Service Management
-Co-support the management of the firm's outsourced service providers to ensure a high standard of service delivery is provided for technical support, as well as the equipment and maintenance in accordance with the terms of the agreements.
-Develop effective client relationships, acting as the key point of contact, initially meeting and discussing AV/VC requirements, organising and preparing equipment and presentation proceedings, supporting such presentations as required, troubleshooting defects and providing first line breakdown and basic maintenance support of AV equipment.
-Deal with and diffuse any potential complaints arising from technical issues pertaining to the AV services. Ensuring that any issue is followed up and resolved successfully.
-Assess the AV Services performance and perception, including regular client/customer feedback, preparing appropriate analysis reports on a quarterly basis.
-Continually develop and seek improvement to the firm's strategy for AV services to ensure a high professional standard that promotes our clients brand and values.
•Innovation, Change and Compliance
-Assist with the on-going review of the Audio-Visual Service provision to identify areas of improvement and achieve the optimum balance and integration of service across the offices, devising and implementing appropriate changes whilst ensuring client/end user needs are fully met.
-Proactively participate in the overall development of AV services, contributing to proposals for innovative ways of delivering change with progressive service and efficiency and cost improvements.
-Develop opportunities within the AV Services to add value, working closely with Client Services, Technology Services and suppliers as required.
-Provide on-going training to internal staff and assist with preparing training material.
-Work within the adopted by the firm's policies in respect of Change Control, asset maintenance, logging of and escalation of incidents.
-Assist with developing and implement new and updated policies and procedures as well as adhering to all firm wide policies and procedures.
-Be fully versed with the firm's Health & Safety, Evacuation and Business Continuity Plan policies and understanding role/duties within these.
-Other duties as reasonably required by the AV Services Team Leader.
•Candidate Overview:
-Our client looking for candidates who ideally hold the following skills and experience:
-Minimum of 3-5 years practical experience in an AV or IT/communications environment
-Extensive support experience ideally with Microsoft MTRs/Crestron/ Poly.
-Proven track record and experience in filming, editing and general video production, including packages such as Final Cut Pro.
-Solid experience in supporting hosted live events, including all aspects of audio and visual technologies to senior/executive level for professional services.
-Advanced knowledge of WAN/LAN products, together with management, support and installation experience of VPN based services.
-Good understanding of design principles for Server / SAN architectures
-Knowledge of desktop operating systems and application deployment techniques
-Advanced understanding of current technologies, with specific reference to VoIP and unified communications.
-Understanding and ability to support mobile connectivity /communications, programming and operation.
-Must have a demonstrable track record of technical skills encompassing hardware, software applications and communication tools.
-Excellent IT skills, including MS Office packages
-Advanced level of technical competence in all relevant subject areas.
-Preferably qualified to A Level or NVQ level 3/ONC (or equivalent) in a relevant technical discipline.
-Previous practical experience in an AV or Technology communications environment.
•What can our client offer you?
-Carers’ leave (up to five paid days’ leave towards caring responsibilities)
-25 days’ annual leave entitlement and the opportunity to purchase or roll over 5 days.
-Contributory pension of up to 5%.
-Private healthcare policy
-Death in service cover (4 x base salary).
-Eligibility to apply for an interest free season ticket loan, an interest free gym membership loan and/or an interest free rental deposit loan.
-Cycle to work scheme.