About Us
HHB, part of the Midwich Group Plc, has been the go‑to partner for cutting‑edge pro audio technology, trusted by leading broadcasters, studios and post‑production houses. With a legacy of pioneering digital audio in the UK, we bridge the gap between world‑class manufacturers and audio professionals who demand the best.
From our west London HQ and Soho-based Scrub division, we’re Europe’s No.1 supplier of Avid Pro Tools, backed by the largest team of Avid‑accredited engineers. Clients rely on us for expert consultation, hands‑on support, and seamless installation that maximises every investment.
Representing 200+ manufacturers and serving as exclusive UK distributor for brands like Genelec, Dolby, Wohler, Studio Technologies and RTW, HHB is the industry’s one‑stop audio shop—from acquisition to delivery.
About the Role
We’re looking for a Technical Support Engineer to join our dynamic Technical Support team. The successful candidate will be responsible for pre-configuring, testing, installing, and providing technical support for Audio Technology. The key focus will be building Avid Pro Tools, S1, S4 & S6, and Dolby systems prior to the delivery to customers, as well as to provide after sales support by telephone, e-mail, support ticketing systems, and customer visits.
What you will be doing in this role
* Liaise with sales regarding system specification, details, and timeline of configurations.
* Hardware Build and Software Configuration of Mac and PC based DAW systems as required by sales dept. These will predominantly be Avid Pro Tools systems, though could also include Nuendo, Logic, Sibelius, Media Composer, or Dolby RMU
* Testing/QC of Avid control surfaces (S1/S4/S6) prior to delivery to customers.
* Maintaining records of all system configurations in CRM, including critical information such as login, registration, and licence details.
* Liaise with logistics/shipping that all required components for each build are delivered to the workshop, and, on completion of build, notify sales and dispatch.
* Provide on-site installation and commissioning as required. Travel within the UK will be part of the role.
* Liaise with suppliers/manufacturers to resolve product/customer issues.
* Offering front line technical support via telephone and e-mail ticket service, TeamViewer remote support, and attending customer’s premises if necessary.
* Conduct onsite maintenance visits. These may be scheduled service visits where you will be required to perform annual system upgrades and health checks, or support callouts.
* Manage Avid RMA’s in line with Avids contractual requirements.
What you will bring to the role
* Good knowledge of DAW Software and Console integration – Primarily Avid Pro Tools and associated control surfaces
* A strong working knowledge of networking, including good knowledge of Audio over IP formats such as Dante.
* Knowledge and understanding of Audio and Postproduction workflows will be a major benefit.
* Experience of support ticketing (Zendesk/FreshService), and CRM (Microsoft Dynamics) systems would be an advantage.
* Good understanding of Immersive audio formats, in particular Dolby Atmos
* Good understanding of both PC and Mac Operating systems and architecture.
* Competent at carrying out equipment repairs (PSU and fader replacements, soldering).
* A Full UK Driving License (clean preferred) would be desirable for this role.
Why you should work here
* Contributory Pension Scheme
* Private Health Care
* Basic holiday allowance, rising with service, plus an additional day off to celebrate your birthday
* Life Cover
* Paid Sickness Leave
* Staff Purchase Scheme
* Employee Assistance Programme (EAP)
* Reduced Gym Membership (dependant on location)
* Cycle to Work Scheme
* Long Service Awards
Midwich Group is an equal opportunity employer and welcomes applicants from all backgrounds. If you meet the qualifications and are interested in this opportunity, please submit your CV and cover letter for consideration.