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  » Posted on: 29-11-2017

Position or Job Title Corporate Audio Visual Support Technician
Company CV-Library Ltd
Recruiter Reference itjobspost/206981938
Position Location (City) Tetbury, Wiltshire
County/Area Wiltshire
Country United Kingdom
Company Profile Contact Recruiter

Description & Requirements

Job Description
To lead on and be responsible for the delivery of a comprehensive, efficient and error free AV support and maintenance provision that meets the needs of our client, covering internal integrated AV meeting spaces from the Wiltshire head office with additional coverage on a 4-hour SLA maintenance basis at key London sites. Possible scheduled travel to additional Southern region sites. The ideal candidate should have a naturally organised and methodical approach to their work, along with excellent communication skills (written and verbal) and have a friendly and approachable nature Relevant Experience: - Proven track record in supporting on site managed services for an AV service provider in a corporate client environment - Advanced level of technical competence in all relevant subject areas. - 3+ years' experience working directly for an AV service provider on client site or in a senior field service engineering function Qualifications: - Infocomm CTS - Preferably qualified to NVQ level 3/ONC (or equivalent) in a relevant technical discipline. Responsibilities: - Perform onsite analysis, diagnosis, and resolution of complex AV hardware problems for a variety of end users - Recommend and implement corrective solutions, including offsite repair as needed. - Document instances of AV equipment failure, repair, installation and removal. - Troubleshoot AV issues using the appropriate testing tools; make basic repairs as necessary. - Develop opportunities within the AV Services to add value, working closely with the appropriate team and support departments and suppliers as required. - Videoconference/audio conference set-up and support with Polycom and Skype for business systems - Fault finding and diagnostics of a large range of commercial AV equipment - Understanding of digital and analogue signals e.g. HDMI, DVI Component, EDID and HDCP - Understanding of SMATV Satellite systems and IPTV networks - All applicants should have a good understanding and ideally have some experience in basic programming of AMX and Crestron Control systems - An understanding of IP network Protocols - Experience and the ability to make configuration changes to DSP systems such as Clearone and Polycom - Infocomm CTS certification is required (or be able to provide examples of other AV specific training) Operational Service Support - Set up, prepare, configure, test, monitor, and troubleshoot teleconferencing and videoconferencing 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 e-mails regarding AV software/hardware problems within recognised timeframes. - Tag or label AV equipment owned by the organization; periodically audit inventories to mitigate risk of damage or theft. - Handle incoming booking requests for AV equipment and setup in conjunction with the Advanced Bookings team. - Build and maintain a spare parts inventory for all AV equipment. - Develop effective customer 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. - Collaborate with organisational policy-makers to establish and enforce proper AV practices and procedures - Assess the AV Services performance and perception, including regular client/customer feedback, preparing appropriate analysis reports on a quarterly basis. - Provide on-going training to internal staff and assist with preparing training material. - To play a full and proactive part in the overall development of AV services, contributing to proposals for innovative ways of delivering services with progressive service and efficiency improvements. - Work within the firm's policies in respect of Change Control, asset maintenance, logging of and escalation of incidents

Key Skills Must be able to demonstrate hands on experience of:

- AV service culture and customer focus - Liaison with help desk & operations team to arrange backup support when required - Administration necessary to support the role utilising Microsoft office applications bespoke ticketing systems and room booking software. - Customer service skills are essential along with the ability to work calmly under pressure and resolve any issues quickly and professionally - To be very presentable and able to liaise with senior executives in a calm and professional manner always both face to face and via the telephone - Manage all aspects of the Video Calls from initial booking through to the monitoring and completion of all calls including scheduling and full systems operational testing prior to any high-profile event - 1st /2nd line repairs & on-going preventative maintenance including daily checks on all equipment in the building - Locate faults and provide resolutions i.e. Fix/replace/upgrade hardware when relevant in support of the AV & VC facilities - Must be AV & IT literate to a high level, numerate and have well developed presentation skills.

Knowledge Should have a good understanding of: - Data/LCD & HD projection, sound, integrated control systems and videoconferencing, telephone conferencing equipment and presentation software and set-up - Comprehensive hands-on AV equipment troubleshooting experience. - Good knowledge of current network protocols, operating systems, software, and standards. - Mechanically and electronically inclined. - Ability to operate tools, components, and peripheral accessories. - Able to read and understand technical manuals, procedural documentation, and OEM guides. Personal Qualities / Behaviours Must be able to demonstrate the following personal attributes: - Can work in a team in addition to be a sole technician responsible for a client site and at times the main client interface - To be an ambassador - approach and professionalism is extremely important - Keeps people well informed and up-to-date on information to achieve objectives - Literate with the ability to communicate clearly and concisely to ensure understanding - Capable of communicating effectively at all levels Achievement Drive - Sets challenging performance standards and objectives for self. - Consistently exceeds performance expectations - Seeks and accepts additional responsibility to enhance overall performance of teams - Able to demonstrate a proven track record of achievement drive in facing challenges and achieving excellence - Self-motivated and confident - A team player who can act on instructions. Committed to Highest Level of Customer Service: - Commitment to customer service - Demonstrates a real desire to anticipate customers' needs by going beyond the routine provision of service - Responds quickly and positively to the needs and requests from customers with the ability to prioritise workload based on customer requirements - Able to engender amongst the team the desire to heighten customer satisfaction - Develops innovative approach to improve long term levels of service delivery Development of Services - Sense of vision and broader awareness of service potential and actively seeks and identifies opportunities to develop services - Ability to express ideas or facts in a clear and concise manner and to convince others of own expressed view - Ability to generate imaginative solutions in a business situation Effective Decision Making: - Handles problems by actively identifying practical solutions that suit customer requirements - Anticipates problems and takes preventative action - When making decisions, assesses all options and selects the most appropriate given customer and business needs - Constructively challenges traditional systems and methods in the long-term interests of the firm - Makes decisions in a timely manner Learning from Experience: - Develops and maintains in-depth knowledge and skills required for enhanced performance - Seeks ongoing feedback (positive and negative) and acts on it - Constantly solicits a wide variety of experiences to develop understanding of the technical requirements

Required Skills
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Nice To Have Skills
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Required Qualifications
None Listed

Additional Details

Employment Authorisation Type of Position
See listing Permanent
Salary and Package
£27000/annum Negotiable
Start Date Required Experience
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Required Education
Other