Sunbury
Service/Technical Support
Permanent
About The Role

AVMI are looking for someone to join our service desk team to provide technical assistance to our client base and office team. The role primarily includes working as part of the AVMI Service Desk to provide technical assistance to our Field Engineer team and large client base. With your existing knowledge of the audio visual industry and technical skillset, you will qualify fault calls received and decide the best action to progress and resolve the issue. Via phone and remote access and assist the team to decide the best action to progress and resolve the issue.

ROLE & RESPONSIBILITIES

  • Communicate identified faults in a clear and detailed manner to our service desk colleagues
  • Categorise requests so that they can be progressed in the correct manner
  • Understand the contractual and service level agreements (SLA) of individual clients
  • Explain faults and diagnostics to the client in a way they can understand, and what AVMI can do to resolve the fault
  • Document all diagnostics and technical support carried out on any given fault/issue onto the ticketing system
  • Specify replacement equipment from our service stock list for use on client sites as and when necessary
  • Specify replacement equipment and upgrades for clients systems that are beyond economical repair
  • Liaise with manufacturers and distributor support channels to help resolve faults
  • In cases of ticket escalation, you may be required to demonstrate your proven knowledge by visiting client sites to assist in fault resolution
  • Attend services reviews as a technical advisor
  • Schedule engineers calendars
  • Support the Field Service Engineer team when required
  • Create/curate articles for our in house knowledgebase
  • Assist with training of the JR Tech to up skill the team.
  • Offer Support and Guidance’s to the JR Tech
  • Deal with and resolve complex technical issues
  • Manage Model Data for AVMI ticking system
About The Candidate

SKILLS

  • Previous experience of corporate audio visual systems at a technical level.
  • Ability to read and understand Audio Visual system schematics.
  • Be knowledgeable in both digital and analogue audio/video signals e.g. HDMI, Display Port, Component and Composite, along with the differences with Balanced and Unbalanced audio signal and their associated wiring along with Dante knowledge.
  • Strong knowledge of control system fault finding. Experience of control system programming from leading manufacturers is preferred. Ability to debug control system programs using manufacturer software applications.
  • Configuration and fault finding of Digital Sound Processors such as Q-Sys, Biamp and ClearOne.
  • Support of IPTV systems and Digital Signage systems from OneLan, Tripleplay, Exterity and MediaStar.
  • Keen and willing to learn new skills
  • Excellent communication skills
  • Able to be self-motived and work under pressure, often to deadlines.
  • Good working understanding of IT and Networking
  • Flexible approach to work
About AVMI

AVMI provides services to leading organisations in financial services, legal, professional services, retail, defence, government, health and education sectors.

AVMI has focused its business strategy on providing ‘trusted advisor’ life-cycle services to clients with a significant portion of growth coming from international business.

AVMI has recently secured a place, for the second year running, in the Sunday Times International Track 200. This international growth has been enabled by AVMI’s award winning Global Enterprise Framework of services, helping its multi-site clients to drive consistency and efficiency into their audio visual and collaboration facilities and services across all locations.

Having opened operations outside of the UK in Hong Kong, New York and Dublin, AVMI is planning to secure additional international locations in support of its clients’ businesses.