Technical
Permanent
About The Role

An exciting opportunity has arisen for several Subject Matter Experts to join a fast growing technology company that is expanding into UAE. AVMI is a leading global provider of Audio Visual and Video Conferencing solutions, headquartered in the UK and expanding rapidly overseas as well as developing a number of market leading innovations.

The primary purpose of the SME role is to become very familiar with a limited number of customers’ Audio Visual environment (technology, network, people and processes) in order to be able to provide relevant technical support for the commissioning and ongoing service of systems delivered through the AVMI Global Enterprise Framework suite of services to those selected few “Enterprise” accounts. This includes working closely with the relevant AVMI and customer teams to help ensure that system build, commissioning, installation and its subsequent service/maintenance is performed to the highest standard.  By way of a guideline a “limited number of customers” may be anything from 2 to 5 (although exceptions may exist).

The SME will play a pivotal role between Project Managers, 3rd party installation teams and AVMI engineers in the commissioning of systems and will be the primary technical support contact for clients in the support of the delivered systems. This will involve developing online support documentation, working with AVMI’s Streamline Online toolsets and managing global estate information for clients to maintain maximum reliability, serviceability, and efficiency under the Streamline services. The SME will be a key client contact specialising in supporting the client AV estate, understanding internal client processes and maintaining strong operational relationships.  In most cases the SME will be provided with access to the network of selected AVMI Enterprise customers (sometimes through the provision of a customer’s laptop) and will need to cooperate with any regulatory and security processes that the customer has in association with access to their network.

SME’s may carry out approximately half of their work from AVMI’s offices (or from home, if it is agreed that working from home is acceptable) and the rest from their customers’ sites (and most of our Enterprise customers are extremely large corporations with multiple sites, including internationally).  This can require that SMEs have to travel to visit a customer’s site, including internationally.

 

ROLE AND RESPONSIBILITIES

SME Commissioning:

  • To act as the primary commissioning contact, either remotely or onsite, to ensure that systems are installed to our strict commissioning guidelines and policies and within the specified time-frame
  • Working with design CAD Schematics, ensuring systems are installed and working at optimum levels and to client expectations
  • Attending internal handover meetings to gain visibility of Enterprise client projects and provide input into designs and support considerations
  • Complete Site Acceptance Testing (SAT) at client’s site which includes final adjustment of system prior to handover to client
  • Support Project Manager in the successful delivery of all projects
  • Liaise with suppliers and manufacturers to ensure technical knowledge is gained to successfully deliver projects
  • Ensuring asset information is accurately captured at all stages and entered into the Streamline Online tools
  • Feeding into a continuous improvement process for future system and service development.

SME SERVICE AND SUPPORT:

  • To provide in depth troubleshooting, often remotely and provide user support for any reported service issues
  • Provide user-training to the end client and support teams in the best practice of system use and support scenarios
  • Advanced fault finding & troubleshooting
  • Codec configurations, provisioning systems on VC infrastructure (i.e. TMS), phonebook creation
  • Code uploading to Crestron devices (panel, processor, x-panel, server)
  • Communication with local and global teams to assist in fault resolution
  • Attend regular meetings to improve the service globally
  • Ability to carry out site surveys if required and spot potential problems (surfaces, flooring, cabling)
  • Ability to read and work to schematic drawings
  • Run reports via TMS
  • Assisting the projects department
  • System Development and reporting of client feedback
  • Product research (Cisco/Crestron/Extron/Samsung and various others)
  • Ability to build relationships and work closely with vendors
  • Educating local onsite teams when required
  • Communicating with Video Specialists (Manufacturers, client and AVMI)
  • Maintaining strong relationships and good lines of communication with the global AVMI Enterprise service team
  • Creation of documentation (Troubleshooting guide, user guides)


About The Candidate

RELEVANT EXPERIENCE

Ideally, the candidate will come from an IT/AV customer service support or commissioning background and possess a high level of commitment to solving client issues as soon as possible. Must have a strong technical background within the Audio Visual industry and preferably experience at a corporate site. Must have a professional persona and be able to work well under pressure with a flexible approach to the working day.

  • Customer Services focused to ensure that clients receive a premium service
  • Excellent problem solving and troubleshooting skills
  • Capable of communicating professionally at all levels
  • Excellent organisational skills and the ability to work on multiple projects
  • Ability to understand project schedule and plans
  • Ability to prioritise and work under pressure is essential
  • In-depth understanding of all aspects of AV/VC best practice
  • Excellent technical knowledge of AV & VC equipment from all major brands
  • Crestron Software (Toolbox), Extron Software (PCS), Tesira BiAmp software (advantageous)
  • Plasma/LCD technologies and experience of firmware upgrades/software changes
  • Extron & Kramer DAs and switchers,
  • Projection technologies and fundamentals
  • Good understanding of Voice, Network and Video technologies
  • Fault Logging Systems
  • Good understanding of Microsoft Office including Excel, Word and PowerPoint
  • Good understanding of CAD / Visio
  • Manual handling tasks will be required when necessary for moving equipment
 PERSONAL QUALITIES AND BEHAVIOURS
  • Professional and smart appearance
  • A logical and methodical approach to problem solving
  • Highly reliable with direct, honest and dedicated work ethic
  • Enthusiastic and self-motivated with the ability to motivate others
  • Flexible outlook with willingness to cover shifts and work overtime when required
  • Consistent, composed and patient, with aptitude to remain calm under pressure
  • Commitment to customer service with fast and professional fault resolution
  • Responds quickly and positively to the needs and requests from customers with the ability to prioritise workload based on customer requirements
  • Develops innovative approach to improve long term levels of service delivery
  • Willing to travel where required
 QUALIFICATIONS
  • Preferred but not essential: Cisco/Tandberg Partner, Cisco CCNA or good Networking Skills
  • Preferably qualified to NVQ level 3/ONC (or equivalent) in a relevant technical discipline
  • Previous practical experience in a corporate AV/VC environment
  • InfoComm CTS certifications would be advantageous

LOCATION

Primarily between the client site(s) and some home working

WORKING HOURS

Coverage of core client office hours (flexible shifts between 07.00 – 19.00)

Flexible hours will be required to provide global cover

Working hours are subject to change to meet future requirements

About AVMI
  • Be part of a fast-growing global company working with some of the world’s biggest brands.Note: AVMI was placed 11th in last year’s SCN ranking of global AV providers and won AV Awards “Global Integrator of the Year” award in 2018.
  • AVMI is leading the race to offer large Enterprise customers a truly consistent service globally.To this end AVMI has a dedicated global team to provide these services; AVMI’s Enterprise Services Division, which has team members in New York, the UK, Dubai, India and Hong Kong and is likely to open new centres through 2020.By taking this approach AVMI has won many significant and prestigious global contracts.
  • AVMI takes a highly professional approach to working practices and engineering methodologies and is a GLOBAL AVIXA (APEX) DISTINCTION holder.
  • A rapidly growing business that provides great opportunity for development and progression
  • Great team environment, underpinned by pride in the effectiveness of our innovation and team pride in our achievements.