Audio Visual Service Desk Engineer

Rafferty Resourcing; Portsmouth; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading recruitment consultancy in the UK seeks an Audio Visual Service Desk Engineer to enhance customer service through technical support. The role involves diagnosing AV issues remotely, maintaining client relationships, and assisting with internal IT support. Successful candidates should possess strong communication skills and familiarity with AV systems. This hybrid role requires occasional travel to the office and client sites, with a negotiable salary based on experience.

Qualifications

• Familiar with AV systems and tools.
• Excellent communication and relationship-building skills.
• Experience in customer service roles.

Responsibilities

• Manage and troubleshoot AV faults remotely.
• Provide technical responses to helpdesk tickets.
• Log and maintain records of client communication.

Skills

Familiarity with Crestron, AMX, Extron, QSC, Logitech, Poly, and Shure systems

Proficiency in remote management tools

Outstanding communication skills

Experience in a customer service capacity

Experience dealing with standard SLA contracts

Job description

Audio Visual Service Desk Engineer

We are currently recruiting for an individual to maintain exceptional customer service standards through helpdesk and remote technical support. As a part of a busy support desk team, your primary responsibility will be remotely diagnosing and resolving issues at clients' sites across the UK and Europe. You will be responsible for logging, identifying, and fixing issues while keeping the end‑user informed about progress. Additionally, you will be a crucial member of the Internal IT Helpdesk, providing day‑to‑day support and resolving IT issues for your colleagues.

This is a fantastic opportunity for someone passionate about technology and keen to further a career in the AV industry.

The Role

• Managing and remote troubleshooting AV faults and supporting AV service requests and planned changes.
• Providing a technical response to tickets received into the helpdesk.
• Maintaining daily records of all activities and communication with clients through the ticketing system.
• Providing a prompt and responsive service to customers, ensuring they are kept up to date and informed on progress.
• Assisting with the build and implementation of a new remote monitoring platform roll‑out.
• Visiting client sites from time to time, if required.
• Carrying out repairs to equipment when possible or organising for collection and delivery to manufacturers.
• Building relationships with clients to ensure Service Contracts are renewed.
• Providing support with the internal IT support desk and dealing with day‑to‑day tickets raised by co‑workers & colleagues for IT assistance.

The Person

• Familiarity with Crestron, AMX, Extron, QSC, Logitech, Poly, and Shure systems.
• Proficiency in remote management tools.
• Outstanding communication skills and the ability to establish strong client relationships.
• Proven experience in a customer service capacity.
• Past experience dealing with standard SLA contracts.

Additional Information

• This can be a hybrid role; you will need to travel to the office 1–2 times a week and be able to travel to client sites when required.
• It is a great opportunity for someone looking to expand their skill set and further their career within the AV industry.
• You will be working within an established team of experts who are super friendly and supportive.
• Salary is negotiable depending on experience; discuss with us in confidence.

Rafferty Resourcing

Rafferty Resourcing is an award‑winning recruitment consultancy that specialises in Audio Visual recruitment. We are acting as an employment agency for this permanent position and supporting our client with the recruitment process. By applying for this job, you accept the T & C's, Privacy Policy and Disclaimers which can be found on our website. For more details please contact Jodie or Martyn.