AV Support Technician

Alecto Recruitment; Greater London; Hybrid; GBP 38,000 - 43,000; Full time

Job summary

Alecto Recruitment is seeking an AV & Collaboration Support Technician to cover South UK with regular travel. You will diagnose and resolve AV/video conferencing faults, support customers remotely and on-site, and manage tickets in a fast-paced environment.

You will work with leading collaboration platforms and be part of a team that mentors others while delivering reliable, high-quality service to customers across multiple regions.

Qualifications

• Experience in AV, video conferencing or technical support environment.
• Comfortable managing multiple priorities and delivering customer service.
• Willingness to travel across regions.

Responsibilities

• Diagnose and resolve AV and video conferencing faults.
• Provide support via phone, email, chat, video calls and remote access tools.
• Visit customer locations when on-site troubleshooting is required.
• Manage support tickets accurately and efficiently.
• Escalate complex issues when necessary.
• Support and coach Tier 1 engineers.

Job description

AV & Collaboration Support Technician

South UK coverage (Regular travel)

£38,000 to £43,000 per annum

Love Solving Technical Problems Others Can't?

When a video conferencing system fails moments before a board meeting, when a meeting room suddenly goes offline, or when a customer needs an urgent fix to keep their business running, you're the person people turn to.

If you enjoy troubleshooting, take pride in finding solutions quickly, and want to work with cutting-edge AV and collaboration technology, this could be the opportunity you've been looking for.

What's In It for You?

You'll join a highly skilled technical support team where every day brings a new challenge. You'll work with modern collaboration technologies, support customers across multiple regions, and can build expertise in some of the most widely used AV and unified communications platforms in the world.

• Exposure to enterprise-level AV and video conferencing environments
• A mix of remote support and on-site technical work
• Opportunities to mentor junior technicians
• The chance to become a trusted technical expert for key customers
• A collaborative team culture where your knowledge and ideas are valued
• Ongoing development within a growing managed services environment

What You'll Be Doing

As a Support Technician, you'll take ownership of customer issues from first contact through to resolution.

You'll:

• Diagnose and resolve AV and video conferencing faults
• Provide support via phone, email, chat, video calls and remote access tools
• Visit customer locations when hands-on troubleshooting is required
• Manage support tickets accurately and efficiently
• Keep customers informed and reassured throughout the resolution process
• Escalate complex issues when necessary
• Support and coach Tier 1 engineers
• Participate in preventative maintenance activities and system health checks
• Work closely with suppliers, engineers and technical specialists to deliver successful outcomes
• Help improve internal processes and customer service standards

Who We're Looking For

You're not just technically capable. You're someone who genuinely enjoys helping customers and solving problems.

You’ll likely have experience in an AV, video conferencing or technical support environment and be comfortable managing multiple priorities without compromising service quality.

You’ll stand out if you are:

• Calm under pressure
• Naturally curious and analytical
• Highly organised
• Customer-focused
• A strong communicator
• Equally comfortable working independently or within a team

Technical Experience We're Interested In

You don't need experience with everything listed below, but strong exposure to several of these technologies would be beneficial:

• Microsoft Teams Rooms
• Zoom Rooms
• Poly
• Neat
• Cisco
• Yealink
• Crestron
• QSC
• Extron
• Audio DSP platforms
• AV signal distribution systems
• Meeting rooms, conference spaces, lecture theatres and auditorium environments

Bonus Points if You Have

• Experience supporting managed AV services
• Knowledge of ITSM or ticket management platforms such as Zendesk, ServiceNow or similar
• Experience working to service level agreements (SLAs)
• Strong understanding of Microsoft Teams technologies
• A passion for delivering outstanding customer experiences and continuous improvement

INDLS

Ready for Your Next Challenge?

If you're an experienced technical support professional looking to deepen your expertise in AV and collaboration technologies while making a real impact on customer success, we'd love to hear from you.