Hybrid Residential AV Support Engineer - Own & Resolve

Cyan Recruitment; Guildford; Hybrid; GBP 30,000 - 50,000; Full time

Benefits offered by this job

Hybrid working

32 days annual leave

Company laptop and mobile

Job summary

AV Solutions Group is seeking a Service & Technical Support Engineer to join our Aftercare team in the UK. You’ll own issues from diagnosis to resolution across residential AV, smart homes, networking and automation, with hybrid working (three days in the office) and site visits when needed.

Key duties include triaging support requests, remote troubleshooting, documenting fixes and keeping clients informed with clear updates. A strong technical foundation and customer focus are essential.

Qualifications

• Experience supporting high-end residential AV and smart home systems.
• Strong IP networking knowledge including DHCP, DNS, VLANs, switches, routing and Wi-Fi.
• Ability to diagnose and resolve network faults remotely and on-site.
• Hands-on with Control4, Crestron Home or Lutron systems.
• Excellent client communication, organisation and ticket management.
• Methodical ownership and follow-through to resolution.
• Ability to read technical docs and schematics.
• Full UK driving licence and willingness to attend client sites.

Responsibilities

• Take ownership of incoming support requests and triage within two hours.
• Diagnose and resolve issues remotely across AV, networking and smart home systems.
• Investigate root causes of network faults and classify as infrastructure or device-related.
• Manage multiple live issues with clear next steps and timelines.
• Escalate complex issues with diagnostic notes and prior actions.
• Communicate with clients with clear, reassuring updates.
• Attend maintenance, handover visits and occasional emergency callouts.
• Document onsite work, actions taken, and update records in Zendesk.
• Collaborate with the technical team to improve first-time fixes and share insights.

Skills

IP networking

Troubleshooting

Client communication

Ticket management

Reading schematics

Driving licence

Education

Technical/engineering background

Tools

Zendesk

Control4

Crestron Home

Lutron

Ruckus/Cisco networking

Job description

AV Solutions Group is seeking a Service & Technical Support Engineer to join our Aftercare team in the UK. You’ll own issues from diagnosis to resolution across residential AV, smart homes, networking and automation, with hybrid working (three days in the office) and site visits when needed.

Key duties include triaging support requests, remote troubleshooting, documenting fixes and keeping clients informed with clear updates. A strong technical foundation and customer focus are essential.