IT and AV Service Desk Support Specialist

Unified Support; Thatcham; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

BUPA Health care (optional)

Dental cover

28 days holiday incl. bank holidays

Auto-enroll pension

Job summary

Unified Support seeks a Service Desk Support Specialist for our Maidenhead-based operations. The role handles inbound fault tickets, supports AV equipment, and oversees IT systems across sites. Training will cover AV elements, with opportunities to work on up-to-date hardware and software.

This is an office-based role requiring proactive communication and strong problem-solving skills. Responsibilities include 1st/2nd line support, ticket logging, and assisting with relocations and project

Qualifications

• Strong IT support experience and familiarity with Windows OS.
• Experience with AV software/hardware and basic networking concepts.
• Able to log tickets, triage incidents, and provide 1st/2nd line support.
• Willingness to learn AV elements and certification would be beneficial.

Responsibilities

• Handle inbound fault tickets and manage helpdesk direction for AV equipment.
• Oversee IT systems and assets, assist with upgrades and fixes.
• Prepare AV hardware and accessories for project installations.
• Maintain service desk knowledge and respond to tickets promptly.
• Support office relocations and communicate with site contacts.

Skills

IT support

Windows OS

CRM experience

MS Teams

AV knowledge

Tools

QSC

Crestron

Extron

AMX

Cisco

Lifesize

Zoom

Datapath

Brightsign

Scala

OneLAN

Job description

Service Desk Support Specialist

We are currently recruiting for a Service Desk Support Specialist working within a rapidly expanding Audio-Visual company based in Maidenhead. Our ideal candidate will have strong IT support experience, training will be offered to cover the AV element of the role. IT certifications would be beneficial. This role is office-based.

Brief Overview of Role

Responsible for inbound fault ticketing and the direction of the helpdesk function for Audio Visual equipment for various job sites

Oversees internal IT systems and assets, and assists with upgrades and fixes.

Preparation of Audio-Visual hardware and accessories ahead of project installation to ensure all required items are configured correctly.

80%

Accountabilities Include: Knowledge & Key Skills

• Deployment and management of company IT hardware & software.


• Call logging/ticketing / 1st and 2nd line support within their SLA.


• Supporting and troubleshooting a wide variety of AV software and hardware (Including but not limited to): Audio (Program and Speech, DSP-based systems) – (QSC, Biamp, Shure and Poly sound structure), Projection and Display Devices (Maintenance), Custom Control Systems (AMX/Crestron/Extron/SY), Audio and Video Conferencing Cisco/ Lifesize/ Polycom/ Zoom/ Microsoft Teams), Microsoft Hub, Digital Signage Systems (Scala/OneLAN/Brightsign), Video Wall Display Systems (Datapath/Dexon), IPTV (Exterity /Mediastar/Tripleplay)


• Leaving the support function in such a state that colleagues could easily pick it up during an absence.


• Communicating with customers and site contacts


• RMA management


• Reporting


• Making sure the Service Department is clean, and tidy, and acting on any H&S issues.


• Work with Microsoft-powered devices and partner equipment we install as part of our Microsoft Teams Rooms.


• Manage updates of the hardware during the pre-staging process.


• Work with our wider team to become the company's point of contact for troubleshooting and issues.


• Maintaining a good and up-to-date working knowledge of the latest technologies relevant to the company’s projects


• Assist in office relocations.

20%

Additional Responsibilities

• Follow appropriate departmental and company procedures and policies (i.e. change control, problem and incident management)


• Monitor performance through scorecard.


• Monthly meetings with on-site primary contact


• Completing post-job and PM reports


• Proving phone/email tech support


• Reporting ticket management


• Product research and development for client requirements


• Continue with PDP and applicable training.


• IMS and Quality Policy awareness and development

Essential

• Strong understanding of Windows Operating Systems and IT experience (training will be offered for the AV element)


• Must be well organised and can prioritise workload effectively whilst liaising with colleagues pro-actively.


• Ability to multi-task, work under pressure, and to tight deadlines.


• A desire to learn and improve skills and knowledge.


• Fast learner, energetic, enthusiastic


• Adaptable and flexible to business demands


• Strong organisational and planning skills


• Positive ‘can-do’ attitude


• Able to work independently and as part of a team.


• Good numeracy and written skills


• PC skills – Excel, Word, MS Teams & MS Office


• CRM experience


• Quick response to service desk tickets

Package

• Tools: PC


• Auto-enroll pension kicks in month 3 of employment. Details will be covered in the induction.


• Probationary period 6 months then personal cover: BUPA Health care (chargeable optional cover for family if requested)


• Dental cover (as above)


• 28 days holiday including the 8-bank holiday days