Onsite Support Technician

AVI-SPL Limited; City of Westminster; On-site; GBP 30,000 - 40,000; Full time

Job summary

A digital enablement solutions provider in the City of Westminster seeks an Onsite AV Technician to support and manage integrated conference rooms and AV equipment. The role requires troubleshooting skills, exceptional customer service, and the ability to operate live event hardware. Ideal candidates will have experience with Cisco Webex and Zoom, and possess strong communication skills. This position is critical in ensuring customer satisfaction and maintaining operational excellence in AV services.

Qualifications

• Experience in supporting end users in Cisco Webex or Zoom.
• Exceptional customer service mentality with a focus on quality.
• Ability to perform routine testing for AV systems.
• Organizational skills and flexibility in task approach.
• Capable of communicating effectively with a range of technical levels.

Responsibilities

• Maintain regional ticket queues and log incidents.
• Ensure AV/VC spaces are presentable and fully operational.
• Provide remote support and troubleshoot AV equipment.
• Collaborate with team members to manage tickets efficiently.

Skills

Cisco Webex

Zoom

Customer service

AV troubleshooting

Technical aptitude

Communication skills

Tools

Cisco VC endpoints

Logitech VC endpoints

Job description

Overview

The Onsite AV Technician provides support and management of fully integrated conference rooms, boardrooms, and large complex environments such as auditoriums. The Technician interfaces daily with the customer and acts as an extension of their team. Their responsibilities generally include the operation and functional testing of all AV and integrated conference room components/equipment, as well as the operation of live event hardware. The Technician works in cooperation with the customer's management team in support of their equipment and user community. This position is a key part of the overall relationship between AVI‑SPL and the customer, ensuring the client’s needs are prioritised and met. The successful candidate would need to possess excellent communication skills and have a good understanding of AV systems and technology.

Responsibilities

• Maintain all regional ticket queues for the respective region.
• Log incidents and assign resources where required.
• Takes ownership of local break‑fix issues, reporting to the relevant AV helpdesk where applicable.
• Ensures all AV/VC spaces are presentable for use.
• Provide remote support for other locations in the region.
• Perform other AV/VC related tasks as directed by the customer or AVI‑SPL's Service Management team.
• Work closely with Customer Delivery Leads and AVI‑SPL helpdesk to update relevant CRM platform tickets.
• Collaborate with bank, AVI‑SPL helpdesk, and field service technicians where required.
• Ensure all on‑site equipment is maintained and kept in working order with faults reported via the on‑site procedures through daily tasks.
• Liaise with remote offices regarding room checks and incident support.
• Carry out in‑room troubleshooting of AV equipment and rooms within time constraints.
• Maintain total confidentiality relating to information received for presentations and broadcasts, etc.
• Provision of reporting via client CRM systems to AVI‑SPL Service Management to allow analytics, feeding into regular client service reviews.
• Tier 2/3 AV troubleshooting of AV space.

Qualifications

• Experience in supporting end users in a Cisco Webex/Zoom.
• Exceptional customer service mentality and attitude, offering a "best in class" service while working with all levels of seniority.
• Ability to perform routine testing and general operation for video‑conferencing systems, projectors, microphones, speakers, amplifiers, audio desks, and auditorium hardware.
• Technical aptitude with the ability to learn and teach new technologies.
• Ability to train highly technical participants while balancing the needs of less technical attendees.
• Be organised and flexible with the ability to approach different types of tasks during the working day.
• Being able to prioritise and work under pressure.
• Capable of good communication skills, both verbal and written.
• Be able to work to the highest quality standards.
• Willing to undertake training and examinations to improve technical knowledge.

Preferred Skills

• Experience with Cisco and Logitech VC endpoints.
• Be available and flexible to work overtime if required.
• Be organised and flexible with the ability to approach different types of tasks during the working day.
• Willing to undertake training and examinations to improve technical knowledge.
• Be available and flexible to work overtime if required.
• Capable of good communication skills, both verbal and written.
• Maintain high quality standards with attention to detail, ensuring thorough completion of work.

Company

AVI‑SPL is a digital enablement solutions provider that transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, including award‑winning managed services. Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team, and that an inclusive and diverse workplace moves us all forward.