Senior AV Service Desk Engineer — Expert Diagnostics

Ricoh UK; Preston; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Competitive salary package

Stakeholders Pension Scheme

Professional growth opportunities

Collaborative work environment

Access to latest AV technologies

Job summary

Pure Audio Visual, part of Ricoh, is seeking a Senior Service Desk Technician in Preston to support professional AV systems for diverse clients. You will diagnose faults, perform remote and on-site troubleshooting, and coordinate with field engineers to meet SLAs.

The role requires strong AV knowledge, excellent customer service, and IT competency, with opportunities to contribute to technical documentation and knowledge bases. A collaborative team environment is offered.

Qualifications

• Strong technical knowledge of professional AV systems.
• Excellent troubleshooting and diagnostic abilities.
• Outstanding customer service and communication skills.
• Strong IT competency.

Responsibilities

• Provide 1st & 2nd line technical support, including remote fault replication, signal flow analysis, configuration checks, and liaising with 3rd-line/vendor support where required.
• Review and triage support tickets to determine priority, technical complexity, and required resources.
• Allocate and coordinate work with field service engineers, ensuring all relevant technical information is communicated clearly.
• Schedule engineer callouts and preventative maintenance visits, ensuring service level agreements (SLAs) are met.
• Monitor, update, and maintain asset management systems, including device status, firmware versions, warranty information, and maintenance records.
• Manage RMA processes, including diagnostic reporting, warranty checks, supplier communication, and tracking of replacement units.
• Liaise with manufacturers and suppliers to support technical troubleshooting, firmware updates, configuration issues, and procurement of repair/replacement parts.
• Maintain accurate documentation within the Service Now ticketing platform, ensuring all fault descriptions, technical steps taken, and resolutions are recorded.
• Assist with system testing and validation, including remote firmware updates, configuration uploads, and performance checks when appropriate.
• Support the continuous improvement of internal processes, knowledge bases, and technical documentation.

Skills

AV systems knowledge

Troubleshooting

Remote support

Customer service

IT competency

Tools

ServiceNow

Job description

Pure Audio Visual, part of Ricoh, is seeking a Senior Service Desk Technician in Preston to support professional AV systems for diverse clients. You will diagnose faults, perform remote and on-site troubleshooting, and coordinate with field engineers to meet SLAs.

The role requires strong AV knowledge, excellent customer service, and IT competency, with opportunities to contribute to technical documentation and knowledge bases. A collaborative team environment is offered.