Service & Technical Support Engineer

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

upto £50,000 dependant on experience | Hybrid working | Godalming / Guildford, Surrey

Love troubleshooting complex technology? Want to combine hands‑on technical expertise with a role where you genuinely own the solution?

AV Solutions Group is looking for a Service & Technical Support Engineer to join our growing Aftercare team, supporting some of the most sophisticated residential AV and smart home installations in the UK.

This is an opportunity to work with premium smart home technology, solve interesting technical challenges and become a trusted point of contact for clients. You'll take ownership of issues from initial diagnosis through to resolution, using your networking expertise and AV knowledge to resolve problems remotely wherever possible, with occasional site visits when needed.

A hybrid role and ongoing technical development, this is an excellent opportunity for an engineer who enjoys problem‑solving, values great customer service and wants to make a real impact.

What you’ll be doing

Technical support & troubleshooting

• Take ownership of incoming support requests, triaging new issues within two hours and managing tickets through to resolution.
• Diagnose and resolve technical issues remotely across smart home automation, AV, networking, lighting control and connected systems.
• Investigate network faults, identify root causes and determine whether issues relate to infrastructure, configuration or connected equipment.
• Manage and prioritise multiple live issues, ensuring every ticket has a clear next step, owner and timescale.
• Escalate complex issues with clear diagnostic notes and a record of the troubleshooting already completed.

Client service & site visits

• Communicate directly with clients, providing clear updates and explaining technical issues in a straightforward, reassuring way.
• Attend scheduled maintenance and new‑client takeover visits, alongside occasional reactive or emergency callouts.
• Ensure onsite work is fully documented, with outstanding actions followed through to completion.
• Identify opportunities to improve system reliability and flag potential remedial works or upgrades.
• Keep Zendesk tickets and technical records accurate and up to date.
• Work closely with the wider technical team to resolve recurring issues and improve first‑time fixes.
• Share knowledge and troubleshooting insights to strengthen the team’s technical capability.

What we’re looking for

• Experience supporting high‑end residential AV, smart home or integrated technology systems.
• Strong IP networking knowledge, including DHCP, DNS, VLANs, managed switches, routing, Wi‑Fi and PoE.
• The ability to troubleshoot network faults methodically and confidently, including remotely.
• Hands‑on experience with smart home control systems such as Control4, Crestron Home or Lutron.
• Excellent client communication, organisation and ticket‑management skills.
• A methodical, proactive approach: you take ownership, follow up and see problems through to resolution.
• The ability to read technical documentation and schematics.
• A full UK driving licence and the ability to attend client sites when required.

Particularly useful experience

• Professional networking platforms such as Ruckus, Cisco, DrayTek, UniFi or Fortinet.
• Crestron Custom systems and working alongside programmers to investigate more complex faults.
• RTI, Savant or other residential automation platforms.
• Zendesk or another helpdesk/ticketing system.

You don’t need to have worked with every platform listed. We’re looking for strong technical fundamentals, relevant AV experience and the ability to learn.

What’s on offer?

• upto £50,000 dependant on experience
• Hybrid working, with three days a week in the office
• Monday to Friday, 9am–5pm
• 32 days’ annual leave, including bank holidays, your birthday and the Christmas shutdown
• Company laptop and mobile phone
• Ongoing training and professional development
• Company social events throughout the year
• Approved overtime paid where applicable for occasional out‑of-hours support or emergency callouts

About AV Solutions Group

AV Solutions Group designs and installs high‑end smart home technology, delivering integrated AV, networking, lighting control and automation solutions for discerning residential clients.

With our Surrey HQ in Peasmarsh, Guildford, and projects across our Surrey and London businesses, we’re committed to technical excellence, innovative problem‑solving and outstanding client service.

We believe in working together, being open and fair, and taking pride in the quality of what we deliver.