Service & Technical Support Engineer - Residential AV

Rafferty Resourcing Ltd; Guildford; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Laptop provided

Mobile phone

32 days' annual leave (incl. holidays)

Job summary

Rafferty Resourcing Ltd in Guildford is seeking a Residential AV Technical Support Engineer to join a dedicated team. The role focuses on diagnosing faults, resolving complex AV and home network issues, and keeping sophisticated home systems working, primarily from the office with some on-site work as needed.

You will handle integrated systems (Control4, Crestron, Lutron) and networking (IP/DHCP/DNS/VLANs) while guiding clients remotely and providing clear documentation.

Qualifications

• Experience with high-end residential AV systems.
• Strong networking knowledge including IP, DHCP, DNS, VLANs.
• Ability to diagnose faults and guide clients remotely.
• Comfortable documenting work and communicating with clients.

Responsibilities

• Diagnose faults in integrated residential AV, lighting, and network systems.
• Resolve technical issues and keep home technology working remotely when possible.
• Communicate clearly with clients and document steps taken.
• Occasional site visits may be required, but not the primary focus.

Skills

Residential AV experience

Networking knowledge

Remote diagnostics

Technical support

Tools

Control4

Crestron

Lutron

Cisco

Ruckus

UniFi

DrayTek

Fortinet

Job description

Residential AV Technical Support Engineer

Guildford, Surrey | Permanent | Monday–Friday, 9am–5pm

Salary: Negotiable, depending on experience

Love residential AV but getting a little tired of being out on site every day?

I'm working with a business in Surrey that's looking for a really good technical AV engineer to join its support team.

This is a slightly different opportunity from the usual installation, commissioning or field service positions I recruit for, and I think it could really appeal to somebody who's spent years working with high‑end residential technology but would now prefer a more settled working week.

The role is predominantly office‑based, so rather than spending your days travelling between properties, you'll be the person helping to diagnose faults, resolve technical issues and keep sophisticated home technology working as it should.

And we're not talking about basic IT support here.

You'll be dealing with fully integrated smart homes, complex AV systems, lighting control, home networks and automation technology. When something stops working, you'll need to understand how the different systems communicate, work out where the problem is coming from and, ideally, fix it remotely.

Sometimes that will mean talking a client through a problem. Other times you'll be investigating a networking issue, looking at a control system or working with another engineer to find a solution.

There will still be occasional opportunities to get out on site, but this isn't an installation role.

The Person:

The two things I'm particularly interested in are residential AV experience and strong networking knowledge.

You'll need to be comfortable working with technologies such as:

• Control4, Crestron and Lutron – understanding how integrated residential systems work and how to troubleshoot them.
• IP Networking – DHCP, DNS, VLANs, managed switches, routing, Wi‑Fi and PoE.
• Network Hardware – ideally some exposure to Cisco, Ruckus, UniFi, DrayTek or Fortinet.
• Remote Diagnostics – identifying and resolving problems without always needing to visit a property.
• Technical Support – managing issues, documenting what you've done and keeping clients informed.

You don't necessarily need to have worked on a technical helpdesk before. You could currently be a Residential AV Engineer, Commissioning Engineer, Service Engineer or Programmer who's ready for a change of pace.

What matters is that you genuinely understand the technology, enjoy fault finding and have the patience and communication skills to help people when things aren't working.

Why might this appeal to you?

Well, for starters, it's Monday to Friday, 9am–5pm, and you'll be based in the same place for most of the working week.

You'll still get to use your technical knowledge every day, but without the constant travelling and physical installation work.

There's ongoing training, the opportunity to develop your skills and a team around you when you need to bounce ideas off somebody.

You'll also receive:

• 32 days' annual leave, including bank holidays, your birthday and the Christmas shutdown.
• Company laptop and mobile phone.
• Ongoing technical training and development.
• Company social events.
• Paid overtime where additional out‑of‑hours support is required and approved.

Interested?

I'm particularly keen to speak with experienced residential AV engineers who love the technical side of their work but would welcome a role that's a little less site‑focused.

You might not be actively looking, but if you've been thinking about doing something different with your experience, this could be worth a conversation.