Service Technician

Prospero Integrated; St Albans; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in Audio Visual services is looking for an experienced professional to manage service tickets and provide technical support across the UK. You will coordinate service activity, conduct on-site repairs, and ensure strong customer communication. Ideal candidates should have a minimum of 3 years in an AV or IT service environment, excellent problem-solving skills, and the ability to manage their own schedule. This role offers opportunities for career progression into a supervisory position.

Qualifications

• Minimum 3 years’ experience in an Audio Visual or IT service environment.
• Ability to work independently and as part of a team.
• Proactive approach to problem-solving.

Responsibilities

• Manage all UK service tickets using ServiceNow.
• Schedule service visits for field engineers.
• Conduct on-site repairs and technical support.

Skills

ServiceNow

Customer Communication

Problem-solving

Attention to detail

Time Management

Tools

Crestron

AMX

QSys

Biamp

Job description

Location: Flamstead (with travel to London and across the UK)

Reporting to: Technical Manager

This is a great opportunity for an experienced Audio Visual or IT service professional who is looking to transition off the tools and progress into a supervisory role. Working full‑time from our clients office, you will provide remote support to contracted customers and coordinate service activity across the UK. This role offers a clear development pathway towards becoming a Service Supervisor.

You will be the key point of contact for managing service tickets, organising engineer visits, and supporting customers remotely, while also carrying out occasional on‑site service work. Experience using ServiceNow is essential.

Key Responsibilities

• Service Ticket Management:
• Manage all UK service tickets using ServiceNow and other tracking tools. Ensure all service reports are completed, sanitised, and shared with clients.
• Schedule and arrange service visits for UK field engineers.
• Occasional Site Visits:
• Carry out on‑site service visits when required, meeting agreed response times and completing all relevant documentation.
• Preventative Maintenance:
• Arrange Preventative Maintenance Visits (PMVs) in line with contract agreements. Update and maintain asset registers after each visit and provide accurate feedback to the Service Coordinator.
• Repairs & Technical Support:
• Conduct or arrange on‑site repairs as appropriate, completing all paperwork and communicating updates with the Service Coordinator.
• Customer Communication:
• Work closely with the Service and After Sales Coordinators regarding incoming service calls, follow‑up visits, scheduling, and customer expectations.
• Reporting:
• Ensure all paperwork is completed accurately and submitted in a timely manner, keeping all records up to date.
• Additional Duties:
• Perform other tasks as directed by the Technical Manager.

Requirements

• Minimum 3 years’ experience in an Audio Visual or IT service environment
• Ability to work independently, as part of a team, and under supervision
• Proactive, positive approach to problem-solving
• Strong attention to detail and excellent record‑keeping skills
• Solid understanding of integrated AV systems and their maintenance requirements
• Ability to manage your own workload and travel schedule
• Physically capable of performing service duties (including manual handling across multiple sites)
• Basic understanding of Crestron, AMX, QSys, and Biamp systems, including the ability to distinguish software vs. hardware faults