Senior Support Engineer

SENIOR SUPPORT ENGINEER

AUDIO VISUAL

SMART HOME AUTOMATION / COMMERCIAL SECTOR

30,000 TO 35,000 PER ANNUM

COVERING LONDON AREA

About the Role
Are you ready to be the technical backbone of my clients team?

As a Senior Support Services Engineer at a highly established business, you'll be the go-to expert for both our clients and your team. You'll handle technical escalations, mentor junior engineers, and ensure seamless service delivery. Your daily tasks will include responding to client tickets, diagnosing and resolving issues efficiently, and meticulously documenting all resolutions. You'll also play a pivotal role in maintaining the clients support systems, such as Freshdesk, and ensuring resources and client assets are well-organized. Their projects span video conferencing, audio, networking, and control systems, so they're looking for someone experienced and eager to learn new technologies like Mago, Yealink, DSPs, and control systems such as QSC and Crestron.

Key Responsibilities

Technical Mastery

• Identify, troubleshoot, and resolve issues with AV equipment, including video displays, audio systems, networking components, and control systems (Crestron, QSC, Bose, Yealink, Neat, etc.).
• Set up and program AV systems to meet client needs.
• Keep abreast of the latest AV technologies and industry standards.

Customer Support & Service

• Act as the primary contact for technical support, offering remote and on-site assistance as required.
• Address client service tickets with professionalism, efficiency, and adherence to SLAs.
• Conduct preventative maintenance and routine system health checks.
• Keep detailed records, including incident reports, client asset inventories, and documentation.

Team Leadership & Mentorship

• Serve as an escalation point for junior engineers.
• Provide training and mentorship, sharing best practices and technical knowledge.
• Delegate tasks and ensure the service team's work meets quality standards.

Project & System Management

• Support project handovers and ongoing system maintenance.
• Enhance remote access technologies and contribute to new remote support strategies.
• Deliver clear, concise, and professional documentation to clients, including reports, manuals, and 'how-to' guides.

What We're Looking For

• Proven experience in troubleshooting, installing, and supporting AV systems, both in-office and on-site.
• In-depth technical knowledge of video conferencing, audio, networking, and control systems.
• A strong customer service orientation with excellent problem-solving abilities.
• Leadership skills, with a knack for mentoring and guiding junior engineers.
• Experience with platforms like Freshdesk for managing service tickets is a plus.
• A systematic and approachable problem-solving style.
• Certifications such as CTS (Certified Technology Specialist) are advantageous.

INDAV

How to Apply: Interested candidates are invited to submit their CV and a cover letter detailing their relevant experience and qualifications to (url removed) or you can call on (phone number removed) # 207.

Alecto Recruitment Limited is acting as an employment business for this vacancy.

We thank all applicants who respond, but only those shortlisted will be contacted.

You can be:
Senior AV Engineer, AV Installer, Audio Visual Engineer, Smart Home Engineer, Control4 Programmer, Crestron Programmer, Lutron Programmer, Networking Specialist, IP Network Engineer, Home Automation, Super-Prime Residential AV, AV Project Manager, High-End AV Engineer