Job Title: Audio Visual Technical Supervisor

Salary: £45,000 - £65,000 (Depending on experience)

Type: Full-Time, Permanent

Reports to: Service Delivery & Operations Manager

Main Purpose of the Role

We are seeking an experienced Senior AV Professional to join our client in their Service & Support division. This role involves providing expert technical support to both onsite and field engineering teams, as well as offering guidance to their service desk and valued clients. You will be responsible for reviewing field engineering reports, offering next-step recommendations, estimating timeframes, and advising on required hardware and skill sets. Staying up-to-date with technological advancements is crucial, as you will ensure that the service team remains well-trained on all supported products. Success in this role will require strong technical expertise, excellent time management, customer service skills, and a commitment to meeting service level agreements (SLAs) and key performance indicators (KPIs).

Main Responsibilities

Provide expert support to clients, service engineers, and the customer service desk.
Build strong relationships with high-end clients, offering empathetic and efficient solutions.
Take responsibility for issues from the initial report through to resolution.
Ensure code requests are processed promptly and with complete details.
Offer technical assistance to the Sales team as needed.
Diagnose and resolve reported issues, coordinating with service engineers and relevant teams.
Provide telephone and remote support when required.
Work closely with all internal teams to deliver timely solutions for clients.
Maintain accurate records and ensure technical data is well-organised and easily accessible.
Manage supplier relationships concerning technical support, returns, repairs, and parts specifications.
Identify and address technical needs at client sites, advising on any necessary actions.
Follow all company policies related to quality, environment, and health and safety.

Essential Skills and Expertise

Automation & Control Systems:

Crestron: Custom programming and system automation.

Q-Sys: Programming expertise.

Lutron: Working knowledge of programming.

Control4: Programming and system design.

System Integration: Experience integrating lighting, AV, HVAC, security, and access control systems.

Technical Support & Troubleshooting: Proficiency in hardware diagnostics, software updates, and network optimisation.

Cabling & AV Systems: Familiarity with CAT5/CAT6, Fibre Optic, HDMI Distribution, Wire Storm, Crestron, Control4, and Lutron.

Networking Expertise:

TCP/IP, IPv4/IPv6, VLAN, DHCP, DNS, VPN, NAT.

Wireless & Security:

802.11a/b/g/n, WEP/WPA2-PSK, network firewalls, SSH, ACLs.

If you are passionate about technology, committed to delivering excellent customer service, and eager to work in a dynamic and supportive environment, we encourage you to apply for this exciting role.

If you believe you can fulfil this position, do not hesitate to apply today.

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

If your experience matches, please forward your CV immediately.

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

INDAV

You could be: AV Engineer, Senior AV Engineer, AV Installation, 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, AV Technical Manager, AV Programmer, AV Service Engineer, Audio Visual Service Engineer