AV Engineer - Cambridge

To manage all operational activity within my client's contract based at our client site. Technical AV Lead is to act as the client focal point for all day to day operational issues relating to the contract and onsite team.



The overriding priority will be to ensure users are fully supported and any faults are attended to and responded to within our SLA.
 

 
·       Responsible for ensuring all faults are resolved and equipment schedules are managed and to provide support to the   Service Account Manager (SAM) as required.

·       You will be required to attend monthly client meetings and cascade key messages to and from the onsite team. 

·       Escalation within the support team to support for more in-depth, long term fix or repair and the management of any escalation of that fault to third parties i.e. phelpdesk or third party manufacturers. 

·       will be expected to manage and take ownership of any fault escalated to 2nd line through to resolution.

·       Technical AV Lead  will also ensure that any requests for “white glove” services to key meetings are facilitated and executed without fail, to set up processes and develop internal relationships with other ARM teams to facilitate this.

 
·       Provide maintenance services for all conference room technical systems including projectors, VC and audio conferencing equipment and infrastructure. This work includes RMA of equipment, trouble shooting and repairs of any physical device/layer problems

·       Service tickets from an assigned ticketing queue to service support requests for white glove meeting room support  / maintenance/repair

·       Work with proAV and client teams to ensure a smooth transition from any installations / sign off phase to building BAU operation

·       Participate in development and maintenance of departmental workflow and standard operation procedures applicable to maintenance and local specific documentation

·       Participate in Special Projects such as (but not limited to) compilation of asset lists, inventory tracking, deployments and general documentation

·       Manage and coordinate a program of ad hoc and planned User Training sessions particularly during transition from  installation to client operational status & work with wider teams to facilitate this.

·       Provide monthly communication and metrics to upper management  around Maintenance support requests:

o   Preventative Maintenance (rooms inspected, avg. inspection time, etc.)

o   Break-Fix

·       Travel to locations in Cambridge areas and occasionally other UK locations

·       Driving licence and car essential

 
 
·       Ability to work in a very high pace and dynamic environment

·       Ability to quickly adapt to changing needs, infrastructure, and evolving business processes

·       Ability to work closely with the user community, interpret issues, understand requirements, and rapidly deploy solutions

·       Ability to work directly with end users on issue resolution, and process development

·       Strong interpersonal and communication skills

·       Ability to analyse metrics, extracts trending data, provide status reports and provide

·       Continuous improvement recommendations

·       Ability to create and maintain technical and functional documentation

·       Zoom, Crestron & Polycom experience essential

·       Experience on multiple operating system platforms (Windows and  Mac) is preferred

·       Excellent customer relations skills