At AVM Solutions, we are more than just an audio-visual consultancy—we’re a trusted technology partner focused on creating innovative, purpose-led solutions based on a deep understanding of our clients’ goals.
Driven by our core values of Integrity, Positivity, Empathy, and Innovation, we take a "people-first" approach. We don’t just sell products; we solve business challenges through consultative design, seamless delivery, and long-term proactive support.
Join a forward-thinking team that is redefining how people communicate and collaborate in the modern workplace.
Role Overview
This role within a busy support team is critical in providing remote and on-site support for our customers. The support engineer is responsible for providing remote hands and/or resolving escalated tickets from the support desk.
Key to this is working with the Sales support engineer to ensure a positive user experience and optimal performance of AV technology across various sectors and environments.
Job Description/Responsibilities:
Conduct site surveys to assess project-related requirements, ensuring proper equipment placement and network connectivity. Generate survey documentation for pre-sales.
*Perform routine planned maintenance visits (PMV) in accordance with prearranged bookings. This can include any of the following systems: VC, AV, digital signage, and rack equipment.
*Providing technical onsite support during events and meetings.
*Post resolution, provide training to clients and staff on the use of various room systems, including event spaces, VC spaces, and combined rooms systems.
*Manage RMA processes, including the preparation and shipment of equipment for repair or replacement. Providing communication to manufacturers and liaising with the procurement department.
*Proactively plan and prepare for each site visit with respect to any replacement of hardware, software or resource requirements.
*Maintain a van stock of consumable equipment.
*Assist with triaging tickets on the helpdesk and ensuring frequent comms with customers to keep them up to date, and in accordance with our SLAs.
*Stay up to date on the latest AV technologies and industry best practices to continuously improve support services.
*Represent AVM and uphold our reputation with all clients, suppliers and partners.
*Will be required to undertake duties outside of your job description to support the business.
Person Description:
*Excellent troubleshooting and problem-solving skills.
*Ability to work independently and as part of a team.
*Proven experience as an AV engineer, with a strong technical knowledge of audio, video and signage systems.
*Good understanding of network protocols and infrastructure.
*Excellent communication and interpersonal skills for client interaction and team collaboration.
*Attention to detail and accuracy in work is essential.
*Ability to work under pressure, multitask and prioritise effectively. Must be organised and able to act in a timely manner.
*Ability to work flexible hours, including evenings, based on work event schedules.
*A real self-starter who actively seeks feedback and applies learnings to improve performance.
*Full UK driving license and a willingness to travel to our customer sites. Will involve trips in Europe, but this is rare.
Company Vehicle provided
Location: Hybrid
Career progression opportunities