Onsite AV Team Leader

Onsite AV Team Lead - Roles and Responsibilities:

Principal onsite AV Technician delivering and supporting a break-fix contract with a prestigious Law Firm, based in London.

Responsible for maintaining high levels of client satisfaction.

Empowering users to be more self-sufficient by running a structured user training program for users and support staff.

Fostering a continued improvement culture within the AV delivery team.

Managing a small team of on-site AV technicians.

Managing and scheduling a shift pattern for the on-site AV Technicians.

Responsible for tracking and recording all service requests.

Responsible for the allocation of work assignments among the AV Technicians.

Compile weekly, monthly, and quarterly active reports and presenting findings to client’s executive team.

Implementing a client satisfaction program/survey.

Managing clients’ expectations and ensuring that the service SLA is met across all reported tickets.

Be competent with back-end / remote troubleshooting on VC systems across the estate. i.e.- Cisco/ Microsoft Teams rooms.

Be competent in the AV Technician’s day-to-day duties and capable of performing their duties.

Working with the client’s IT team and vendors (such as Network Operations/IT/) to resolve faults found across VC Rooms / AV equipment.

Liaising with the on-site team and service desk to ensure good communication of updates and resolutions.

Become competent with the internal ticketing system. You will be required to update/ action incidents as they come in and follow up on troubleshooting reported faults.

Ensuring that weekly room sweeps are conducted and activities are recorded.

Ensuring preventative maintenance is carried out in line with the manufacturer's recommendations.

Ensuring all AV equipment is recorded correctly (IPs and serial numbers) and that, as spare stock is used, these are replaced.

Upselling additional support services and promoting technology refreshes throughout the AV estate.

Required/Desired Knowledge, Experience, and Skills:

Staff management and superior client relationship management is a requirement for this position (i.e., exhibiting leadership skills, also a sense of issue ownership and the ability to create a healthy working atmosphere within the AV team and client contacts).

Preference will be given to those applicants possessing any of the following characteristics:

Experience with staff management and leadership (1-3 years)

Experience with audio-visual related systems (3- 5 years of AV support preferred)

Experience with video conferencing, unified communications, and collaboration platforms

Previous experience working with Law Firms and supporting their ecosystems

Very good knowledge of VC systems (Logitech, Poly, Cisco, Zoom, Microsoft Teams, Crestron/QSYS, etc. ) and use of AV bridges and interfaces

Knowledge of Digital Signage systems

Good IT knowledge

Experience in providing face-to-face client technical systems support

Experience with supporting internal and external client relationships

Forward-thinking individual, with diligence and efficiency in multitasking

Possessing the ability to take ownership and provide solutions toward resolution

Excellent communications and client service skills, with consistent follow-through

Education/Certifications: Preferences will be given to those applicants possessing any of the following characteristics:

Client relations-related training/certifications

AVIXA CTS related certifications

Audio DSP related certifications

Vendor VC system certification – e.g. Cisco, Poly

Microsoft Teams – installation and maintenance

Crestron related certifications

QSC related certifications

Networking/IT related certifications

NB Training will be given onsite whilst onboarding.

The role is Monday – Friday 7am – 7pm (37.5 hours per week).

Based on-site at our client in London

Benefits:

Pension

Private Healthcare

Cycle to work scheme

Eyecare vouchers

20 days annual leave, plus a day for your birthday and Welfare Day