Audio Visual Operations Technician

Overview

This role is critical for maintaining, supporting, and optimising existing technology systems, ensuring high availability, performance, and reliability through proactive monitoring, rapid incident resolution, and effective troubleshooting. The specialist will also provide strategic consultancy on technology roadmaps and system integration to minimise downtime and implement process automation for efficient service management. Exceptional communication and customer service skills are paramount to understand and anticipate the sophisticated requirements of a professional services environment, enabling seamless event execution and end‑user support for Level 2 colleagues.

• Provide Level 3 incident management and resolution for all AV equipment and systems across client London and regional sites, including troubleshooting, diagnosing, and repairing audio, video, lighting and control systems.
• Conduct proactive health checks and preventative maintenance for critical AV infrastructure, including firmware management and software updates.
• Expertly support Microsoft Teams and Zoom, including setup, configuration, advanced troubleshooting and training end‑users on conferencing hardware and integration.
• Manage and maintain digital signage systems, including content creation, scheduling and troubleshooting.
• Contribute to small‑scale AV projects by assisting with planning, execution and coordination.
• Manage all approved AV software licences, including supplier liaison, renewal management, market comparison and proposal development.
• Participate in regional site visits (including overnight stays and travel) to support preventive maintenance checks and incident management.
• Support service continuity planning and restoration efforts, including power downs, black‑building exercises and other planned or unplanned Business Continuity Management activities.
• Provide exceptional customer service, communicating complex technical information clearly and concisely to both technical and non‑technical audiences.
• Document all technical issues, solutions and procedures meticulously, including creating Standard Operating Procedures (SOPs).
• Work effectively with other technicians and support staff, mentoring junior technicians as needed and contributing to a shared knowledge base.
• Comply with all health and safety regulations, including safe manual handling of equipment.
• Apply a systematic approach to diagnosing complex, intermittent, and multi‑system AV faults, performing root cause analysis and implementing permanent fixes.
• Coordinate effectively with manufacturers and third‑party repair services for component‑level troubleshooting and repair.
• Manage vendors effectively through clear communication and negotiation with AV manufacturers and integrators.
• Lead and manage complex technical projects, encompassing planning, execution and delivery, considering timelines, risks and dependencies.
• Take full ownership of issues from inception to resolution, ensuring high‑quality service delivery.

• AV Systems
  : deep understanding of audio, video, lighting and control systems, including codecs, signal routing and matrix switching.
• Video Conferencing
  : expertise in Microsoft Teams (including Townhall) and Zoom, advanced troubleshooting of video, audio and content sharing issues, understanding of SIP/H.323 protocols and cloud‑based conferencing services.
• Microsoft Teams Ecosystem
  : expert‑level knowledge of MTR deployment, configuration, management and troubleshooting (Windows and Android), deep understanding of MTR peripherals (certified cameras, microphones, speakers, touch panels) and network optimisation for Teams, including QoS.
• Audio Systems
  : advanced knowledge of digital signal processors (DSPs) such as Biamp Tesira, QSC Q‑SYS, Shure Intelli Mix; expertise in microphone technologies and loudspeaker systems, amplification, acoustic principles, routing, mixing and gain structure optimisation; familiarity with Dante/AVB/AES
  67 audio networking protocols.
• Display Technologies
  : expertise in projectors, interactive displays, LED walls and commercial‑grade LCD/OLED screens, display calibration, resolution management and…