Service & Technical Support Engineer

upto £50,000 dependant on experience | Hybrid working | Godalming / Guildford, Surrey

Love troubleshooting complex technology? Want to combine hands‑on technical expertise with a role where you genuinely own the solution?

AV Solutions Group is looking for a Service & Technical Support Engineer to join our growing Aftercare team, supporting some of the most sophisticated residential AV and smart home installations in the UK.

This is an opportunity to work with premium smart home technology, solve interesting technical challenges and become a trusted point of contact for clients. You'll take ownership of issues from initial diagnosis through to resolution, using your networking expertise and AV knowledge to resolve problems remotely wherever possible, with occasional site visits when needed.

A hybrid role and ongoing technical development
, this is an excellent opportunity for an engineer who enjoys problem‑solving, values great customer service and wants to make a real impact.

• Take ownership of incoming support requests, triaging new issues within two hours and managing tickets through to resolution.
• Diagnose and resolve technical issues remotely across smart home automation, AV, networking, lighting control and connected systems.
• Investigate network faults, identify root causes and determine whether issues relate to infrastructure, configuration or connected equipment.
• Manage and prioritise multiple live issues, ensuring every ticket has a clear next step, owner and timescale.
• Escalate complex issues with clear diagnostic notes and a record of the troubleshooting already completed.

• Communicate directly with clients, providing clear updates and explaining technical issues in a straightforward, reassuring way.
• Attend scheduled maintenance and new‑client takeover visits, alongside occasional reactive or emergency callouts.
• Ensure onsite work is fully documented, with outstanding actions followed through to completion.
• Identify opportunities to improve system reliability and flag potential remedial works or upgrades.
• Keep Zendesk tickets and technical records accurate and up to date.
• Work closely with the wider technical team to resolve recurring issues and improve first‑time fixes.
• Share knowledge and troubleshooting insights to strengthen the team’s technical capability.

• Experience supporting high‑end residential AV, smart home or integrated technology systems.
• Strong IP networking knowledge, including DHCP, DNS, VLANs, managed switches, routing, Wi‑Fi and PoE.
• The ability to troubleshoot network faults methodically and confidently, including remotely.
• Hands‑on experience with smart home control systems such as Control4, Crestron Home or Lutron.
• Excellent client communication, organisation and ticket‑management skills.
• A methodical, proactive approach: you take ownership, follow up and see problems through to resolution.
• The ability to read technical documentation and schematics.
• A full UK driving licence and the ability to attend client sites when required.

• Professional networking platforms such as Ruckus, Cisco, Dray Tek, Uni Fi or Fortinet.
• Crestron Custom systems and working alongside programmers to investigate more complex faults.
• RTI, Savant or other residential automation platforms.
• Zendesk or another helpdesk/ticketing system.

You don’t need to have worked with every platform listed. We’re looking for strong technical fundamentals, relevant AV experience and the ability to learn.

• upto £50,000 dependant on experience
• Hybrid working, with three days a week in the office
• Monday to Friday, 9am–5pm
• 32 days’ annual leave, including bank holidays, your birthday and…