AV Service & Commissioning Engineer

AV Service & Commissioning Engineer

Leatherhead, Surrey | Full-time | Starting ASAP

Ten Technology Group designs, installs, commissions and supports high-end audio-visual, video-conferencing and workplace technology systems. Through TenAV and our TenUNIFY Managed Services team, we remain involved long after handover to help our customers keep their technology working reliably. We are looking for an experienced engineer who takes ownership of technical issues, communicates clearly and enjoys solving the problems that others cannot.

This is a varied role with a broadly even split between support and service activities and the commissioning of new installations and system upgrades.

You will work alongside our internal Managed Services Desk, which receives and triages support calls and tickets and manages the ongoing support contract. When a case requires technical intervention, you will take ownership of the escalation, provide remote support directly to customers and end users and, where necessary, attend planned or reactive on-site service visits within the agreed SLA. When supporting project delivery, you will commission and quality-assure completed AV installations, configure and programme systems, resolve installation or programming snags, deliver user training and complete the technical documentation required for a successful handover.

• Technical ownership:
  You will be trusted to take issues from initial escalation through to diagnosis, resolution and customer handover, with support from the wider engineering and managed services teams.
• Professional development:
  Technology never stands still. We support manufacturer training and give engineers the opportunity to specialise in platforms such as Teams Rooms, Zoom, DSP, audio, control systems and AV over-IP.
• A supportive team:
  You will join a collaborative engineering function with genuine development conversations, shared technical knowledge and opportunities to progress.

Ten Technology Group has recently been acquired by the Kubus Group, providing a broader platform for growth across audio-visual integration, managed services, networking, structured cabling, power and workplace infrastructure.

• Broader technology exposure:
  Work across complete workplace technology environments, from physical infrastructure and networking through to the systems that operate across it.
• A varied client base:
  Support customers across service providers, finance, retail, hospitality, professional services, education, government and healthcare.
• A growing engineering function:
  Join during an important period of integration and expansion, with the opportunity to help shape how our combined technical services are delivered.

• Take ownership of technical issues escalated by the Managed Services Desk following initial triage, providing remote support directly to customers and end users by phone, email or video call.
• Work with the Managed Services Desk to prioritise escalated tickets and arrange planned or reactive on-site visits within the applicable customer SLA.
• Troubleshoot AV, video-conferencing, control, audio and network-related issues through to diagnosis and resolution, escalating appropriately where specialist support is required.
• Perform planned maintenance and reactive service visits, providing clear technical advice and progress updates directly to customers and end users.
• Liaise with suppliers and manufacturers to diagnose faults, obtain technical assistance and manage replacement or RMA processes.
• Keep service tickets and technical records accurate and up to date, providing the Managed Services Desk with the information required to manage customer communications, SLA performance and ongoing support agreements.

• Commission and quality-assure audio-visual and video-conferencing installations to an excellent standard, confirming that systems perform in line with the approved design and customer requirements.
• Configure, programme, test and fine-tune audio, video, USB, control and communications systems to ensure reliable operation and optimum performance.
• Carry out formal quality assurance checks, identify installation or programming snags and work closely with installation engineers and project managers to ensure they are resolved.
• Take responsibility for fault-finding and technical resolution during the commissioning phase, including escalation to manufacturers or specialist third parties where necessary.
• Advise and assist installation teams with pre-commissioning activities such as cable terminations, rack-build checks, signal-path verification and equipment preparation.
• Undertake off-site configuration, programming, equipment preparation and system testing before deployment.
• Develop and modify control system programmes for standard applications. Collaborate with internal or external specialist programmers on complex projects and use software tools to identify and…