Level 2 Support Engineer

About the Role

Role Overview

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

Our immediate requirement is for a Flexible Level 2 Support Engineer to be a key part of our London team, representing proAV, taking full responsibility for maintaining high levels of customer experience through onsite attendance to conduct level 2 engineering support, break-fix activity and AV maintenance across proAV's client portfolio – Auditoriums, Meeting rooms, unified Communication systems and any related audio visual spaces.

Due to the nature of the Support Services business these areas are subject to strict SLA’s and KPI’s to ensure high levels of uptimes and efficient resolution times to fault rectification, case closures and associated administration.

This is an onsite based position, but not restricted to any single account, but focused to those where level 2 engineering support is required (not field based), but working in conjunction with our existing onsite teams or providing temporary backfill to permanent level 2 engineers.

This is an exciting opportunity for an exceptional Flexible Level 2 Support Engineer to join an established operation with scope to drive and enhance the service at every opportunity.

Experience of the position will be reflected by the remuneration and benefits package.

Essential Duties and Qualities include the following. Other duties may be assigned.

• Troubleshoot and remediate AV faults using established diagnostic techniques.
• Communicate and coordinate on-site with clients, facility owners, general contractors, and associated trades as required to complete AV fixes.
• Ratify AV services according to system documentation, industry standards and best-practices.
• Preventative Maintenance support as required.
• To ensure all process are compliant with client and proAV policies including security, HSE, Quality and Corporate and Social Responsibility.
• Report break-fix key management updates to site managers.
• To provide fault reporting to relevant teams.
• A passion for service excellence, with a wealth of knowledge and experience in all current audio-visual technologies.
• The ability to use your initiative and solve problems effective.
• Provide remote support via phone as required.
• Replacing faulty equipment hardware.
• Diagnose faults in problem systems.

• Minimum of three years corporate experience.
• Extensive knowledge of Audio-Visual systems and technologies.
• Extensive knowledge in Event spaces including audio, video and lighting equipment both digital and analogue.
• Ability to multitask and work under pressure to strict deadlines.
• Remain client facing and calm under pressure.
• Have excellent communication, time management, presentation and organisational skills.
• Be enthusiastic and self-motivated.
• Be able to establish productive relationships with people at all levels.
• Ability to use own initiative appropriately.
• Customer focused and strong ability to deal with individuals on all levels in a friendly, welcoming and helpful manner.

40 hours per week, 9 hours a day on a rotational shift basis between 7am-7pm, including an hour unpaid break, Monday-Friday.

proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.

From reviewing technology to integration to post-deployment support, you’re in safe hands when you trust your AV and UC to proAV.

We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.

From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business-critical AV systems architecture, products and technologies…