SUPP111822

Within the University our IT Services department is on an exciting journey. Our vision is to provide globally accessible technical services and digital solutions to empower world class learning and research at the University. As part of this journey, we are looking for a dynamic and customer focused Audio Visual Support Engineer to join the Digital Spaces Support team. You will provide technical support for audio visual services across the University. This will include responding to urgent requests to resolve unforeseen faults in teaching spaces and meeting rooms. You will also carry out proactive maintenance to help minimise the risk of problems and incidents occurring. This will be an onsite role.What will you be doing?

• Provide high quality technical support and maintenance for a variety of AV systems, including teaching spaces, meeting rooms and digital signage.
• Provide technical expertise to manage AV installation activities such as standard requests, but also assist activities that support AV development.
• Use technical expertise to troubleshoot issues with AV equipment and systems often in rapid response environments to ensure seamless functionality and optimal audiovisual experience for users.
• Be a point of escalation for the Service Desk and End-User Support teams, providing advice and guidance to ensure timely resolutions of technical issues and championing customer service standards.
• Log, track, and manage incidents and AV service requests using the IT Service Management (ITSM) tool, including identifying any gaps or shortfalls in data collected, to ensure accurate and timely documentation.
• Independently conduct regular inspections of AV equipment to ensure preparedness for use and orchestrate maintenance tasks including updates and repairs escalating to the relevant team/manager as required.
• Participate in team/departmental projects, development activities and meetings, to support team activities and report back on main discussion points.
• Undertake inventory checks and asset tracking to proactively inform lifecycle activities. Maintain and review the accuracy of data recorded, undertaking spot checks and taking remedial actions.
• Identify opportunities for continuing personal development, proactively remaining up to date with the latest advancements in digital technology and industry best practices.
• Collect and analyse data on complex AV support issues, producing reports on service provision and identifying any shortfalls compared to Service Level Agreements making recommendations or providing insights to line management.
• Collaborate with other IT support teams to escalate and resolve issues that require specialised expertise, ensuring timely resolution and minimal disruption to end users.
• Create and maintain end user training resources and knowledge and provide informative on the spot advice and guidance to help individuals effectively utilise AV systems and equipment.
  
  Experience in audio-visual technologies, such as AV control systems, displays, projectors, audio systems, cameras, lecture capture equipment, signal processing and connectivity.
• Hands-on experience in installing and configuring AV equipment. Knowledge of cable management, rack integration and system testing. Familiarity with troubleshooting and problem-solving during installations.
• Excellent communication skills to understand client needs and translate them into technical solutions. Ability to present and explain AV concepts and solutions to clients and stakeholders.
• Customer-focused with outstanding communication and interpersonal skills.
• Proficiency in using IT service management (ITSM) tools and knowledge base software.
• Ability to work effectively in a team-oriented, fast-paced environment.
• NVQ Level 3 or HNC in a relevant technical subject or 'A' Levels including a science, technology, engineering or mathematics subject or prior relevant work experience at this level.
• Professional AV certification, such as AVIXA CTS or equivalent, or ability to or gain this qualification within 12 months of starting in the role.
• Knowledge of ITIL frameworks, processes, and methodologies.
• Must hold a valid UK driver's license.