Audio Visual Operations Technician

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, working 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. A commitment to continuous learning, process optimisation, and staying abreast of emerging AV technologies is vital to drive innovation and maintain the highest service standards across the Operations team,

• Provide Level 3 incident management and resolution for all AV equipment and systems across clients London and regional facilities, 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 its integration.
• Manage and maintain digital signage systems, including content creation, scheduling, and troubleshooting.
• Contribute to small-scale AV projects, assisting with planning, execution, and coordination.
• Manage all approved AV software licenses, including supplier liaison, renewal management, market comparison, and proposal development.
• Participate in regional site visits (including overnight stays and travel) to support preventative maintenance (PMV) 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.
  
  Deep Technical Expertise: Proven experience (minimum two years in a corporate environment) across a broad range of AV technologies and their integration within an enterprise IT environment.
AV Systems: Deep understanding of audio, video, lighting, and control systems, including various codecs, signal routing, and matrix switching. Video Conferencing: Expertise in major platforms (e.g., Microsoft Teams Townhall & 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). Proficiency in network optimisation for Teams, including QoS and understanding of media traffic requirements. Audio Systems: Advanced knowledge of digital signal processors (DSPs) (e.g., Biamp Tesira, QSC Q-SYS, Shure IntelliMix). Expertise in microphone technologies (wired, wireless, beamforming arrays) and optimal deployment. Strong understanding of loudspeaker systems, amplification, acoustic principles, audio routing, mixing, and gain structure optimisation. Familiarity with Dante/AVB/AES67 audio networking protocols. Display Technologies: Expertise in projectors, interactive displays, LED walls, and commercial-grade LCD/OLED screens. Understanding of display calibration, resolution management, and video distribution technologies (HDMI, DisplayPort, HDBaseT, SDVoE, NDI). Control Systems: Advanced programming and troubleshooting skills for major control platforms (e.g., Crestron, Extron, AMX), including ability to diagnose and modify complex control code. Digital Signage: Proficiency with enterprise-grade digital signage platforms (e.g., BrightSign, Scala, Appspace, Tripleplay) and content management systems (CMS). Network & IT Integration: Strong understanding of TCP/IP networking, VLANs, QoS, DHCP, DNS, and network security principles. Proficiency with Windows and macOS operating systems as they relate to AV endpoints. Experience with remote management and monitoring (RMM) tools for AV devices. Maintenance & Diagnostics: Proficiency with AV test equipment (e.g., signal generators, audio analysers, network sniffers). Proven ability to troubleshoot and resolve complex technical issues. Communication & Interpersonal Skills: Excellent communication, active listening, and client-facing professionalism, able to articulate complex technical issues to diverse stakeholders. Documentation Skills: Strong documentation skills, including SOP writing, and proficiency in using ticketing systems for incident, problem, and change management. Problem-Solving & Critical Thinking: Strong analytical thinking, root cause analysis, and decision-making skills under pressure. Customer Service & Professionalism: Strong service orientation, patience, empathy, adherence to confidentiality, reliability

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally. Our immediate requirement is for an experienced Senior AV Technician to be a key part of our London team, representing proAV. One of many openings available at proAV (who have over 500 team members globally), this position is based within our end user's organisation who continue to invest in state-of-the-art technologies, services, and training. We are seeking a best-in-class Level 3 Audio Visual Operations specialist to provide deep technical expertise in complex AV systems for our client. Experience and seniority of the position will be reflected by the remuneration and benefits package, 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 24/7/365.