AV Service & Commissioning Engineer in Leatherhead

• 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 Ten AV and our Ten UNIFY 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.

The Role

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.

Why Ten AV?

• 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.
• Backed by the Kubus Group

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.

What You'll Do

• Commissioning and Technical Delivery
• 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.
• Support and Service Responsibilities
• 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 resolve programming snags.

• Work with programmers, project managers and, where appropriate, customers to establish and communicate the control-system brief and intended user experience.
• Deliver system demonstrations, end-user training and formal handover activities.
• Produce and maintain system configuration records, commissioning documentation, schematics, cable schedules, O&M information and accurate as-built technical documents.
• Support the development of junior audio-visual engineers and provide feedback to the systems design and project teams regarding products, technical risks, opportunities for improvement and lessons learned.
• What You'll Bring
• At least some experience in professional AV and video-conferencing installation, commissioning, service or technical support, or equivalent demonstrable capability.
• Strong fault-finding ability and a methodical approach to diagnosing professional AV and video-conferencing systems.
• A practical understanding of signal flow, balanced and unbalanced audio, display systems, video distribution, USB connectivity and complex audio systems.
• The ability to create and modify control system programmes from scratch for standard AV applications.
• A good understanding of IP networking and network-connected AV equipment, including TCP/IP, VLANs, Po E, multicast and general network troubleshooting.
• A demonstrable record of reliability and ownership, with the ability to manage your workload, prioritise competing requirements and communicate proactively.
• Strong written and verbal communication skills, with the confidence to work directly with customers, colleagues, suppliers and manufacturers; plus competence with Windows, Mac OS, Microsoft Office and common manufacturer configuration software.
• A genuine interest in developing your knowledge as AV and workplace technology evolves.
• A full UK driving licence and the right to live and work in the UK.
• Relevant Technology Experience

Experience with some of the following would be advantageous. You do not need to have worked with every platform, and training will be available where appropriate.

• Microsoft Teams Rooms and Zoom.
• Q-SYS, Yamaha and Biamp DSP platforms, Dante audio networking and professional audio commissioning.
• AV-over-IP, managed network switches and Kramer, Crestron, Q-SYS Control or similar control platforms.

What's in It for You?

• Salary and bonus: Competitive salary circa £40,000, depending on experience, plus an annual bonus scheme.
• Benefits: Private healthcare, workplace pension and death-in-service cover.
• Company vehicle: A company vehicle is available for business travel.
• Working pattern: Typical hours are 9:00am to 5:30pm, with occasional flexibility for customer or project requirements.
• Travel and additional work: Occasional overnight stays, weekend work or European travel may be required.
• Approved additional work and expenses are paid in accordance with company policy.
• Development: Manufacturer training and opportunities to specialise and progress across Ten Technology Group and the wider Kubus Group.
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