Technical AV Support Technician in Livingston

Role: AV Support Technician

Contract Type: Full-time, Permanent

Location: Livingston, Scotland (hybrid working allowing for a mix of office/home working)

Salary: £26,000 - £28,000 (depending on experience) plus company benefits

Yorktel-Kinly is a unified global leader in collaboration, systems integration, and managed services. We focus on transforming workspaces, simplifying complexity, and empowering people.

We now have an exciting opportunity for a new colleague to join our Technical Service Desk Team to provide support to our corporate, retail and government clients. You will require a keen interest in the Audio-Visual industry and a technical skillset that we can build on. Part of the role will be to qualify faults, carry out remote support via phone, remote access and assist the team to decide the best action to progress and resolve the issue.

Key responsibilities:

• Act as the first point of call when an incident/request is raised, providing support to clients and internal teams using the ITIL principles
• Utilise troubleshooting skills to log faults/requests accurately on ServiceNow and proactively respond to colleagues and clients
• Categorise and prioritise faults/requests according to contractual and service level agreements (SLAs) of individual clients
• Understand, diagnose, and explain faults to the client, based on their own technical skill level, in a manner that best demonstrates Kinly's reliability and readiness to resolve faults
• Manage client expectations effectively while utilizing technical experience to resolve faults and address technical issues in a proactive and timely manner
• Identify when a fault requires escalating to a Senior team member, Specialist team member, a Field Service Engineer, the Team Lead or the Technical Services Manager
• Obtain required technical information to support the qualification and remediation of the fault where possible
• Collaborate with the team, other departments, as well as manufacturers and suppliers, when required to ensure smooth communication and fault remediation
• Document and update all diagnostics and technical support carried out on any given fault/issue onto ServiceNow according to the internal process
• Assist in the creation of Knowledge Base articles to support workflow optimisation and knowledge sharing
• Coordinate Preventative Maintenance Visits (PMVs) with clients, report findings to the client from the PMV and raise new faults following the engineer's visit

Key skills:

• Positive attitude and excellent customer service skills
• Able to be self-motivated and work under pressure, often to deadlines
• Keen and willing to learn new skills and technologies
• Excellent communication skills, both verbal and written
• Proficient problem-solving abilities with attention to detail
• Ability to multi-task and prioritise effectively

Desirable-only technical skills:

• Ability to read and understand Audio Visual system schematics
• Be knowledgeable in both digital and analogue audio/video signals. For example, HDMI, Display Port, Component, Composite, Balanced and Unbalanced audio signals
• Experience of control system programming from leading manufacturers is preferred
• ITIL Certified
• Previous experience of corporate Audio-Visual systems at a technical level
• Configuration and fault finding of Digital Sound Processors such as Q-Sys and Biamp
• Support of IPTV systems and Digital Signage systems such as OneLan, Tripleplay, Exterity and MediaStar
• Experience with Unified Comms and Video Conferencing systems such as Pexip, Cisco, Polycom, Microsoft and Zoom
• Good working understanding of IT and Networking

The ideal candidate will have a strong previous experience of working with audio visual or video conferencing platforms. However, at Yorktel-Kinly we believe in empowering our teams to develop and learn new skills through both internal and external training.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

Equal Opportunities:

Yorktel-Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other 'protected characteristics. We welcome your application.