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- Tasks: Provide AV support and troubleshoot issues for clients in a dynamic environment.
- Company: Join Yorktel-Kinly, a global leader in collaboration and managed services.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for professional growth.
- Why this job: Kickstart your career in the exciting Audio-Visual industry with hands-on training.
- Qualifications: A positive attitude and willingness to learn are key; technical skills are a bonus.
- Other info: Be part of a supportive team with a commitment to equal opportunities.
The predicted salary is between 26000 - 28000 £ per year.
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. Our in‑house expertise includes AI‑powered room monitoring, 24/7 support, and a unique enterprise service layer, enabling us to operate with even greater agility, efficiency, and precision.
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 utilising 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
Training opportunities:
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.
AV Support Technician (training provided) in Livingston employer: Kinly’s Global Services
Contact Detail:
Kinly’s Global Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land AV Support Technician (training provided) in Livingston
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Yorktel-Kinly. Understand their services and values, and think about how your skills can contribute to their mission. This will help you stand out and show that you're genuinely interested.
✨Tip Number 2
Practice makes perfect! Run through common interview questions related to AV support and customer service. Think about examples from your past experiences that showcase your problem-solving skills and technical knowledge. We want you to feel confident when discussing your abilities!
✨Tip Number 3
Show off your passion for AV! During the interview, let your enthusiasm for the audio-visual industry shine through. Talk about any relevant projects or technologies you've worked with, and express your eagerness to learn more. This can really impress the hiring team!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. Mention something specific from your conversation to remind them of your chat. Plus, it shows you're proactive and keen on the role!
We think you need these skills to ace AV Support Technician (training provided) in Livingston
Some tips for your application 🫡
Show Your Passion for AV: When writing your application, let us know why you're excited about the Audio-Visual industry. Share any relevant experiences or projects that highlight your interest and enthusiasm for this field.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter to match the job description. Highlight your technical skills and any customer service experience you have, as these are key for the AV Support Technician role.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon unless it's relevant to the role. We appreciate a well-structured application that’s easy to read!
Apply Through Our Website: We encourage you to apply directly through our website. This ensures your application gets to the right place and helps us keep track of all candidates efficiently. Plus, it’s super easy!
How to prepare for a job interview at Kinly’s Global Services
✨Know Your AV Basics
Before the interview, brush up on your knowledge of audio-visual systems and common troubleshooting techniques. Familiarise yourself with terms like HDMI, Display Port, and digital/analogue signals. This will show your genuine interest in the industry and help you answer technical questions confidently.
✨Practice Problem-Solving Scenarios
Prepare for the interview by thinking through potential troubleshooting scenarios you might face as an AV Support Technician. Consider how you would categorise and prioritise faults or requests based on SLAs. Practising these scenarios can help you articulate your thought process during the interview.
✨Show Off Your Communication Skills
Since you'll be dealing with clients who may not have a technical background, practice explaining complex concepts in simple terms. During the interview, demonstrate your ability to communicate effectively and manage client expectations, which is crucial for this role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or specific technologies they use. This shows your enthusiasm for the role and helps you gauge if the company is the right fit for you.