We are looking for a Service & Technical Support Engineer to join our Aftercare Team at our Guildford HQ. This is predominantly an office-based technical support role, responsible for managing incoming client issues, providing first-line technical diagnosis and remote support, and ensuring Aftercare tickets are progressed efficiently from initial report through to resolution.
You will be the first technical point of contact for many of our clients and will take ownership of reported issues, ensuring every new issue is triaged within two hours, accurately documented in Zendesk and progressed with clear communication throughout. Wherever possible, issues should be diagnosed and resolved remotely.
Where an onsite visit is required, you will ensure the attending engineer has the information needed to resolve the issue efficiently. You will also attend some proactive maintenance visits and reactive or emergency callouts when required.
This role requires someone who combines strong technical AV and networking knowledge with exceptional organisation, administration and communication skills. Being able to diagnose a technical problem is important, but equally important is taking ownership of it, documenting it properly, communicating clearly with the client and making sure it reaches a conclusion.
The Key responsibilities for this role are:
Helpdesk & Ticket Management:
- Own the technical Aftercare helpdesk during working hours, monitoring Zendesk and ensuring all newly reported technical issues are assessed and triaged within two hours of notification.
- Take ownership of technical tickets from initial report through to resolution, ensuring they are correctly prioritised, documented and continually progressed.
- Provide first-line technical diagnosis and remote support across smart home, AV, networking, lighting control and associated systems.
- Wherever possible, diagnose and resolve issues remotely, using the remote access and monitoring tools available.
- Ensure remote monitoring and remote access tools are correctly configured and maintained for all Aftercare and warranty clients, ensuring systems are visible, monitoring is active and the information held is accurate and up to date.
- Ensure every open technical ticket has a clear next action, owner and timescale, proactively following up outstanding actions rather than allowing tickets to stall.
- Maintain excellent communication with clients throughout an issue, providing clear updates, managing expectations and explaining technical matters in an understandable way.
- Escalate complex, recurring or unresolved technical issues to the appropriate senior technical resource, providing a clear summary of the investigation and troubleshooting already undertaken.
Site-based Responsibilities:
- Attend a proportion of scheduled proactive Aftercare visits and takeover visits for new Aftercare clients.
- Attend reactive and emergency callouts where an onsite technical response is required.
- Engage professionally with clients onsite, clearly explaining the purpose of the visit, discussing any reported issues and providing an appropriate handover at the end of the visit.
- Fully document all work undertaken, findings and outstanding actions, ensuring the relevant Zendesk tickets and service reports are updated promptly.
- Identify any potential remedial works, upgrades or improvements discovered during a visit and provide sufficient technical information for these to be reviewed and quoted by the appropriate team.
Continuous Improvement & Teamwork:
- Ensure any unresolved issues identified onsite are returned to the helpdesk workflow with a clear next action and owner, rather than remaining solely within the site report.
- Work collaboratively with the wider Aftercare and technical teams to identify recurring issues and improve the reliability of the systems we support.
- Share useful technical learning and troubleshooting information with colleagues to improve first-time resolution and consistency across the Aftercare function.
The successful candidate should have:
- Strong experience working with high-end residential AV and smart home systems, with the ability to methodically diagnose and troubleshoot technical issues.
- Advanced networking knowledge is essential, with a strong understanding of IP networking, DHCP, DNS, VLANs, managed switches, routing, Wi‑Fi, PoE and network troubleshooting.
- The ability to confidently diagnose network faults remotely, interpret network configurations and identify whether an issue originates from the network, connected equipment, configuration or wider infrastructure.
- Experience working with enterprise/professional networking equipment. Experience with platforms such as Cisco, Ruckus, DrayTek, UniFi and Fortinet would be advantageous.
- Strong working knowledge of Control4, Crestron Home and Lutron, including the ability to diagnose, troubleshoot and resolve faults across these systems.
- Experience supporting Crestron Custom systems, with the ability to diagnose issues, gather the relevant technical information and work effectively alongside our Crestron programmer where programming changes or deeper investigation are required.
- Experience with other residential control platforms such as RTI and Savant would be advantageous.
- Excellent written and verbal communication skills, with the confidence to communicate directly with clients in a clear and professional manner.
- Strong organisational and administrative skills, with a disciplined approach to ticket management, documentation and follow-up.
- Experience using a helpdesk/ticketing platform; Zendesk experience would be beneficial.
- The ability to manage and prioritise multiple live issues while ensuring agreed response times and SLAs are maintained.
- A methodical starter/finisher mentality, taking ownership of issues and seeing them through to conclusion.
- A strong focus on client experience, recognising that how an issue is communicated and managed is as important as the technical resolution.
- The ability to read and understand schematics and technical documentation.
- A keen interest in the AV and smart home industry and a willingness to continually develop technical knowledge.
- A full UK driving licence.
Hours & Benefits:
- Full-time, predominantly office-based position at our Guildford HQ.
- Monday - Friday, 9am - 5pm.
- There may occasionally be a requirement to provide out-of-hours technical support or attend an emergency callout. Overtime will be paid where approved in advance.
- Company laptop and mobile phone provided.
- 32 days annual leave, including bank holidays, your birthday and the Christmas shutdown.
- Company social events throughout the year.
- Ongoing training and professional development.
- Salary dependent upon experience.
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