Senior IT Hardware & AV Technician · London, United Kingdom

Join us and be part of a mission‑driven, independent publisher. You’ll work with a diverse group of people who share a passion for empowering researchers, educators, and institutions to shape the future.

About Sage: Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely.

Our guaranteed independence means we’re free to:

• Do more – supporting an equitable academic future, furthering disciplines that drive social change, and helping social and behavioural science make an impact.
• Work together – building lasting relationships, championing diverse perspectives, and co‑creating resources to transform teaching and learning.
• Think long‑term – experimenting, taking risks, and investing in new ideas.

About our Team: You’ll join our Digital Workplace team, an encouraging, collaborative group crafting a smooth, empowering experience for everyone working in our offices. We provide colleagues with the right tools, spaces, and technology to do their best work in a hybrid environment. Collaborating closely with Digital Workplace, Facilities, Security, and trusted technology partners, we deliver reliable, intuitive, and high‑performing workplace services.

Could you be our new Senior IT Hardware & AV Technician?

• Experienced in end‑user support, with strong on‑site exposure and a track record of resolving complex technical issues in a calm, solution‑focused way.
• Confident working with workplace hardware across Windows, Apple, mobile devices, and peripherals, including build, imaging, deployment, and troubleshooting.
• Experienced in assisting meeting rooms and hybrid collaboration environments, troubleshooting audio/video problems promptly and ensuring rooms are dependable and available for use.
• Familiar with identity and device administration, such as Active Directory or Entra ID, and common endpoint management practices.
• Experienced using ITSM tools and ITIL‑aligned processes, including incident, request, problem, and change management.
• Able to mentor others and build clear, accessible documentation that supports consistent standards and ways of working.
• Confident engaging with colleagues at all levels, offering excellent customer service to both technical and non‑technical users.
• Experienced in coordinating workplace technology projects, including planning, vendor collaboration, and operational handover.
• Experienced in managing and maintaining asset management tools, keeping records accurate, up to date, and compliant with internal processes.
• Someone who actively identifies opportunities for continuous improvement, helping to streamline workflows, enhance service quality, or increase efficiency through practical, measurable changes.

Your new role:

• Deliver high‑quality on‑site support for hardware, AV, and connectivity issues, ensuring colleagues receive clear, timely, and effective help.
• Act as the senior point of contact for complex incidents, strengthening service stability and building user confidence.
• Maintain meeting rooms and collaboration areas in good working order through regular inspections and assist with hybrid meetings and events.
• Work closely with third‑party partners to ensure installations, repairs, and warranty work meet quality expectations and support continuous improvement.
• Lead the full lifecycle of user‑facing devices and peripherals, ensuring smooth deployment, refresh, repair, and secure retirement.
• Maintain accurate asset and inventory records, ensuring devices and user data are handled safely and responsibly.
• Use operational insight and ticket data to identify trends, prevent recurring issues, and improve service reliability.
• Mentor and support technicians, modelling a positive, customer‑focused approach and encouraging shared standards.

Overview of Benefits: 25 days annual leave (plus...