Systems Technician (Museums, Event Spaces and Immersive Venues) in Godalming

The Story Engineers design and deliver live experiences that move people in museums and heritage sites, brand worlds and entertainment venues, major events and mixed-use destinations. The work varies from permanent gallery installations designed to run for a decade to touring exhibitions that tell the same story in different cities every few months. Premium activations are built for a brand's highest-visibility moments. The common thread is that every experience has a story to tell and a space to tell it in. The story has to land on opening night and still feel right years later. Story Engineering is how we approach this, closing the gap between what a creative team imagines and what an audience actually experiences.

Technicians are at the front line of our work, responsible for keeping complex, carefully engineered systems performing exactly as intended. As a Systems Technician, you help keep live technology and control systems across our client portfolio running reliably, day in and day out. This is primarily a service-focused role, with involvement in project delivery, workshop builds and pre-site commissioning where it adds value. You will be hands-on and site-facing, attending planned maintenance visits and reactive callouts, diagnosing and resolving faults, and supporting the long-term performance of the systems in your care.

The role is varied and practical. You may be running remote diagnostics or answering a service call one day, and on a client site carrying out a maintenance visit, supporting an install team or updating system documentation the next. You are often the face of the business to clients, so professionalism, clarity and a calm manner matter as much as technical skill. This role suits a technician who enjoys ownership and variety, and who wants to build genuine depth across audio, video, control and networked systems. You will be supported by an established service and engineering team, with structured training and a clear route to progress towards senior technician and specialist engineering roles as the department grows.

RESPONSIBILITIES

• Service & Support Delivery: Deliver planned maintenance and reactive service visits, carrying out temporary or permanent repairs efficiently. Provide first- and second-line remote support by phone and remote access.
• Fault Finding & Troubleshooting: Diagnose and resolve issues across live systems in a calm, methodical way, escalating to senior technicians and engineering when appropriate.
• Systems Testing & Maintenance: Carry out system testing, backups, firmware updates and configuration changes. Support long-term reliability through proactive maintenance and accurate fault diagnosis.
• Service Reporting: Document service activity accurately through our ticketing and reporting processes, and produce clear service reports for clients following each visit.
• Client Communication: Act as a professional, technically confident point of contact on site. Explain issues, fixes and system status clearly to both technical and non-technical people.
• Technical Documentation: Work from technical drawings, schematics and system documentation, and help keep as-built records, equipment inventories and system configurations up to date.
• Project & Installation Support: Support project delivery where required, including installation, rack builds, cable containment and management, mounting and terminations, all completed to a high standard.
• Workshop Preparation: Carry out pre-builds, system testing and pre-site commissioning in the workshop alongside the engineering team.
• Process, Quality & Safety: Feed back recurring issues, risks and improvement opportunities to the Service and Engineering teams. Work to our standards, RAMS and health & safety procedures at all times.
• Learning & Development: Complete manufacturer and industry training as agreed with your line manager, and share knowledge across the team.

WHAT YOU'LL BRING

• Technical Capability: A good working understanding of signal flow, device configuration and networked technology systems, with hands-on experience across audio, video, control or networking.
• Hands-On Problem Solving: Practical fault-finding and repair experience on live systems, with a methodical approach under pressure.
• Documentation Literacy: Confidence reading technical drawings, schematics, rack layouts and network diagrams, and applying them on site.
• Platform Familiarity: Exposure to platforms such as Q-SYS, control processors, DSPs, media servers or managed network switching - or the curiosity and capability to learn them quickly.
• Manufacturer Awareness: Familiarity with manufacturers such as Epson, Panasonic, Netgear, QSC, BrightSign, Crestron, PIXERA, Watchout, 7thSense or equivalent is helpful but not essential.
• Organisation & Accountability: Detail-focused and comfortable documenting your work clearly. Confident working independently, and sensible about when to escalate or ask for support.
• Client-Focused & Collaborative: A clear, professional communicator in client-facing environments and a positive contributor to a small, close-knit team.
• Curious Learner: Motivated to keep developing technically and stay current as platforms and best practices evolve.

PRACTICAL REQUIREMENTS

• Full UK driving license
• Right to work in the UK.
• CSCS/ECS card (preferred, or willingness to obtain).
• IPAF/PASMA certification (advantageous).
• Willingness to participate in an out-of-hours support rota (compensated).

JOB DETAILS

• Reports to: Technical Services Manager
• Department: Service
• Location: Primarily site-based, with time in the workshop/office (Sussex Barn, Godalming, Surrey)
• Travel: Regular UK site visits. Travel is planned and purposeful; this is not a constant touring role.
• Contract: Full-time, permanent
• Key Internal Relationships: Service Team, Engineering, Project Managers, Business Support, Sales
• Key External Relationships: Clients, Subcontractors, Suppliers