AV Support Technician

AV Support Technician12 Months AssignmentPay Rate - £15.77 - £16.48 Per HourWeekly Hours - 36.5 (Days Monday - Friday)We are seeking an AV Support Technician to provide hands-on AV and IT support across the University’s academic departments. This role involves the physical setup, testing, and operation of audio-visual and IT systems for lectures, meetings, and events, ensuring all equipment runs smoothly and reliably. The technician will be responsible for moving, installing, and maintaining AV and IT hardware, providing responsive on-site support, and troubleshooting any technical issues as they arise. This is an ideal opportunity for someone who enjoys practical, active work in a dynamic university environment.We are seeking technicians to provide support services to all customers of a university IT Group's services and products. This will be dealing directly with end user needs and issues, providing empathy and understanding, whilst also offering confidence and assurance that customers' needs and requirements can be met and solved quickly in a professional manner.The main purpose of the role is to provide smart hands-on support across hardware and software platforms and products, escalating support to specialist teams were appropriate.Duties and tasks will include:Responding to escalated service requests with professionalism and timelinessCommunicating positively with users / customers, avoiding technical jargonSolving technical challenges and providing resolutions to deal with end user issues.Applying expertise to issues, implementing resolutions and escalation pathways for more complex problemsDocumenting solutions clearly and accurately in a consistent mannerEnsuring confidentiality, integrity, and availability for data. Following information security and data management policies ensuring, least privilege and information assuranceProvide comprehensive technical support for hardware, software, and networking issues, including installation, configuration, and troubleshooting.Deliver responsive, on-site assistance to staff during critical periods, offering expert advice, guidance, and timely issue resolution.Collaborate with IT and AV partners, as well as external vendors, to implement and roll out new systems and services.Advise on outdated or end-of-life hardware, software, and AV solutions, contributing to the planning and coordination of effective replacement strategies.Support AV solutions across various environments, including setup, implementation, and troubleshooting.Actively assist during high-profile events, ensuring AV systems operate seamlessly and providing immediate technical support as needed.Role Requirements:Good general level of Education or demonstrable experience working at user support levelITIL Foundation or exposureExperience of working in technical environmentsExperience of providing technical workarounds or solutions to end usersExperience of using Microsoft based applications and software / general computing experienceExperience of using a service management tool for handling of requests and incidents such as ServiceNow, Topdesk etcPrevious experience of working effectively with teams, escalating and prioritising incidents and requestsExperience of supporting live events and working in a time sensitive environment (Desirable)Experience of setting up and maintaining AV equipment of varying scope and scale (Desirable)Strong communication skills, verbal and writtenAttention to detail and accurate recording of actions performed and data gathered.Analytical thinking to troubleshoot problems and issues with usersWillingness to embrace new technology to enhance end user support

Created: 2025-11-20