Job Title:                                  Service Technician -Audio-Visual)
Department:                             Tech Service
Responsible to:                       Tech Service Manager
Hours:                                      full time 40 hours per week

Role Summary
This role would suit an individual who is both competent and has previous experience in servicing, maintaining, commissioning and repairing a wide variety of audio-visual equipment. Site visits to service/repair equipment are a part of this role so on-site experience is essential. Strong technical skills are required together with the ability to quickly understand new or challenging equipment. Product training will be provided as appropriate however the ideal candidate will display a proactive approach with regard to improving their product knowledge and keeping up with technical trends within the industry. Working under pressure and to tight deadlines is an everyday reality in this role so a calm and organised manner is essential. Participation in the out of hours ‘on call’ rota is expected.


Key Duties and Responsibilities

·         To undertake proactive and reactive service visits for fault finding and maintenance of equipment at clients’ premises

·         Carry out on site repairs and bench repairs of client equipment as appropriate

·         Provide telephone and online support in answering technical questions for equipment and systems

·         Work with and alongside the Installations Team to plan and carry out commissioning/programming of new installations projects in the role of Tech Buddy with the intent to ensure efficient and effective handover to Tech Service for continued SLA support post installation

·         Timely and accurate reporting for all site visits, service, maintenance and repair work carried out

·         Participate in the call out rota to facilitate out of hours support to our contracted clients

·         To ensure that Health & Safety guidelines and policies are adhered to at all times

·         Be proactive in suggesting new methods and techniques to improve servicing accuracy and efficiency

·         Ensure two-way communication with Systems Design and other Installations to feedback successes and failures, enabling serviceable and maintainable projects are continually  delivered

·         To ensure all equipment is serviced in a manner that complies with all safety and other electrical legislation

·         To follow procedures as laid out by the Tech Service Manager and WL as a whole at all times

·         To liaise with account handlers on the feasibility and availability of replacement equipment for hire to our service customers

·         Assist colleagues with general warehouse duties including the assistance of other departments/divisions of WL


Technical Skills

A full operational and technical knowledge of audiovisual and video systems and system components is essential along with a demonstrable ability to apply this knowledge. This includes but is not limited to media servers, scalers, routers, consoles, DSP, speakers, amplifiers, transmission and receiver equipment, Media Players and audio processors
A good understanding of audiovisual networking protocols, integrated AV Systems and converged IP networks with a solid understanding of both hardware and software components
An ability to program/reprogram digital audio consoles (routing, recording settings, EQ and auxiliary outputs, video transports etc.) to meet customer specifications
An ability to program/reprogram and edit timelines on media servers (predominantly D3/disguise) to meet customer specifications
Fault-finding/commissioning experience with integrated AV control systems, such as Crestron, Extron or CueSys
Experience with LED tile-based video walls is desirable, along with NovaStar/Brompton systems
Excellent fault finding skills and an ability to think laterally
·         Good use and understanding of test equipment and tools

·         Good soldering skills

Strong customer-focus and understanding of the sensitivities of working on a client’s site.
·         Experience of Portable Appliance Testing/ISITEE desirable

·         Ability to work at height

·         Current PASMA, IPAF and ECS card desirable

·         Full clean driving license preferable


Personal Competencies and Behaviours

Literate and Numerate
Ability to interact effectively at all levels, relating to others and working as a member of a team
Deadline conscious
Able to follow detailed instruction and carry out tasks accurately and unsupervised
Excellent attention to detail
Excellent written and verbal communication skills with a polite and friendly manner when dealing with internal and external customers and suppliers.
Excellent time keeping and attendance record
Proven desire to keep abreast of latest developments in technology and its practical applications
White Light Key Policies and Core Values

·         Maintain WL confidentiality at all times

·         To represent the company in a courteous and appropriate manner in all circumstances

·         To follow correct procedures at all times and to follow the policies laid out in the staff handbook

·         Adhere to and demonstrate knowledge of health and safety matters in relation to work related tasks and ensure that relevant Health and Safety guidelines are adhered to at all times

·         To carry out your duties and responsibilities in a manner that reflects the White Light Core Values of dependability, knowledgeability, friendliness, adaptability, customer focus and honourability at all times

Apart from the duties summarised in this job description, we retain the right in consultation with the post holder to include other reasonable duties, which are part of, and incidental to, this type of work. ­

Full Enhanced Disclosure and barring checks will be carried out.


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