Role: AV Support Technician
Contract Type: Full-time, Permanent
Location: London, UK
Salary: £32,000 - £34,000, plus company benefits and opportunity to work on a blue-chip customer site
Interview Process: 2 stage (Virtual and Face-to-face)
Hours: Monday – Friday – 40 hours per week
Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organisations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.
Exciting new opportunity has been created on site at a major global bank, for someone excited in AV Support technology and service role.
Working as part of a highly collaborative AV Technical team you will provide support and management of client audio-visual and unified communications technology at their UK headquarters, ensuring a seamless audio-visual experience for the client.
They work at the intersection of front of house and client relations to deliver a collaborative, responsive and efficient service in line with the MOS team goals and vision.
The AV Support Technician is expected to troubleshoot technical issues across a variety of technologies promptly and appropriately through to either resolution or escalation, supported by the wider Kinly Managed On-Site (MOS) and client teams. This is a technical role with a strong focus on problem-solving and communication to accommodate client needs and deliver the optimal experience.
The position plays a key role in how the client views the Kinly MOS team and involves a high degree of exposure, at times working with executive management and managing directors to provide the services listed. When supporting a client or resolving an issue, they are expected to communicate this clearly to all aspects of the Kinly MOS and client Front of House teams.

Key Responsibilities:

• To deliver a punctual service at scheduled times and in accordance with agreed SLA’s, service bookings and client briefs.
• To operate audio-visual hardware in accordance with the brief and respond to ad-hoc client requests promptly and professionally.
• To maintain and enhance the audio-visual estate to standards determined by the MOS Management Team through optimisation, enhancement, repairs, and routine procedures.
• To act as first point of contact for all technical support to telephone, email and in-person requests from the client for all hardware, software and associated peripherals supported by the MOS team.
• To log support calls and document their outcome to facilitate the resolution of common queries.
• To redirect or escalate support requests as appropriate to a member of the MOS team and third parties.
• To pro-actively provide information to the client and MOS team on the progress of outstanding support calls.
• To proactively assist in the compilation and maintenance of an accurate inventory of hardware and software.
• To proactively assist in the compilation of the MOS team’s technical documentation, guidelines and procedures and ensure they are disseminated to clients.
• To liaise with colleagues in all Kinly teams to ensure continuity of service for the client.
• To assist the MOS Management Team and client with global projects and events.
• To work with the MOS Management Team on bespoke projects that contribute to the Continual Service Improvement plan.
• Security and Compliance: All Kinly staff must familiarise themselves and comply with all information security and compliance rules, regulations, and policies.
• To always provide a professional, courteous, and rapid response to all clients.
• To undertake such other work as may be assigned which is consistent with the nature of the job and its level of responsibility.
• To contribute to a culture of collaboration and innovation and actively engage with learning and development opportunities available.

SKILLS & EXPERIENCE:

• Experience with Microsoft Teams and Zoom communication platforms
• Excellent interpersonal and communication skills and ability to explain technical issues to non-technical individuals and teams
• Excellent written and verbal skills
• Working experience and knowledge of Windows operating system (10 or 11) and O365 applications
• Working experience and knowledge of macOS and Apple devices
• An understanding of networking protocols and troubleshooting
• Experience using a helpdesk ticketing solution (ServiceNow, Remedy, Helix, etc.)
• An appetite to learn and develop, with an outstanding work ethic
• Candidates will stand out if they have work experience in hospitality or event management and can demonstrate a keen interest in AV technology.

IF YOU ARE SELECTED FOR INTERVIEW, AND NEED ANY REASONABLE ADJUSTMENTS MADE FOR YOUR INTERVIEW, PLEASE LET THE TALENT ACQUISITION TEAM KNOW, AT THE POINT OF SCHEDULING.

If you do require details of the vacancy or the application process in an alternative format, please either email jobs@kinly.com outlining your requirements; or you can view the vacancy via the Kinly page on Vercida which allows you to customise the content so that you can review in a way that works best for you.

• To deliver a punctual service at scheduled times and in accordance with agreed SLA’s, service bookings and client briefs.
• To operate audio-visual hardware in accordance with the brief and respond to ad-hoc client requests promptly and professionally.
• To maintain and enhance the audio-visual estate to standards determined by the MOS Management Team through optimisation, enhancement, repairs, and routine procedures.
• To act as first point of contact for all technical support to telephone, email and in-person requests from the client for all hardware, software and associated peripherals supported by the MOS team.
• To log support calls and document their outcome to facilitate the resolution of common queries.
• To redirect or escalate support requests as appropriate to a member of the MOS team and third parties.
• To pro-actively provide information to the client and MOS team on the progress of outstanding support calls.
• To proactively assist in the compilation and maintenance of an accurate inventory of hardware and software.
• To proactively assist in the compilation of the MOS team’s technical documentation, guidelines and procedures and ensure they are disseminated to clients.
• To liaise with colleagues in all Kinly teams to ensure continuity of service for the client.
• To assist the MOS Management Team and client with global projects and events.
• To work with the MOS Management Team on bespoke projects that contribute to the Continual Service Improvement plan.
• Security and Compliance: All Kinly staff must familiarise themselves and comply with all information security and compliance rules, regulations, and policies.
• To always provide a professional, courteous, and rapid response to all clients.
• To undertake such other work as may be assigned which is consistent with the nature of the job and its level of responsibility.
• To contribute to a culture of collaboration and innovation and actively engage with learning and development opportunities available