AV Support Technician

at  Kinly

ABOUT YOU

• 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.

ROLE SUMMARY

The role of the AV Support Technician is to provide support and management of client audio-visual and unified communications technology at the 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.