Senior Audio Visual Technician Birmingham - 12 Months FTC

Role Overview

proAV are a leading global audio-visual integrator, providing AV and event services across multiple client partnerships globally.

Our immediate requirement is for an experienced Senior AV Technician to join one of our key Managed Services accounts in Birmingham.

As the onsite AV Service Lead for the Birmingham office, you will take ownership of the day-to-day audiovisual service across the site. Although your official title is Senior AV Technician, you will act as proAV's primary onsite representative, ensuring every AV requirement is delivered to the highest possible standard through a combination of hands-on technical support, proactive service management and effective coordination of specialist proAV resources.

As the sole onsite AV technician, you will be responsible for maintaining the operational readiness of the client's AV estate, delivering an outstanding customer experience and building trusted relationships across the client's organisation. You will work closely with proAV's Engineering, Projects, Events and Service teams, ensuring issues are resolved efficiently and opportunities for improvement are identified and delivered.

This is a highly autonomous role requiring excellent customer service skills, sound technical knowledge and the confidence to make informed decisions independently. Success in the role will come from taking ownership, building trust with stakeholders and ensuring the AV service continually evolves to meet the needs of the business.

One of many openings available at proAV (who have over 500 team members globally), this position is based within our end user's organisation who continue to invest in state-of-the-art technologies, services and training.

This is an exciting opportunity to establish, shape and continually develop a new managed AV service, making a lasting impact on both the client experience and the future growth of the onsite operation.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

Role Purpose:

To own and continually improve the onsite AV service, ensuring meeting spaces, collaboration technologies and event facilities consistently deliver an outstanding user experience.

 Acting as proAV's primary onsite representative, you will build trusted relationships with client stakeholders, provide expert first and second line technical support and coordinate specialist Engineering, Projects and Events teams whenever required.

Success in this role will be measured by the reliability of the AV service, the confidence of the client and your ability to take ownership of issues through to successful resolution.

Key Responsibilities

Customer Experience & Stakeholder Management:

Act as the primary onsite representative for proAV.

Become the trusted first point of contact for all AV-related matters.

Build strong working relationships with client stakeholders at all levels of the organisation.

Deliver a professional, responsive, and customer-focused AV support service.

Develop an understanding of how the client uses its collaboration technologies and anticipate future requirements wherever possible.

Maintain regular communication with the AV Manager, providing updates on service performance, operational risks and opportunities for improvement.

Represent both proAV and the client professionally at all times.

Technical Support:

Provide first and second line support across the client's AV and Unified Communications estate.

Take ownership of technical issues from initial diagnosis through to final resolution, whether resolved independently or through coordination with specialist support teams.

Troubleshoot AV, presentation and collaboration technologies using structured fault-finding techniques.

Support Microsoft Teams Rooms, presentation systems, digital signage, and associated AV technologies.

Assist users with meeting room technology, connectivity and presentation requirements.

Accurately record incidents, service requests, and resolutions, ensuring all issues are tracked through to completion.

Escalate complex issues with clear technical information to enable rapid resolution by specialist Engineering teams.

Meeting & Event Support:

Provide high-touch technical support for meetings, executive users, and business-critical events.

Support meeting rooms ranging from standard collaboration spaces through to larger presentation and event environments.

Assist with town halls, hybrid meetings, livestreams, and internal broadcasts.

Support room preparation, rehearsals, and technical testing ahead of key events.

Work alongside internal stakeholders, Events teams, and third-party suppliers to ensure successful event delivery.

Service Coordination:

Coordinate Engineering, Projects, and Events resources to deliver an integrated AV service.

Act as the communication point between the client and the wider proAV support teams.

Coordinate specialist support visits, ensuring the appropriate information is available before attendance.

Ensure all service requests remain actively managed until successfully completed.

Prioritise work based upon business impact and operational requirements.

Escalate risks appropriately while maintaining ownership throughout the lifecycle of each issue.

Service Ownership & Continuous Improvement:

Take ownership of the overall AV service across the Birmingham site.

Ensure the AV service continues to develop in line with client requirements and business priorities.

Produce monthly service reports and communicate operational updates to the AV Manager.

Maintain accurate service documentation, room information, and operational records.

Identify recurring issues, service trends, and improvement opportunities.

Recommend enhancements to technology, processes, and user experience.

Support project implementations, technology refreshes and service improvements where required.

Operational Assurance:

Carry out daily operational checks of priority meeting rooms and event spaces to ensure all technology is fully operational and ready for use.

Complete scheduled room assurance checks across the wider AV estate to identify potential issues before they affect users.

Monitor the operational health of the AV estate and communicate risks or recurring faults appropriately.

Coordinate with Engineering teams where remedial works or specialist technical intervention are required.

Maintain awareness of equipment condition and identify opportunities to improve reliability and operational performance.

Ensure the AV estate consistently delivers a high-quality user experience.

Health, Safety & Compliance:

Comply with all clients and proAV Health & Safety policies and procedures.

Follow client information security, cyber security, and data protection requirements.

Maintain safe working practices at all times.

Ensure compliance with all onsite operational procedures and standards.

Essential Experience:

Minimum three years' experience within a corporate audiovisual support environment.

Experience supporting Microsoft Teams Rooms and modern Unified Communications platforms.

Strong first and second line AV fault-finding and troubleshooting skills.

Experience supporting corporate meetings, presentations, and events.

Experience working independently within a client-facing environment.

Excellent written and verbal communication skills.

Experience managing competing priorities while maintaining exceptional customer service.

Technical Knowledge:

Good understanding of corporate AV technologies, meeting room systems, and collaboration platforms.

Experience supporting audio, video, display, and presentation technologies.

Working knowledge of Microsoft Teams Rooms.

Basic understanding of AV networking principles.

Understanding of when to escalate technical issues to specialist Engineering teams.

Desirable skills:

CTS certification (desirable).

Experience within a managed service environment.

Experience supporting hybrid meetings, livestreams, or corporate broadcasts.

Knowledge of Crestron, Extron, Q-SYS, Biamp, Cisco or equivalent AV technologies.

About Us:

proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.

From reviewing technology to integration to post-deployment support, you’re in safe hands when you trust your AV and UC to proAV.

We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.

From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business-critical AV systems architecture, products and technologies 24/7/365.
 

Equality, Diversity & Inclusion:

proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply.