Senior Service Desk Technician

Pure AV is a dynamic and innovative audio-visual integration company dedicated to delivering top-tier AV solutions to our diverse clientele. We specialise in designing, implementing, and maintaining state-of-the-art AV systems that empower communication and collaboration. As Senior Service Desk Technician at Pure AV, you'll play a pivotal role in ensuring the seamless functionality and optimal performance of these systems, ensuring they exceed our clients' expectations.

As a Senior Service Desk Technician, you will play a key role in delivering high-quality support for professional audio-visual systems across our client base. You will have a solid understanding of AV signal flow, hardware, and control systems, and you will be comfortable diagnosing and resolving technical faults both remotely and in collaboration with our field engineering team.

Key Responsibilities

Reporting to the Service Director, your duties will include, but are not limited to:

• Provide 1st & 2nd line technical support, including remote fault replication, signal flow analysis, configuration checks, and liaising with 3rd-line/vendor support where required.
• Review and triage support tickets to determine priority, technical complexity, and required resources.
• Allocate and coordinate work with field service engineers, ensuring all relevant technical information is communicated clearly.
• Schedule engineer callouts and preventative maintenance visits, ensuring service level agreements (SLAs) are met.
• Monitor, update, and maintain asset management systems, including device status, firmware versions, warranty information, and maintenance records.
• Manage RMA processes, including diagnostic reporting, warranty checks, supplier communication, and tracking of replacement units.
• Liaise with manufacturers and suppliers to support technical troubleshooting, firmware updates, configuration issues, and procurement of repair/replacement parts.
• Maintain accurate documentation within the Service Now ticketing platform, ensuring all fault descriptions, technical steps taken, and resolutions are recorded.
• Assist with system testing and validation, including remote firmware updates, configuration uploads, and performance checks when appropriate.
• Support the continuous improvement of internal processes, knowledge bases, and technical documentation.

The following are essential for the role:

• Strong technical knowledge of professional audio-visual systems, including but not limited to:
  • DSP platforms (e.g., Q-SYS, Biamp, BSS)
  • Control systems (e.g., Crestron, AMX, Extron)
  • UC & conferencing platforms (Microsoft Teams Rooms)
  • Video distribution technologies (HDBaseT, IP Video/AV-over-IP)
  • Network fundamentals
• Excellent troubleshooting and diagnostic abilities, especially in remote support scenarios.
• Outstanding customer service and communication skills, both written and verbal.
• Strong IT competency.
• Ability to work proactively, manage priorities, and remain calm under pressure.

Desirable (not essential):

• CTS
• Experience in an AV integrator managed services environment.
• Understanding of SLA-driven environments and KPI reporting.

Just some of the benefits that come with working at Pure AV are:

• Competitive salary and benefits package.
• Stakeholders Pension Scheme.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.
• Access to the latest audio-visual technologies and tools.

All applicants must be eligible to work in the UK or hold a valid UK permit (no sponsorship offered), hold a full UK driving licence, up to date passport and be willing/able to travel both within the UK and overseas if required.

If you are passionate about audio visual technology and have the skills and experience we are looking for, we would love to hear from you! Please send your C.V. and a cover letter detailing your relevant experience and qualifications.