Breakfix Incident Response Technician

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About The Role
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 Breakfix Incident Response Technician to be a key part of our London team. An Incident Response Technician - Corporate for AV Services, Inc. will work with clients and adjacent support teams to troubleshoot, remediate, and escalate technical service issues. The successful IRT will demonstrate effective troubleshooting, communication, and initiative.
This is one of many openings available at proAV (who have over 500 team members globally) and a position that works within our end user’s organisation who are continuously investing in state of the art technologies, services and training
Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities

• Troubleshoot, repair and replace, test, and validate all Field Service Repair & Remediation requests
• Provide onsite and remote support for all events that may impact multimedia operations (PMRs & ITSM Power Event Support)

• Monitor, assign and take ownership of tickets created in Incident Management system

• Update, escalate, resolve and document assigned tickets daily

• Own Service Dispatch by requesting onsite or vendor support, creating JIRA tickets, providing status updates

• Promptly escalate any issues which need further approval or guidance

• Manage multimedia inventory by identifying low stocks, documenting all inventory used, performing periodic inventory audits

• Enhance client communication by providing timely and informative updates to clients as to the progress of their issue

• Ownership of Digital Signage by monitoring player health and processing all replacements that must be issued

• Work directly with clients, technicians, and vendors to provide in-person and remote support

• Periodic weekend support required for ITSM Support Tasks

Desirable skills

• Must be familiar with integrated production systems such as Crestron Switchers, Digital Signal Processors, Cisco codecs, physical patch bays (audio TT, fiber optic, and network), etc.
• Must be familiar with Microsoft Office, SharePoint and Outlook

• Knowledge of desktop concept such as Wi-Fi, Mac Addresses, DHCP and Static IP addresses, VPN remote connect and app installation on mobile devices

• Required 2 to 3 years of corporate AV experience

• Strong Organizational and communication skills

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.

Equal Opportunities
proAV are an equal opportunities employer, committed to promoting diversity and inclusion in the workplace and for job applicants, and are encouraged regardless of age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We aim to create a working environment in which all individuals can make best use of their skills, free from discrimination or harassment, and that we understand, recognise, respect and value differences so that all decisions are based upon merit. The principals of non-discrimination and equality of opportunity, diversity and inclusion also apply to the way in which we treat visitors, clients, customers, suppliers, and workers.

Job Type: Permanent