IT Support Engineer

OUR COMPANY:

WHAT YOU WILL DO: The IT Support Engineer will support, monitor, and maintain a wide array of AV conferencing and network solutions across a global customer base. This includes hands-on work with modern AV control systems, audio DSP platforms, and enterprise collaboration technologies. The role is an ideal opportunity to have a real impact on the continued growth of the business.

KEY RESPONSIBILITIES:

• Provide first-line contact to clients via phone, email, and remote VPN access.
• Diagnose, troubleshoot, and resolve technical issues in an accurate and timely manner, including hardware, software, network, and AV system faults.
• Support, configure, and maintain AV control systems including Crestron, Extron, and Q-SYS, ensuring stable operation of meeting room and conferencing environments.
• Configure, tune, and troubleshoot audio DSP platforms such as Biamp, Shure, Q-SYS, and other enterprise DSP solutions.
• Monitor and maintain customer endpoint estates, including AV endpoints, codecs, controllers, and network-connected devices.
• Maintain the current technology infrastructure to ensure that it is reliable, optimized, and fit for purpose.
• Maintain infrastructure resilience, backup, and recovery.
• Ensure the delivery of a high-quality, business-focused IT and AV support service in line with agreed SLAs.
• Ensure that the technology infrastructure is secure and remains so, working closely with US and other regional teams.
• Deliver on agreed IT strategy and contribute to the achievement of goals and objectives aligned with corporate plans.
• Identify and develop opportunities for continuous improvement across IT and AV environments.

ESSENTIAL CRITERIA:

• Experience in an IT Engineer/Technician role with exposure to AV environments.
• Hands-on experience supporting AV control systems (Crestron, Extron, Q-SYS) and audio DSP platforms (Biamp, Shure, etc.).
• Ability to communicate clearly and effectively at all levels in the organisation and to different levels of technical ability.
• Proven ability to work and deliver effectively within defined measures of success.
• An analytical and pragmatic problem-solving focus.

DESIRABLE CRITERIA:

• Degree in Information Technology, Audio Engineering, or related subject / equivalent experience.
• Recognised professional IT or AV qualifications (e.g., Crestron, Extron, Q-SYS, Biamp Tesira, Shure certifications).
• Helpdesk experience (Freshdesk, Service Now etc)
• Experience with the O365 suite of applications and tools.
• Experience of WAN technologies such as MPLS and site-to-site VPN.
• Experience of SD-WAN, internet breakout, and web-filtering technologies.
• Experience supporting enterprise AV ecosystems including video conferencing platforms, room scheduling systems, and networked AV devices.

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.

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Pay Range

$65,000—$75,000 USD