AV Technician

Job Title: Service Engineer

Department: Service
Reports To: Service Manager
Employment Type: Full-Time
Standard Hours: 37.5 hours per week
Holiday Entitlement: 20 days annual leave + 3 additional days to be taken over the Christmas period

Main Purpose of the Role

To ensure the effective delivery and support of IVC Service Level Agreements (SLAs) through the management and execution of service-related activities. This includes but is not limited to:

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Ticket management

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Remote technical support

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Onsite support and attendance

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Onsite system operation

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Preventive Maintenance Visits (PMVs)

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Handling Return Merchandise Authorizations (RMAs)

Key Duties & Responsibilities

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Monitor and respond to support tickets in line with agreed SLAs

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Provide remote support to diagnose and resolve issues

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Conduct onsite support visits as required for troubleshooting, repairs, or system upgrades

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Attend client sites for general system operations and event support

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Schedule and perform regular Preventive Maintenance Visits

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Process and manage Return Merchandise Authorization (RMA) requests

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Document all service activities accurately using the internal ticketing system

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Liaise with the Service Manager to escalate issues where necessary

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Maintain high standards of customer service and technical performance

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Ensure compliance with company health and safety procedures and site-specific requirements

Additional Notes

This job description outlines the core responsibilities but is not exhaustive. The Service Engineer may be required to undertake additional duties as assigned by the Service Manager in line with the needs of the business