Senior AV Support Tech en Pinsent Masons

Job Title: Senior AV Support Tech

Location: London 

Hours of work: Shift rota between 07:00 – 19:00, 35 hours Monday to Friday

About the Business: 

Here at Pinsent Masons we bring together the best people to get the job done. We’re naturally curious, constantly learning, listening, and growing. We’ll truly value your ideas. You’ll be joining an award-winning, hardworking and commercially minded team, where you’ll have the opportunity to work with leading experts and form meaningful relationships, while making a difference. You’ll get the opportunity to be involved in varied and challenging work. Working in an open and supportive environment, to deliver outstanding results. 

Purpose of the role: 

To lead on and be responsible for the delivery of comprehensive, efficient and error free service provision that meets the needs of the firm, covering both internal / external clients within the meeting and collaboration spaces and respective technology.

To provide expert knowledge and advice and act as the go to person for all aspects of AV services.

Main duties and responsibilities

Service Delivery 

• Leading by example and defining true 5-star excellence in client service that delivers a market leading edge.
• Set up, prepare, configure, test, monitor, and troubleshoot UCASS equipment, multimedia devices, televisions, monitors, projectors, recording equipment, speaker sets, digital cameras/camcorders, and other presentation equipment for meetings and events dealing with all technical aspects.
• Receive and respond to incoming calls, alerts and/or e-mails regarding AV software/hardware problems within recognised timeframes. 
• Document instances of AV equipment failure, repair, installation, and removal.
• Handle incoming booking requests for AV equipment and setup in conjunction with the Advanced Bookings team.
• Troubleshoot AV issues using the appropriate testing tools; make basic repairs as necessary.
• Perform onsite analysis, diagnosis, and resolution of complex AV hardware problems for a variety of end users, and recommend and implement corrective solutions, including offsite repair as needed.
• Support video production as required to produce, dub, edit, and copy all AV media, uploading these to Vimeo or MS Stream, etc.

Service Management

• Co-support the management of the firm's outsourced service providers to ensure a high standard of service delivery is provided for technical support, as well as the equipment and maintenance in accordance with the terms of the agreements.
• Develop effective client relationships, acting as the key point of contact, initially meeting and discussing AV/VC requirements, organising and preparing equipment and presentation proceedings, supporting such presentations as required, trouble shooting defects and providing first line breakdown and basic maintenance support of AV equipment.
• Deal with and diffuse any potential complaints arising from technical issues pertaining to the AV services.      Ensuring that any issue is followed up and resolved successfully.
• Assess the AV Services performance and perception, including regular client/customer feedback, preparing appropriate analysis reports on a quarterly basis.
• Continually develop and seek improvement to the firm's strategy for AV services to ensure a high professional standard that promotes the Pinsent Masons brand and values. 

Innovation, Change and Compliance

• Assist with the on-going review of the Audio-Visual Service provision to identify areas of improvement and achieve the optimum balance and integration of service across the offices, devising and implementing appropriate changes whilst ensuring client/end user needs are fully met. 
• Proactively participate in the overall development of AV services, contributing to proposals for innovative ways of delivering change with progressive service and efficiency and cost improvements.
• Develop opportunities within the AV Services to add value, working closely with Client Services, Technology Services and suppliers as required.
• Provide on-going training to internal staff and assist with preparing training material.
• Work within the adopted by the firm's policies in respect of Change Control, asset maintenance, logging of and escalation of incidents.
• Assist with developing and implement new and updated policies and procedures as well as adhering to all firm wide policies and procedures.
• Be fully versed with the firm's Health & Safety, Evacuation and Business Continuity Plan policies and understanding role/duties within these.
• Other duties as reasonably required by the AV Services Team Leader.

Candidate Overview:

We are looking for candidates who ideally hold the following skills and experience: 

• Minimum of 3-5 years practical experience in an AV or IT/communications environment
• Extensive support experience ideally with Microsoft MTRs/Crestron/ Poly.
• Proven track record and experience in filming, editing and general video production, including packages such as Final Cut Pro.
• Solid experience in supporting hosted live events, including all aspects of audio and visual technologies to senior/executive level for professional services.
• Advanced knowledge of WAN/LAN products, together with management, support and installation experience of VPN based services. 
• Good understanding of design principles for Server / SAN architectures 
• Knowledge of desktop operating systems and application deployment techniques
• Advanced understanding of current technologies, with specific reference to VoIP and unified communications.
• Understanding and ability to support mobile connectivity /communications, programming and operation.
• Must have a demonstrable track record of technical skills encompassing hardware, software applications and communication tools.
• Excellent IT skills, including MS Office packages
• Advanced level of technical competence in all relevant subject areas.
• Preferably qualified to A Level or NVQ level 3/ONC (or equivalent) in a relevant technical discipline.
• Previous practical experience in an AV or Technology communications environment.

What can we offer you?

• Carers’ leave (up to five paid days’ leave towards caring responsibilities) 
• 25 days’ annual leave entitlement and the opportunity to purchase or roll over 5 days.
• Contributory pension of up to 5%.
• Private healthcare policy 
• Death in service cover (4 x base salary).
• Eligibility to apply for an interest free season ticket loan, an interest free gym membership loan and/or an interest free rental deposit loan.
• Cycle to work scheme.

What happens next? 

Once your application has been submitted and reviewed, our Recruitment team will share the outcome with you by email. 

We typically hold two interview stages per vacancy providing the opportunity to meet two members of the hiring team at each stage. The first stage is typically conducted virtually and the second stage typically in person at the office in which the role would be based. However, we strive to remain flexible depending on the requirements of the role or the candidate. 

Our strength lies in our differences.

We are a Disability Confident and top Stonewall employer, a Valuable 500 member, a founding member of the Mindful Business Charter, signatory of the Race at Work Charter and a proud partner of Neurodiversity in Law. We encourage and value different ideas and styles of thinking. It’s with different perspectives that we’ll find solutions to our clients’ most complex challenges. It’s how we’ll deliver outstanding results today, and tomorrow. We want everybody attending an interview to be comfortable and able to fully demonstrate their experience and talents. 

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