1st/2nd Line Support/ AV Technician

Norwich Permanent £22,847 - £26,341
  • AV Technician with 1st/2nd line support
  • Fantastic Opportunity for a long term career within a great company

About Our Client

"UEA is a world leading research institution which is based on a campus that provides top quality academic, social and cultural facilities to over 17,000 students. UEA is one of six organisations that together forms the Norwich Research Park (NRP) Partnership; home to nearly 3,000 scientists working in several world ranked institutions and a world leading centre for environment, health and plant science research. At UEA we come together from different fields to learn, innovate, collaborate and help create a better future. "

Job Description

  • Provide first and second line response and technical support to incidents and requests relating to both IT & AV technology in both physical and virtual learning spaces, within agreed service targets.
  • Advise and support customers in AV-related issues in using learning technologies and collaboration tools, including Echo360 and Blackboard Collaborate.
  • Analyse, investigate, and implement temporary and/or permanent technical resolutions in learning spaces with the aim of restoring service to the customer as soon as possible; escalating incidents to third-party service teams or management following agreed escalation paths if necessary.
  • Respond to customer incidents and requests raised in person, email, telephone or through self-service channels.
  • Support the learning spaces infrastructure by analysing, diagnosing, and undertaking advanced troubleshooting of systems and software.
  • Keep customers always informed by accurately communicating in a timely fashion on the status, updates and resolution of all incidents and requests.
  • Maintain accurate records within the IT Service Management tool of the decisions, actions taken and the proposed next troubleshooting steps throughout the lifecycle of all calls to provide an auditable trail and demonstrate coherence to all IT procedures.
  • Demonstrate effective use of both software and hardware to users in teaching spaces.
  • Update training materials and room information distributed to teaching spaces and online.
  • Contributing relevant information, including fault-finding and operational processes, to the knowledgebase within the ITSM tool.
  • Utilising the remote management system to identify potential arising issues and provide remote support where necessary.
  • Carrying out preventative maintenance visits and repairs to IT & AV technologies to minimise impact and disruption to teaching events.
  • Assisting with investigative works to identify problems and capturing information that can be used to help inform resolutions.
  • Prepare desktops for online exams in student IT areas.
  • Working closely with the Learning Spaces Technology Manager to analyse incidents and problems, carrying out agreed works to further provide resolutions where possible.
  • Install new or upgrade existing teaching space hardware, consumables, and software, either in line with business demands or as part of a proactive cycle of improvement.
  • Contributing information to the audit of technology in teaching spaces, ensuring all changes are tracked and accurately reported.
  • Organising and contributing to the maintenance of a centralised teaching space support storage space and updating inventory information regarding the stock of spare components and consumables.
  • Providing out-of-hours technical support to teaching spaces for key events such as open days (approximately eight Saturday's per annum). Time in lieu will be given for supporting these events.
  • All role holders are expected to undertake such other appropriate duties as may be requested by the Director of Information Technology and Computing Service.

The Successful Applicant


  • Good general education, including passes at GCSE at Grades A-C in English & Mathematics, or equivalent qualifications AND/OR significant experience in a directly relevant role
  • Demonstrable experience of supporting users with IT & AV hardware and software in a working environment.

Comprehensive technical knowledge of IT & AV systems, including:

  • Analog & digital video/audio signals, resolutions & outputs
  • Signal flow
  • Display/projection technologies & calibration methodology
  • Control systems & interfaces (Extron)
  • Sound reinforcement & best practices
  • Videoconferencing and collaboration tools (MS Teams)
  • Interactive whiteboard technologies

Working knowledge of the following IT systems and functions:

  • Windows O/S
  • Networking
  • Active Directory

Demonstrable interest in IT & AV technologies and keeping up-to-date with advancements within the sector.
Commitment to service ethos, user-focused and excellent customer service skills.DESIRABLE

  • Experience of providing technical support and advice in an educational environment.
  • Experience in operating AV equipment for events, including sound and lighting desks.
  • Experience in providing technical supports to users of Echo360 and Blackboard Collaborate software.
  • Experience of providing technical support and advice in an educational environment.

What's on Offer


Aishah Chaudry
Quote job ref
Phone number
+44 207 269 2112

Job summary

IT Support
Not For Profit
Contract type
Consultant name
Aishah Chaudry
Consultant phone
+44 207 269 2112
Job reference