AV / IT Service Delivery Engineer Job at Sunbury-on-Thames, ENG, GB Full Time NEW

Role: AV Service Delivery Engineer

Contract Type: Full-time, Permanent

Location: Sunbury-upon-Thames

Salary: £27,000 – £35,000 (dependent on experience), plus full company benefits

Hours: Monday – Friday working a varying shift pattern that will fall between the hours of 7am and 7pm

Kinly is a unified global leader in collaboration, systems integration, and managed services. We focus on transforming workspaces, simplifying complexity, and empowering people. Our in-house expertise includes AI-powered room monitoring, 24/7 support, and a unique enterprise service layer, enabling us to operate with even greater agility, efficiency, and precision.

As we move our delivery function to Sunbury, we are now looking for a proven Audio Visual Service Engineer to join our highly collaborative team to plays a key role in delivering reliable, high-quality support across a wide range of Audio Visual and collaborative technologies within a dynamic managed service environment.

The role focuses on remote incident management, including ticket creation, troubleshooting, problem identification, while working within defined internal & external SLAs. The role also supports project and installation activity through equipment preparation, testing and coordination with onsite engineers, maintaining accurate asset and room records throughout.

Operating within a secure environment, the position requires strong communication, technical aptitude, and a commitment to safeguarding sensitive information, while consistently contributing to continuous improvement and elevating the overall end-user experience.

Key responsibilities:

• Maintain vigilance with Proactive Monitoring Platforms for Endpoint and Infrastructure Alerts

• Pre-stage and fully test all specified equipment prior to project installations to ensure readiness and quality

• Communicate with end users to assist with diagnosing and repairing audio/video issues remotely

• Manage and prioritise support tickets raised via phone, email, and IM with a strong sense of urgency

• Coordinate and schedule field engineers for on-site fault support

• Provide remote and logistical support to field engineers during installation and fault resolution

• Ensure all room and equipment records are accurate and up to date, including updating serial numbers and asset information in ServiceNow when equipment is replaced

• Liaise with vendors to analyse recurring faults, collect diagnostic logs, and support technical escalations

• Perform testing and manage password resets for all supported resource accounts

• Work collaboratively with on‑site third‑party providers to support service delivery and issue resolution

• Support high‑priority incidents by working closely with the Major Incident Management team.

Skills and experience:

• Experience in supporting AV systems or with IT/Microsoft infrastructure and endpoint remote management background

• Background in troubleshooting remote collaboration tools (Microsoft Teams, Webex etc.)

• Hands-on exposure to hardware from major AV manufacturers (HP/Poly, Logitech, Crestron, QSC etc.)

• Experience working with vendors to raise, track and resolve hardware/software incidents

• Knowledge of AV/IT technologies and their functionality to effectively service customers as well as a basic understanding of Network Topology

• Security-conscious mindset with the ability to operating within sensitive or restricted environments

• UK National status with eligibility to undergo SC-level security clearance

• Ability to work flexibly and provide cover across shift patterns between 07:00 -19:00 Monday to Friday (Excluding UK Bank Holiday)

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please email jobs@kinly.com outlining your requirements.

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.