Helpdesk Engineer (AV Support)

Potentiam is a fast-growing global offshore solutions provider connecting top talent with leading UK and European businesses. With offices across South Africa, Romania, India, and Brazil, we offer international exposure, real career progression, and the opportunity to work with high-performing global teams.

We combine global opportunity with local support — giving you the chance to grow, make an impact, and build a long-term career in a business that’s scaling fast.

Global clients. Clear progression. Real opportunity.

We are an equal opportunity employer. We encourage applications from people with disabilities and will provide reasonable accommodation during the hiring process.

About Our Client

Our client is a global technology integrator specialising in Audio Visual, IT infrastructure, structured cabling, and managed services, helping organisations connect their people and workplaces through technology.

With over 20 years of experience, our client delivers end-to-end solutions including design, installation, and ongoing support, with a strong emphasis on customer service, reliability, and high-performance workplace technology.

Purpose of Role

The Helpdesk Engineer (AV Support) plays a key role within our client’s Service team, delivering high-quality remote technical support and customer service for Audio Visual systems and workplace technologies.

This role is responsible for managing helpdesk tickets end-to-end, troubleshooting AV-related issues remotely, and ensuring all incidents and service requests are resolved in line with agreed SLAs.

The position requires strong technical troubleshooting capability combined with excellent communication, prioritisation, and customer engagement skills, ensuring a seamless support experience for global clients.

Roles & Responsibilities

• Call handling & technical support via phone/email/chat and troubleshooting for AV faults, service requests, and planned changes
• Manage helpdesk tickets through their full lifecycle, ensuring accurate logging, updates, and timely resolution
• Deliver high-quality customer service, keeping users informed and maintaining strong client relationships
• Ensure SLA compliance, meeting response and resolution targets across all tickets
• Diagnose and resolve issues across AV systems, conferencing tools, and control technologies
• Use remote monitoring tools to identify, triage, and proactively address system issues
• Maintain detailed and accurate records of activities in the ticketing system
• Coordinate with internal teams and field engineers for on-site escalation when required
• Support BAU operations and ongoing service delivery across multiple client environments

Skills, Qualifications & Abilities

• Background in Audio Visual and/or IT Support
• Experience with AV control systems (Crestron, AMX, Extron, QSC)
• Experience with UC platforms (Logitech, Poly, Teams Rooms, Zoom Rooms)
• Familiarity with remote monitoring and management tools (e.g., Utelogy, SolarWinds, RMS, TMS)
• Proven ability to diagnose and resolve issues remotely
• Excellent communication skills, both written and verbal
• Proven ability to diagnose and resolve issues remotely

Data Privacy Notice

The personal information you provide during the application and recruitment process will be used solely for recruitment purposes, in accordance with our data protection policies.

For any questions regarding data processing related to HR activities, please contact Chantal Endemann at [email protected].

All data shared with third parties complies with applicable confidentiality and retention requirements.