Senior Technical Support Engineer

An exciting opportunity to join the UK’s leading supplier of professional audio technology to the world’s leading recording studios, postproduction facilities and broadcasters.

Based in central London, HHB Communications Ltd. are looking for a Senior Technical Support Engineer to work within and lead the Technical Support Team, planning for and performing installation projects at customer premises and supporting the existing HHB install base. HHB supply Pro Audio products and support to a range of market sectors including Music Recording, TV and Film Production, Gaming, and Broadcast.

Our ideal candidate will have a solid understanding and interest in the Pro Audio industry, and the skills and knowledge needed to provide a customer-first approach to technical support.

Role and Responsibility

  • Schedule and conduct onsite maintenance visits to perform annual system upgrades and health checks, carry out in-house diagnostics & repairs of serviceable products from key manufacturers.
  • Work closely with the sales team to provide technical knowledge and advice for projects and system builds.
  • Extensive on-site installation, commissioning and training. (Travel within the UK will be part of the role.)
  • Offer front line technical support via telephone, remote desktop connection and ticket service, or in person.
  • Liaise with suppliers/manufacturers to resolve product/customer issues, providing feedback and recommendations to assist with product development.
  • Create, process and track repairs with third parties.
  • Assist with responding to support tickets.
  • Build and configure Mac and PC based DAW systems as required when primary workshop engineer is not available. In the main these will be Pro Tools systems, however other DAW’s may also feature.
  • Maintain a high level of customer, workflow and product knowledge in the Post Production, Broadcast & Music sectors.

Our Ideal Candidate

  • Educated to degree level – Media, or Music technology related qualifications are a plus.
  • Highly experienced in Pro Tools Software and Avid Control surface integration.
  • Experience of networking and network topology is essential.
  • A strong knowledge and understanding of Audio and Post-Production workflows will be a considerable benefit.
  • Good understanding of Immersive audio formats, in particular Dolby Atmos
  • Good understanding of both PC and Mac Operating systems and architecture.
  • We are looking for candidates that work well under intense pressure, making quick and reliable decisions. Personal attributes we are looking for include: excellent problem solving and communication skills, strong organisational and prioritisation skills, as well as being adaptable, proactive, and a good team player.

We are offering a competitive salary and an attractive package of benefits including private healthcare, company pension after a qualifying period and training to Avid ACSR level. HHB Communications Ltd. is an equal opportunities employer.

To Apply: Please forward your current CV along with a covering letter outlining why you feel you would be a good fit for the role to [email protected] Application data will be held on file for a period of one year.

 


Assistant Technical Support Engineer

An exciting opportunity to join the UK’s leading supplier of professional audio technology to the world’s leading recording studios, postproduction facilities and broadcasters.

Based in Northwest London, HHB Communications Ltd. are looking for an Assistant Technical Support Engineer to pre-configure, test, and install Avid Pro Tools, S4 & S6, and Dolby systems prior to the delivery to customers. You will also be required to provide technical after sales support to our customers. HHB supply Pro Audio products and support to a range of market sectors including Music Recording, TV and Film Production, Gaming, and Broadcast.

Our ideal candidate will have a solid understanding and interest in the Pro Audio industry, and the skills and knowledge needed to provide a customer-first approach to technical support.

Role and Responsibility

  • Assist the sales team by providing detail on all technical queries including specification, details, and timeline of configurations.
  • Hardware Build and Software Configuration of Mac and PC based DAW systems as required by sales department. These will predominantly be Avid Pro Tools systems, though could also include Nuendo, Logic, Media Composer, or Dolby RMU.
  • Maintain records of all system configurations in CRM, including critical information such as login, registration, and licence details.
  • Manage the Avid returns process in line with Avid’s contractual requirements.
  • Liaise with logistics/shipping to ensure that all required components for each build are delivered to the workshop, and, on completion of build, notify sales and dispatch.
  • Liaise with suppliers/manufacturers to resolve product/customer issues.
  • Provide front line technical support via telephone and e-mail ticket service, TeamViewer remote support, and attending customers’ premises if necessary.
  • Conduct onsite maintenance visits. These may be scheduled service visits where you will be required to perform annual system upgrades and health checks, or support callouts.
  • Provide on-site installation and commissioning as required. Travel within the UK will be part of the role.

Our Ideal Candidate

  • Educated to degree level – Media, or Music related qualifications are a plus.
  • Good knowledge of DAW Software and Console integration – Primarily Avid Pro Tools and associated control surfaces
  • A strong working knowledge of networking, including good knowledge of Audio over IP formats such as Dante.
  • Knowledge and understanding of Audio and Post-Production workflows will be a major benefit.
  • Experience of support ticketing (Zendesk), and CRM (Microsoft Dynamics) systems would be an advantage.
  • Good understanding of Immersive audio formats, in particular Dolby Atmos
  • Good understanding of both PC and Mac Operating systems and architecture.
  • Competent at carrying out equipment repairs (PSU and fader replacements for example).
  • Personal attributes we are looking for include excellent problem solving and communication skills, strong organisational and prioritisation skills, as well as being adaptable, proactive, and a good team player.

We are offering a competitive salary and an attractive package of benefits including private healthcare and company pension after a qualifying period. HHB Communications Ltd. is an equal opportunities employer.

This role is office based and located in NW10 6QU, London.

To Apply: Please forward your current CV along with a covering letter outlining why you feel you would be a good fit for the role to [email protected] Application data will be held on file for a period of one year.

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