Audiovisual (AV) Technician

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. 

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. 

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity? 

We’re looking for a proactive, self-starting AV Technician to lead and own all aspects of AV support for our London office. This person will be a trusted partner to senior leadership and key stakeholders, delivering a seamless, high-quality experience across meeting rooms, digital signage, and in-office AV events. As part of our IT Operations team, you will build, shape and continuously improve AV services and processes to support a dynamic, driven environment. This is an opportunity to develop and evolve the AV service offering for the London office, working independently and proactively to drive improvements.

• Independently own and manage all AV operations in the London office, including meeting room support, digital signage and AV event production.
• Act as the primary AV partner for senior leadership and key stakeholders, providing personable, high-touch support with excellent communication and interpersonal skills.
• Lead and run in-office AV events from start to finish, including technical setup, live mixing, troubleshooting and post event reporting.
• Thrive in high-pressure, live event scenarios, providing quick, calm resolutions when challenges arise.
• Build strong, collaborative relationships with XFN teams including Workplace Experience, Executive Assistants, Communications and Operations to ensure AV services align with business needs.
• Proactively identify issues, service gaps and opportunities for improvement while taking ownership of delivering meaningful solutions.
• Continuously develop, document and refine AV processes and support models to enhance the user experience and service quality.
• Stay ahead of emerging technologies and AV trends, bringing forward new ideas and innovative solutions.

• Proven ability to work independently and lead AV services autonomously, with a strong sense of ownership and initiative.
• Outstanding interpersonal and communication skills, with a focus on providing high-quality, executive-facing support.
• Demonstrated experience running and managing live events, including hands-on technical leadership, setup and execution.
• Strong ability to anticipate problems and proactively improve services without waiting for direction.
• Comfortable managing multiple priorities in a fast-paced, high-pressure environment.
• Technically proficient and highly adaptable, with experience in:
• Strong troubleshooting and problem-solving skills across AV hardware and software.
• Eager to learn and adopt new technologies beyond the core AV stack to future-proof AV services.
• Collaborative and service-oriented mindset, passionate about delivering exceptional user experiences.

• Crestron/ Q-SYS control system programming.
• Cloud-heavy, hybrid AV production environments
• Proficiency in Windows and Mac operating systems and ability to troubleshoot both
• Experience supporting AV office buildouts.
• Relevant AV certifications (CTS)

This is a primarily in-office role based in London (Minimum 4 days per week). While some flexibility is available, regular onsite presence is essential due to the hands-on nature of the work and live event responsibilities. You will report directly to the AV Production Manager and collaborate with a globally distributed AV team across Intercom’s offices. Building alignment and consistency across teams will be key to your success. Please note that occasional inter-office travel may be required and some out-of-hours events may also need your support.

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! 

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

Policies 

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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