Support Engineer (Field Support)

Your mission

At The Storytelling Company (TSC), we design and deliver immersive, story-driven experiences that bring together brand, culture, and technology. Our work spans AV/IT systems, interactive environments, digital signage, executive briefing centres, customer experience centres, and extended reality installations. We partner with leading international brands to create environments that connect people to stories in meaningful and memorable ways.

At TSC, we work in a collaborative, fast-moving environment where initiative, ownership, and clear communication are key. You'll work closely with colleagues across Delivery, Engineering, Product, and Customer Experience teams to help ensure our installations continue to perform long after handover.

As a Field Support Engineer, you play a critical role in maintaining and supporting TSC's installed systems at client locations across Europe and occasionally beyond. You provide hands-on troubleshooting (corrective maintenance), preventive maintenance, system inspections, and on-site technical support when issues cannot be resolved remotely. Acting as the physical extension of our support team, you help ensure that client environments remain operational, reliable, and aligned with TSC's quality standards.

This is a client-facing role that requires frequent travel, strong communication skills, and the ability to work independently in dynamic environments. You are comfortable diagnosing technical issues on-site, coordinating with remote specialists, and providing clear updates to both clients and internal stakeholders.

You bring a practical mindset, a structured approach to problem-solving, and a genuine desire to help clients succeed.

Responsibilities

On-Site Support & Troubleshooting (corrective maintenance)

• Perform on-site troubleshooting and incident resolution for AV and IT-related systems.
• Respond to support cases requiring local intervention and ensure timely resolution.
• Diagnose hardware, software, networking, and AV system issues in the field.
• Act as the "eyes and hands" of remote support teams during investigations and escalations.

Preventive Maintenance & System Health

• Conduct preventive maintenance visits and system health checks.
• Verify system performance and identify potential issues before they impact operations.
• Recommend corrective actions, upgrades, or preventive measures where appropriate.
• Ensure installed systems continue to operate according to design specifications.

Documentation & Support Operations

• Document activities, findings, and resolutions within support and ticketing systems.
• Maintain accurate records of site visits, maintenance activities, and system changes.
• Support knowledge sharing and contribute to improvements in support documentation.

Client & Stakeholder Communication

• Serve as an on-site representative of The Storytelling Company.
• Communicate clearly and professionally with client stakeholders.
• Manage expectations and provide timely updates throughout support activities.
• Escalate issues appropriately and coordinate with Product, Delivery, and Engineering teams.

Collaboration & Continuous Improvement

• Work closely with internal support, engineering, and delivery teams.
• Help identify recurring issues and opportunities for process improvement.
• Contribute to the continuous development of TSC's support standards and service delivery practices.

Your profile

Experience & Technical Skills

• 4+ years of experience in field support, AV engineering, service delivery, or a similar technical role.
• Experience installing, maintaining, and troubleshooting AV or IT systems.
• Solid understanding of Windows environments, networking fundamentals, and AV hardware.
• Comfortable reading technical documentation and following troubleshooting procedures.
• Should understand IP addressing, PoE, VLANs, mult