IT Audio Video Support Engineer

Role Overview

The Audio Visual (A/V) Support Engineer is responsible for supporting, maintaining, and troubleshooting conference room technologies, collaborative meeting platforms, digital signage, and multimedia systems across customer locations. The role requires strong technical expertise in A/V equipment, excellent customer service skills, and the ability to provide white-glove support for executive meetings, boardroom events, and business-critical conferences

Key Responsibilities

Conference Room & Meeting Support

• Provide operational support for meeting rooms, boardrooms, training rooms, and collaboration spaces.
• Ensure all conference room equipment is functional and meeting-ready before scheduled meetings.
• Support Microsoft Teams Rooms, Zoom Rooms, Cisco Webex Rooms, and other collaboration platforms.
• Perform pre-meeting checks and proactive room readiness validation.
• Provide real-time support during business-critical meetings and executive sessions.
• Troubleshoot audio, video, screen-sharing, and connectivity issues during meetings.

Audio Visual Equipment Support

• Configure, maintain, and troubleshoot:
• Video conferencing systems
• Cameras and PTZ cameras
• Audio DSPs
• Wireless presentation systems
• Projectors and displays
• Interactive touch panels
• Digital signage solutions
• Microphones and speaker systems
• Perform hardware replacements and minor repairs when required.
• Coordinate warranty and vendor support for faulty equipment.

Executive & VIP Support

• Provide white-glove support for executive leadership meetings.
• Support board meetings, customer presentations, town halls, and special events.
• Ensure seamless operation of A/V equipment during critical business sessions.
• Act as the primary technical contact during executive meetings.

Event & Collaboration Support

• Support hybrid meetings involving onsite and remote participants.
• Assist with webinars, live events, training sessions, and company broadcasts.
• Manage audio/video setup for events and presentations.
• Coordinate with event organizers and business stakeholders.

Incident & Service Request Management

• Log and track incidents through ServiceNow or designated ITSM tools.
• Ensure timely resolution within agreed SLAs.
• Escalate complex issues to vendors or specialized support teams.
• Maintain accurate documentation of incidents and resolutions.

Preventive Maintenance

• Conduct periodic health checks of conference rooms and A/V equipment.
• Perform firmware and software updates.
• Maintain inventory of A/V assets and spare equipment.
• Identify recurring issues and recommend improvements.

Documentation & Knowledge Management

• Create and maintain room setup documentation and support guides.
• Update knowledge articles and standard operating procedures.
• Maintain asset inventory and configuration records.

Required Technical Skills

• Microsoft Teams Rooms (MTR)
• Zoom Rooms
• Cisco Webex Meeting Rooms
• Poly, Logitech, Crestron, Cisco, and Yealink solutions
• Audio DSP troubleshooting
• Digital Signage Platforms
• HDMI, DisplayPort, USB-C, AV over IP
• Structured Cabling
• Video Conferencing Systems
• Windows 10/11 Administration
• Basic Network Troubleshooting
• ServiceNow or ITSM Tools

Preferred Qualifications

Shift: Business Hours with flexibility for event and executive support

• Bachelor's Degree or Diploma in IT, Electronics, Telecommunications, or related field.
• 3-6 years of Audio Visual Support experience.
• Experience supporting enterprise collaboration environments.
• ITIL Foundation Certification.
• AVIXA CTS (Certified Technology Specialist) certification preferred.
• Experience in executive and boardroom support environments.

Key Competencies

• Strong customer service orientation
• Excellent verbal and written communication
• Problem-solving and troubleshooting skills
• Attention to detail
• Time management
• Executive presence and professionalism
• Ability to perform under pressure during live events

Key Performance Indicators (KPIs)

• Meeting Room Availability
• SLA Compliance
• First-Time Resolution Rate
• Customer Satisfaction (CSAT)
• A/V System Uptime
• Executive Support Satisfaction
• Preventive Maintenance Compliance
• Incident Resolution Time

Preferred Language Skills:

French /English/Spanish