As an On-Site AV/VC Support Technician, you will be the primary technical expert responsible for maintaining and troubleshooting AV/VC systems in a dynamic enterprise environment. You will ensure seamless virtual and in-person collaboration experiences, supporting high-profile events, executives, and internal teams.

Key Responsibilities

• Primary ON-SITE Technician with the knowledge and skillset to fix 99% of issues in rooms
• Daily monitoring and resolution of automated VC conference room alerts (ARSE) for executive and specialty spaces (site specific)
• Escalation point for all AV/VC needs that cannot be resolved at the Tier 1 level
• Event support assistance and kickoff for in-person, hybrid, and virtual events and webinars (Zoom)
• Assisting the client with new builds support, design support, asset management, commissioning and testing as needed
• Assisting the AV events team with broadcast events, live productions, video switching, A1, streaming, and other event support items as needed
• Primary user-facing POC for all VC related issues.
• Provide strong client level support to users, with a predisposition to de-escalate technical fails
• Perform break fix (user reported incident) tasks within target SLA response window
• Perform maintenance and repair tasks on all VC gear to maintain 99% uptime and address all primary issues
• Maintain accurate tagging and data entry of all tasks, projects, and requests performed
• White glove VC technical support for C-suite and high level management
• Provide VC focused support for high profile events
• RCA reported network related call escalation issues
• Active monitoring of local and global VC Endpoints and related hardware
• Assist, train, and advise Tier 1 technicians of signal flow and inspections best practices
• Support clients internal events from all technical A/V standpoints, including remote, hybrid, and in-office situations.
• Be an expert in all Zoom-related aspects from production, hardware, software, and administration standpoints. Be fluent and comfortable in Zoom webinars, Zoom standard meetings, Zoom breakout rooms, Zoom rooms, Zoom administration, Zoom licensing, Zoom backstage, Zoom production Studio, Zoom simultaneous translations, closed captioning, and more.
• Ability to run and set up camera systems, sound boards, microphones, sound systems, clickers (controllers), and other general Audio/Visual equipment at the highest level.
• Comfortable working within the Adobe Premiere Pro and Media Encoder environment for video editing, rendering, and content creation. Experienced in creating basic video content for corporate environments.
• Support users and colleagues via the JSM (Jira Service Management) ticketing platform by responding to issues, tracking information, and setting expectations.
• Take part in and carry out global team projects that improve user experiences and boost team productivity.
  
  
  

Ideal Experience

• Ability to be self-motivated and accountable in a fast-pace, independent environment
• Ability to think creatively as well as methodically regarding technical issues
• Knowledge of neat, qysys, Dante, Cisco, Crestron, Extron, Shure, Clearone, and other AV/VC related hardware and signal flow
• Strong interpersonal, customer service, and conflict resolution skills
• Willingness to learn and adapt to client culture
• Ability to work both independently as well as with a team
• Ability to handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work
  
  
  

Must Haves

• Live events production experience
• Strong understanding of Zoom's framework and troubleshooting
  
  
  

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