Job Description – Audio Visual (A/V) Support Engineer
Job Title: Audio Visual (A/V) Support Engineer
Location: Customer Site (Onsite)
Experience: 3-6 Years
Employment Type: Full-Time
Shift: Business Hours with flexibility for event and executive support
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.
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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:
o Video conferencing systems
o Cameras and PTZ cameras
o Audio DSPs
o Wireless presentation systems
o Projectors and displays
o Interactive touch panels
o Digital signage solutions
o 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.
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Required Technical Skills
- Microsoft Teams Rooms (MTR)
- Cisco Webex Meeting Rooms
- Poly, Logitech, Crestron, Cisco, and Yealink solutions
- Audio DSP troubleshooting
- Digital Signage Platforms
- HDMI, DisplayPort, USB-C, AV over IP
- Video Conferencing Systems
- Windows 10/11 Administration
- Basic Network Troubleshooting
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Preferred Qualifications
- 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.
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Key Competencies
- Strong customer service orientation
- Excellent verbal and written communication
- Problem-solving and troubleshooting skills
- Executive presence and professionalism
- Ability to perform under pressure during live events
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Key Performance Indicators (KPIs)
- Meeting Room Availability
- First-Time Resolution Rate
- Customer Satisfaction (CSAT)
- Executive Support Satisfaction
- Preventive Maintenance Compliance
Preferred Language Skills (Swiss Customer Environment)
