Job#: 3025824
Job Description:
Job Description: Position Summary
The A/V Operations Technician is responsible for delivering reliable, high-quality audio-visual support across conference rooms, client and business facing Zoom accounts. This role serves as a key operational resource for daily A/V service delivery, including incident response, A/V system maintenance, Zoom environment support, and room readiness. The A/V Operations Technician will also be responsible for software packaging/deployment support, primarily for Zoom clients across Windows and macOS, and serve as a liaison between A/V Operations, Engineering, and broader GTS teams.
Key Responsibilities
Conferencing & Room Support
Provide daily operational support for conference rooms, studios, Zoom Rooms, and collaboration technologies.
Troubleshoot and resolve incidents across devices, DSPs, CPU's, cameras, microphones, and displays.
Perform fleet-wide room certification and readiness checks.
Incident Response, Ticketing & Service Management
Manage, triage, and resolve A/V incidents and requests through the corporate ITSM (ServiceNow or Jira).
Maintain strong ticket hygiene: timely updates, root-cause notes, detailed resolution steps, and proper closure.
Monitor SLA performance, escalate when necessary, and help ensure consistent service delivery.
Track patterns and recurring issues to identify opportunities for continuous improvement.
Zoom Client Packaging & Deployment
Package, test, and validate Zoom client deployments for both Windows (MSI/EXE) and macOS (.pkg/.dmg) platforms.
Maintain and update Zoom deployment configurations (auto-update flags, SSO parameters, device management controls).
Collaborate with the End User Engineering (EUE) teams to deliver enterprise-wide deployments via tools such as Intune, Jamf, SCCM, or other MDM/endpoint tools.
Partner with engineering to evaluate new Zoom versions, patches, or features for compatibility before release.
Maintain documentation and release notes for internal tech teams and support staff.
Preventative Maintenance & Lifecycle
Execute scheduled PMs, firmware updates, cleanliness checks, DSP tuning, and conference room inspections.
Support equipment refresh cycles, decommissions, and new installations.
Maintain accurate inventory of A/V equipment and spares.
Operational Excellence & Documentation
Create and maintain SOPs, troubleshooting guides, diagrams, knowledge base articles.
Document system configurations and update asset data after changes.
Provide weekly metrics and insights to the Senior A/V Operations Engineer on incident trends and system health.
Installations, Builds & Provisioning Processes
Assist with small-to-medium system installations, rack work, cabling, labeling, patching, and QA testing.
Support provisioning processes, including test plans, endpoint validation
Cross-Functional Collaboration
Work closely with the Engineering, Networking, Workplace Experience, and Facilities teams to support integrated A/V deployments.
Partner with engineering teams on Zoom client releases, new room designs, firmware validation, and feature rollouts.
Assist integration team with deliveries and vendor support as needed.
Provide structured feedback to engineering about system gaps, recurring issues, or opportunities for automation.
Qualifications
Required
3-5 years of experience in corporate A/V, Zoom support, or a related technical field.
Hands-on expertise with conferencing technologies (Zoom/Teams), DSPs, and control systems.
Experience troubleshooting Windows/macOS AV/Zoom applications.
Practical experience packaging and deploying software using enterprise endpoint tools (Intune, Jamf, SCCM, etc.).
Strong understanding of A/V signal flow, acoustic principles, IP networking fundamentals, and Zoom environments.
Excellent documentation, communication, and customer service skills.
Preferred
Experience with broadcast technologies, encoders, NDI/SRT workflows, or advanced production tools.
Familiarity with automation or scripting (e.g., Zoom admin APIs, PowerShell, Python, or Lua for Q-SYS).
Ability to run powershell commands and run jamf related prompts.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: apexsan
- Position Id: BHJOB2374_3025824
- Posted 2 hours ago
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